Refund policy
Our Commitment
We stand behind the quality of our products and aim to provide a straightforward resolution if your order arrives damaged or defective.
Please review the following information before submitting a claim. This policy does not limit any rights you may have under applicable consumer protection laws.
Damaged or Defective Items
If your product arrives damaged or defective, please contact us as soon as possible and within 30 days after delivery under our voluntary damaged or defective item policy. This timeframe does not limit any longer period or other remedies provided by applicable law.
Email support@livoft.com and include:
- Your order number
- A clear description of the issue
- Clear photographs showing the damage or defect
- A short video if the problem cannot be clearly shown in photographs
Please keep the product and any available original packaging until our team has completed the review. If you cannot provide the requested evidence, contact us so we can discuss how to assess the issue.
Review and Refund Process
Our customer support team will evaluate the information and evidence you provide.
If we confirm that the product arrived damaged or defective, we will issue an appropriate refund. You will not be required to return the damaged or defective product unless we specifically request otherwise. If a return is needed, we will provide instructions.
Submitting photos or videos does not automatically guarantee approval. Each request is reviewed based on the circumstances, the evidence provided, and applicable consumer protection laws.
When a Claim May Not Be Approved
Under our voluntary policy, a claim may not be approved if the issue results from:
- Misuse or improper handling
- Failure to follow the product’s installation, use, or care instructions
- Accidental damage occurring after delivery
- Improper cleaning or storage
- Normal wear and tear from use
- Repairs, alterations, or modifications that cause damage or malfunction
These exclusions concern damage caused by the circumstances listed above; they do not exclude claims for an unrelated defect present when the product was delivered.
Claims submitted more than 30 days after recorded delivery may be declined under our voluntary policy, but any rights available under applicable law remain unaffected.
Lost or Undelivered Orders
If tracking information indicates that a package may be lost in transit, contact support@livoft.com with your order number.
We will review the tracking information and may contact the carrier or fulfillment provider. If the shipment is confirmed as lost, we will provide an appropriate resolution, which may include a replacement or refund.
A temporary tracking delay or customs delay does not automatically mean that a shipment is lost. Any rights relating to non-delivery under applicable law remain unaffected.
Shipping Delays
Estimated delivery times are not guaranteed because carrier operations, customs clearance, weather, and other external circumstances may cause delays.
A shipping delay alone does not automatically qualify for a refund under our voluntary policy after an order has been dispatched. However, contact us if tracking has not updated for an extended period so we can investigate.
This does not affect any cancellation or refund rights you may have under applicable law due to delayed or failed delivery.
Incorrect Shipping Information
Orders that cannot be delivered because the customer submitted an incorrect or incomplete shipping address may not qualify for a refund under our voluntary policy, subject to applicable law.
Contact us immediately if you notice an address error. Address changes cannot be guaranteed after an order has entered processing or has been dispatched.
Order Changes and Cancellations
To request a change or cancellation, contact support@livoft.com as soon as possible.
We will try to accommodate the request, but changes and cancellations cannot be guaranteed once processing has begun. Once an order has been dispatched, we generally cannot stop the shipment.
This does not affect any statutory cancellation or return rights that apply to your order.
Contact Us
For refund, damage, defect, or delivery assistance, contact:
Email: support@livoft.com
Company: VORATYX LLC
Address: 30 N GOULD ST STE N, SHERIDAN, WY 82801, United States
Please include your order number and any relevant photos or videos. We typically respond within 24 hours.