Exchanges and Returns
Not satisfied? We'll refund your money!
We always want satisfied customers at Livellia. Our goal is for our products to bring you happiness when they arrive at your home, so you’ll want to keep coming back.
If for any reason you are not satisfied with your purchase, we will do our best to resolve your issue, following some simple rules for exchanges, returns, and refunds.
Regret and Withdrawal
In cases of exchanges and returns due to regret or withdrawal, when the product is in perfect condition but does not please the customer, you have a period of 7 (seven) days from the date of receipt of the merchandise to request a return via email.
How to proceed in case of return or exchange due to regret:
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Contact our support team exclusively via email: shoplivellia@gmail.com.
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Send the product by mail, with postage paid by the customer, to the address provided by our team.
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Important: the product must be in its original packaging, without signs of use, with the seal intact (if applicable), and accompanied by all its accessories.
Upon receipt of the product and confirmation of the above conditions, you can choose to:
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Receive a store credit for the total amount paid, which can be used for another purchase immediately or within 6 months.
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Request a refund of the product value, by the same payment method used at the time of purchase.
If the order has already been shipped and cancellation is requested, the customer must wait for the product to arrive, send it to the address indicated by Livellia, and the refund will be processed after verification.
Livellia is not obligated to exchange any product whose defect has been caused by misuse or to meet requests outside the mentioned deadlines.
We provide the measurements of our products in centimeters to avoid errors when choosing sizes. According to the Consumer Protection Code - Article 18, there is no legal obligation for the retailer to exchange products due to regret regarding color, size, model, or other circumstances. Exchanges are only guaranteed in cases of defective products.
Other Occurrences
All occurrences described above, as well as any others, must be communicated to Livellia via email before sending the product.
Products returned without prior communication, outside the deadline, or without the accompanying items/accessories, may be resent to the customer without prior consultation.
In addition to the mentioned occurrences, if any of the following situations occur, you should refuse to receive the product:
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Opened or damaged packaging;
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Damaged product;
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Product not matching the order;
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Missing accessories.
If, nevertheless, you receive the product, please contact Livellia’s support via email within 72 hours of receipt.
Contact
Our contact is exclusively via email: shoplivellia@gmail.com. We do not provide phone or WhatsApp service.