Refund policy

Returns & 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 your statutory consumer rights.

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.

  • Original shipping charges are non-refundable under the guarantee, unless the item arrived damaged, faulty, or incorrect.

  • Customers are responsible for any return postage costs unless the item is faulty, damaged, or sent in error.

  • We reserve the right to refuse refund requests where there is evidence of misuse, abuse of the policy, or fraudulent activity.

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.

Standard 60-Day Returns

If you change your mind and wish to return an unused 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 in its original condition, with original packaging where possible. We may reduce the refund if the item has been handled or used more than necessary to inspect it.

Customers are responsible for return postage costs unless the item is faulty, damaged, or sent in error. Items sent back without first contacting us may not be accepted.

Faulty, Damaged, or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if the item is defective, damaged, or incorrect.

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

Where required by applicable consumer law, including statutory cooling-off 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.

Exceptions

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

  • Items that are personalised 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 statutory rights if an item is faulty, 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.

EU / UK Cooling-Off Rights

Where applicable, customers may have a statutory right to cancel an online order within 14 days of delivery without giving a reason. If this applies, you then have a further period to return the item.

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

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 10 business days.

Please note that your bank or card 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: 30th May 2026.