Refund policy

🔄 LIVORA – RETURNS & REFUNDS POLICY 

Last updated: March 2026

At LIVORA, we are committed to delivering quality, thoughtfully selected products. As many of our items are prepared specifically per order, our returns policy is structured in line with the Consumer Protection Act (CPA) while also maintaining product hygiene and quality standards.

1. Order Fulfilment Model

All LIVORA products are sourced and prepared per order. This means items are not mass-stocked and are handled individually to ensure quality before delivery.

2. Returns in Terms of the CPA (Cooling-Off Period)

Customers may request a return within 7 days of delivery, provided that:

  • The item is unused and unworn
  • The item has not been exposed to water, moisture, or outdoor use
  • The item is returned in its original packaging
  • The item is in a resalable condition

⚠️ For hygiene and quality reasons, items that have been used, worn, or exposed to environmental elements (e.g. rain, water, dirt) will not be eligible for return.

3. Waterproof Product Use Disclaimer

Products such as rain ponchos, raincoats, shoe protectors, and waterproof accessories are designed for protective use.

Once these items have been:

  • Worn outdoors
  • Exposed to water
  • Opened and used beyond inspection

They are considered used and non-returnable, unless defective.

4. Change of Mind Returns

If you change your mind:

  • You may return the item within 7 days of delivery
  • The item must meet all conditions listed above
  • Return courier costs are for the customer’s account
  • Original shipping fees are non-refundable
  • A handling/restocking fee may apply

5. Damaged, Faulty or Incorrect Items

If your item arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.

📧 Contact: hello@livorashop.co.za

Include:

  • Order number
  • Clear photos/videos
  • Description of the issue

Once assessed, we will offer:

  • A replacement, or
  • A refund, where applicable

6. Refunds

  • Approved refunds are processed within 7–10 working days
  • Refunds are issued via the original payment method
  • Processing times may vary depending on your bank/provider

7. Exchanges

  • Exchanges are subject to stock availability
  • If unavailable, a refund will be processed instead

8. Return Process

To initiate a return:

  1. Email us
  2. Wait for approval before sending any item
  3. Return item via a trackable courier
  4. Once inspected, we will process your request

⚠️ Returns sent without prior approval may be rejected.

9. Delivery & Order Timing

As all products are prepared per order:

  • Delivery timelines are estimates (10–18 working days)
  • Delays due to logistics, customs, or courier services do not automatically qualify for refunds
  • Orders already in processing may not be cancelled once fulfilment has begun

10. Non-Returnable Items

The following are not eligible for return unless faulty:

  • Used or worn waterproof items
  • Items exposed to water or outdoor conditions
  • Hygiene-related items once opened
  • Sale or clearance items

11. Contact Information

For returns, refunds or exchanges:

📧 hello@livorashop.co.za