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Return, Exchange and Refund Policy

 

Thank you for shopping at Livonatura (hereinafter referred to as "we" or "us"). We are committed to providing high-quality dining chairs, bar stools, outdoor sofas, and outdoor dining sets. Please read the following policy carefully to understand your rights and obligations regarding returns and refunds.

Return and Exchange Validity Period

You have 14 days from the date you sign for and receive the goods to request a return or exchange. If 14 days have passed since your receipt of the items, unfortunately, we cannot offer you a refund or exchange.

Conditions for Return and Exchange

We accept returns and exchanges under the following circumstances:

  • Appearance Issues: The product has visible damage or scratches upon arrival.

  • Quality Issues: The product has structural defects or functional failures.

  • Sensory Issues: The product has strong, unpleasant odors or severe color discrepancies compared to the product description.

  • Incorrect Item: The product received does not match the item ordered (Wrong Item).

  • No Reason Return (Change of Mind): You simply changed your mind. In this case, the item must be in its original condition.

Return Process

  • Initiate Request: Contact us via email at assist@livonatura.com or call +1 (516) 680-3109 to request a return. You must provide your order number, proof of payment, reason for the return, and relevant videos or photos showing the condition of the item.

  • Review: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.

  • Shipment: You are required to send the item back to our designated return address. Please wait for us to receive the package.

  • Inspection and Refund: Upon receipt, we will immediately inspect the item to ensure it matches the condition you reported. If the inspection is successful, we will arrange your refund immediately. For more details, please refer to our Refund Policy section below.

Exchange Process

  • Initiate Request: Contact us via email at assist@livonatura.com or call +1 (516) 680-3109 to request an exchange. Please provide your order number, proof of payment, reason for exchange, and relevant videos or photos.

  • Review: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

  • Shipment: Send the original item back to our designated return address and wait for us to receive it.

  • Inspection and Dispatch: Upon receipt, we will immediately inspect the item. If the inspection confirms the issue, we will arrange the new shipment within 1-3 business days. The estimated delivery time for the new item is 5-8 business days. For more information on delivery times, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card account (Visa, MasterCard) used at the time of purchase.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we estimate the refund will arrive in your account within 1-5 business days.

  • Overdue Refunds: If you have not received your refund after this period, please contact us immediately for assistance.

Fees and Shipping Costs

  • We Cover Costs: For returns or exchanges caused by appearance issues, quality problems, severe odors/color differences, or incorrect items sent by us, we will bear the shipping costs.

  • You Cover Costs: For "No Reason" returns or exchanges (Change of Mind), you are responsible for the return shipping costs.

Return Label

To facilitate your return process, a return label is included inside every package. Please use this label when preparing your return package.

Liability Disclaimer

We are responsible for the quality of the products we sell. However, we are not liable for damages resulting from:

  • Improper assembly or installation by the user (not following the provided instructions).

  • Misuse, abuse, or neglect (e.g., using indoor furniture outdoors against recommendations, or exceeding weight limits).

  • Normal wear and tear over time.

  • Modifications made to the product by the user.

Condition of Returned Items

To be eligible for a return, your item must be in the same condition that you received it. It must be unused and in its original packaging. For furniture items that require assembly, we generally cannot accept returns for "Change of Mind" if the item has been fully assembled and then disassembled, unless there is a quality defect.

Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

  • Before Shipment: If the order has not yet been shipped, we will cancel it and issue a full refund.

  • After Shipment: If the order has already been shipped, it cannot be intercepted. You will need to follow the "No Reason Return" process upon receipt, and you will be responsible for the return shipping costs.

Contact Us

If you have any questions or concerns regarding this policy, please contact us using the information below:

Address: 154 MARTIN AVE, DANVILLE, VA 24541-4126, US
Phone: +1 (516) 680-3109
Email: assist@livonatura.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)