At Livvay, we want you to love your new space. However, because furniture involves complex logistics and delicate handling, we have established a clear set of guidelines for returns and refunds to ensure fairness and quality for all customers.
1. The 48-Hour Change of Mind
- Standard Items: You may cancel an order for a full refund within 48 hours of placement, provided the item has not yet been dispatched from our warehouse.
- Bespoke/Custom Orders: Once a custom-made piece enters production (usually 48 hours after order), the deposit becomes non-refundable.
2. Returns for Standard Items
If you are not satisfied with your purchase upon delivery:
- Return Window: You have 7 days from the date of delivery to initiate a return.
- Condition: Items must be in “as-new” condition, unused, and in their original protective packaging.
- Restocking Fee: A 20% restocking fee applies to all returns to cover the cost of inspection, repackaging, and administrative handling.
- Shipping Costs: Original shipping fees are non-refundable, and the customer is responsible for the cost of return logistics.
3. Non-Returnable Items
To maintain hygiene and quality standards, the following cannot be returned:
- Mattresses and Bedding: Once the hygiene seal is broken.
- Custom/Bespoke Pieces: Furniture made to your specific dimensions, fabric, or finish.
- Clearance/Floor Samples: Items sold “As-Is” during warehouse sales.
- Assembled Items: Any furniture that has been fully assembled by the customer or our team and shows signs of use.
4. Damaged or Defective Items
We take great pride in our quality control. However, if an item arrives damaged:
- Immediate Inspection: You must inspect your furniture during delivery. If visible damage is found, refuse the delivery and note the damage on the Proof of Delivery (POD).
- Reporting: If hidden damage is found after the delivery team leaves, you must report it to concierge@livvay.store within 24 hours with high-resolution photos of the damage and the packaging.
- Resolution: Livvay will, at its discretion, either repair the item to its original standard, provide a replacement, or offer a partial refund.
5. The “Fit-Check” Failure
If an item is returned because it cannot fit through your doors, elevators, or stairwells, it will be treated as a Standard Return. A 20% restocking fee and return shipping costs will apply. We strongly advise using our Measurement Guide before purchasing.
6. Refund Processing
- Inspection: Once the item is received back at our warehouse, our quality team will inspect it (within 3-5 business days).
- Payment: Approved refunds are issued via the original payment method. Please allow 10–14 business days for the transaction to reflect in your account.