Refund policy

 Last updated: May 2026

We want you to be completely satisfied with your purchase from Livaro Design. If for any reason you are not happy, we are here to help.

1. Your Right to Cancel (UK Consumer Contracts Regulations 2013)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order and return any item within 14 days of receiving it, without giving any reason. This is in addition to your rights under the Consumer Rights Act 2015.

To exercise your right to cancel, you must notify us within 14 days of receiving your order by emailing hello@livarodesign.com with your order number and a clear statement that you wish to cancel. You then have a further 14 days to return the goods to us.

2. Returns Conditions

To be eligible for a return and refund, items must be:

• Returned within 30 days of delivery (we offer an extended 30-day window beyond the statutory 14 days)
• Unused and in their original condition
• In original packaging where possible
• Accompanied by proof of purchase (order number or confirmation email)

Items that are damaged through misuse, or consumable products that have been opened, may not be eligible for a return unless they are faulty.

3. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 30 days of delivery at hello@livarodesign.com with your order number and photographs of the issue. We will offer you a full refund, replacement, or repair in accordance with your rights under the Consumer Rights Act 2015.

For faults reported between 30 days and 6 months of delivery, we will offer a repair or replacement (or a refund if a repair or replacement is not possible).

4. How to Return an Item

1. Email hello@livarodesign.com with your order number and reason for return
2. We will respond within 1–2 business days with return instructions
3. Securely package the item and ship it to the address provided
4. We recommend using a tracked postal service — we are not responsible for items lost in transit on their way back to us

5. Return Shipping Costs

If you are returning an item under your 14-day cancellation right (change of mind), the cost of return postage is your responsibility, unless we offer a free returns label (which will be stated in our returns instructions email).

If you are returning a faulty, damaged, or incorrect item, we will cover the return shipping cost.

6. Refunds

Once we receive and inspect your returned item, we will process your refund within 5–10 business days. Refunds will be issued to your original payment method. You will receive an email confirmation once your refund has been processed.

Please note that it may take a further 3–5 business days for the refund to appear in your account, depending on your bank or card provider.

For change-of-mind returns (exercising your 14-day cancellation right), we will refund the full product price plus the standard delivery charge you paid. We are not required to refund any premium delivery charges (e.g. next-day delivery) beyond the cost of standard delivery.

7. Exchanges

If you would like to exchange an item for a different product, please return the original item for a refund and place a new order for the item you want.

8. Non-Returnable Items

The following items cannot be returned unless they are faulty:

• Personalised or custom-made items
• Perishable goods
• Sealed goods that have been unsealed and cannot be returned for hygiene reasons

9. Your Statutory Rights

Nothing in this Refund Policy affects your statutory rights as a UK consumer. For more information about your rights, you can contact Citizens Advice (citizensadvice.org.uk) or the Citizens Advice consumer helpline on 0808 223 1133.

10. Contact

For any returns or refund enquiries, please contact us at:
Email: hello@livarodesign.com
Livaro Design (DDS Holdings Group Limited),Pall Mall 1 Pollen Square, 59 King Street, Manchester, England, M2 4PD