We want to make your shopping experience as simple as possible and guarantee 100% satisfaction with your purchase. We take pride in the quality of the products we sell and offering great customer service is our top priority.
That's why we provide you with a hassle-free way to return any item to us, within 120 days of receiving your original order.
If for any reason you are not satisfied with your order, simply send it back to us.
All we ask is 3 simple things:
- Keep the products UNUSED.
- Keep the products CLEAN and SCRATCH-LESS.
- Send it back with ORIGINAL BOXES.
All merchandise will be tested carefully by our technicians and If it appears that the items have been used or installed or assembled, we cannot complete the refund for those items. The customer will be responsible for the charges.
Please make sure to follow the below simple procedure so we can properly handle your return request.
How do I return my order?
To return your order, follow these simple steps:
- Log into your account, click the “Order History” on the left menu.
- View the order you are going to return and push the red return button related to items you would like to return and request to return.
- We will contact you shortly afterwards to confirm your return request and provide you with the necessary instructions if required.
- Bundled items need to be returned with all components for a full refund.
- The return address is:
“LIVOLO / Herentalsstraat 27, 2300 Turnhout, Belgium”
- Please write the address clearly on your package before bringing it to the courier of your choice.
- Customers are responsible for all return shipping charges.
- You can track the status of your return request by visiting the "Returns" section in your account. We will also notify you by email anytime your order status changes.
IMPORTANT: Please add a copy of your original invoice to the return, and mark your return products in order to help us identify your items.
Please note that the parcel remains your responsibility until it arrives with us, so please remember to ask for proof of postage and a tracking number.
We'll send you an email as soon as we've received your return in its original condition.
It can take up to 15 working days (excluding weekends and public holidays) for your return to get processed. Once it's processed we’ll issue your refund within 1 business day (excluding weekends and public holidays) and drop you an email once this has been done.
Any refund will automatically be issued to the card you used to place the original order. This typically can take up to 3-5 working days (excluding weekends and public holidays), depending on your bank/card issuer.
Please note that the shipping cost and payment handling fee are not refundable and will be deducted from the total.
Partial Returns/Refunds in the case of products being purchased with a promotional discount:
We reserve the right to recalculate your order total if the total value of the products you keep falls below the minimum purchase value required to benefit the discount.
If you need assistance with the return of larger items, or if you have any other questions, please contact Online Customer Support at:
English: +32 477 54 56 54
Dutch: +32 484 18 60 96
French: +32 484 18 60 96
Our technician team will try to fix the issue or we send you a new replacement free of any charge.
Regarding damaged or Faulty Products and Incorrect Orders Caused by Us or Courrier
You may exchange your product(s) or obtain a full refund if the product(s) in your order are damaged or faulty upon receipt, or if the product(s) you have received is not the product(s) you originally ordered. The returned items will be tested to investigate the problem. If the product is damaged due to faulty installation, we cannot issue a refund for those items. If the product is faulty due to a production error, the below procedure will be applied.
When returning damaged, faulty or incorrect orders we will refund:
a. Full Purchase Price.
b. Delivery Charges (the cost for initial delivery to you).
c. Return Charges (the cost for returning product(s) to us). The receipt of payment is required.
When exchanging damaged, faulty or incorrect orders we will:
a. Dispatch replacement items to you free of charge.
b. Refund return charges (the cost for returning product(s) to us) upon receiving damaged ordered items.
The product(s) must be stored in appropriate conditions. If you do not store them in appropriate conditions we cannot be held responsible for faults or problems that arise as a result.
Any claim in respect of any shortages and/or defects in the goods must be notified to us within 7 calendar days of the reception date.
If you do not notify us in accordance with the above conditions, we can not be held liable for any defects and no refund can be issued.Report Now