Refund policy

Returns and 60-Day Money-Back Guarantee

We want you to feel confident trying Lelivo. If you are not satisfied with your purchase, you may request a refund within 60 days of delivery, subject to the conditions below.

This policy applies to orders placed directly through our website. It does not affect any legal consumer rights you may have under the laws of your country, state, province, or territory.

60-Day Money-Back Guarantee

If you have tried the product and are not satisfied, please contact us at hello@lelivo.com within 60 days of delivery with your order number and reason for the request.

Guarantee conditions:

• The guarantee applies only to orders placed directly through our website.

• Requests must be submitted within 60 days of the delivery date.

• The guarantee is limited to 1 refunded product or bundle per customer or household.

• The guarantee is designed for customers who have genuinely tried the product and are not satisfied. We reserve the right to refuse refund requests where there is evidence of misuse, abuse of the policy, repeated claims, or fraudulent activity.

• Original shipping charges are non-refundable under the 60-day money-back guarantee unless the item arrived faulty, defective, damaged, or incorrect, or unless a refund is required by applicable law.

• For approved 60-day money-back guarantee claims, we will provide a prepaid return label or cover reasonable standard return shipping costs. This free-return offer applies to return shipping only and does not include refunding original shipping charges, customs duties, import taxes, or other third-party charges unless required by applicable law or unless the item was faulty, defective, damaged, or incorrect.

• If your request is approved, we will confirm whether the item needs to be returned and provide return instructions where applicable. Approved refunds are issued to the original payment method.

• This guarantee is in addition to, and does not replace, any legal rights you may have.

Standard 60-Day Returns

• If you change your mind and wish to return an unused and unopened item, please contact us at hello@lelivo.com within 60 days of delivery.

• To be eligible for a standard return, the item must be returned unused, unopened, in its original condition, and with original packaging where possible.

• Where an item is sealed for health or hygiene reasons, it may not be eligible for return once opened unless it is faulty, defective, damaged, incorrect, or not as described.

• We may reduce or refuse a refund if the item has been opened, used, damaged, or handled more than necessary to inspect it, subject to any rights you may have under applicable law.

• Customers are responsible for return shipping costs for standard returns unless the item is faulty, defective, damaged, incorrect, sent in error, or unless we are required by law to cover those costs.

• Items sent back without first contacting us may not be accepted.

Faulty, Defective, Damaged, or Incorrect Items

• Please inspect your order when it arrives and contact us as soon as possible if the item is faulty, defective, damaged, incorrect, or not as described.

• If the issue is approved, we will make it right by offering a replacement, refund, or other suitable solution. Where the item is faulty, defective, damaged, incorrect, or sent in error, we will cover reasonable standard return shipping costs.

Shipping Costs

• Original shipping charges are non-refundable for discretionary returns under our 60-day money-back guarantee or standard returns policy unless the item was faulty, defective, damaged, incorrect, or unless a refund is required by applicable law.

• Where required by applicable consumer law, including eligible statutory cancellation rights, we will refund standard outbound delivery costs. If you selected a more expensive delivery option, only the standard delivery cost will be refundable where applicable.

• Customs duties, import taxes, brokerage fees, and other charges collected by customs, couriers, or third parties may not be refundable by us unless required by applicable law.

Statutory Cancellation Rights

• Where applicable by law, including for eligible UK online orders, you may have a statutory right to cancel your order within a certain period after delivery without giving a reason.

• For eligible UK online orders, this cancellation period is usually 14 days from delivery. If this applies, you then usually have a further 14 days to return the item.

• If statutory cancellation rights apply, we will refund eligible product costs and standard outbound delivery costs where required by law. If you selected a more expensive delivery option, only the standard delivery cost will be refundable where applicable.

• Items must be returned in the same condition in which they were received, subject to any handling permitted by law. Return shipping costs are the customer’s responsibility unless the item is faulty, defective, damaged, incorrect, sent in error, or unless we are required by law to cover those costs.

• Some items may be excluded from statutory cancellation rights where permitted by law, including sealed goods that are not suitable for return for health or hygiene reasons once opened.

• This section does not limit any rights you may have under applicable consumer protection laws in your country, state, province, or territory.

Exceptions

Certain items may not be eligible for return where permitted by law, including:

• Items that are personalized or custom-made.

• Items that are perishable.

• Sealed items that are not suitable for return for health or hygiene reasons once opened.

• Gift cards.

This does not affect your legal rights if an item is faulty, defective, damaged, incorrect, or not as described.

Exchanges

• The fastest way to exchange an item is to return the original item, where eligible, and place a separate order for the new item.

Refunds

• We will notify you once your return or refund request has been reviewed.

• If approved, your refund will be issued to your original payment method within the timeframe required by applicable law, and generally within 10 business days after approval or, where a return is required, after we receive the returned item or evidence that it has been sent back.

• Please note that your bank, card provider, or payment provider may take additional time to process and post the refund.

• If more than 15 business days have passed since your refund was approved, please contact us at hello@lelivo.com.

Last updated: 19th June 2026.