Refund policy

Lyvella Refund, Return and Exchange Policy

Please read this policy carefully before requesting a return or exchange. Our goal is to ensure transparency and confidence in every step of your shopping experience.
If you have any questions, contact our Customer Service at contact@lyvella.com

1. Initial Contact

Before sending any product for return or exchange, please contact us by email. This allows us to guide you through the correct procedure and return address.
Returns sent without prior notice may not be accepted.

2. Right of Cancellation (Change of Mind)

2.1 Deadline
You have up to 14 calendar days after receiving your order to request a cancellation or return, even if there is no defect.

2.2 Conditions for return
To be eligible for a return:

  • The product must be in perfect condition, with no signs of use.

  • It must be returned in its original packaging, with all tags and accessories.

  • It must include the proof of purchase.

Items that do not meet these conditions may be sent back to the customer without refund.

2.3 Return shipping costs

  • The customer is responsible for return shipping costs unless the product is defective or incorrect.

  • In case of a defective or incorrect item, Lyvella will cover the return shipping costs.

2.4 Refunds

  • Refunds are processed within 14 days after receiving and verifying the returned product.

  • Refunds are issued using the same payment method as the original purchase:

    • Credit Card: refund will appear according to the card issuer’s processing time.

    • PayPal: refund will be issued directly to the PayPal account used for the purchase.

3. Faulty or Non-Conforming Products

3.1 Period and rights
If a product shows a defect within 30 days of delivery, the customer is entitled to request a full refund, replacement, or exchange.

3.2 How to proceed

  • Email contact@lyvella.com with your order number and a description of the issue (preferably with photos).

  • After review, we will provide instructions for return.

  • The product must be sent in its original packaging, with tags and proof of purchase.

3.3 Result of analysis

  • Approved: the customer may choose between refund, replacement, or store credit.

  • Rejected: if no defect is found or the item shows misuse, it will be returned to the customer (re-shipping costs may apply).

4. Exchange for Size, Colour, or Model

Exchanges due to size, colour, or model preferences are not legally required, but Lyvella may offer them as a courtesy, depending on stock availability.

  • The request must be made within 14 days of receipt.

  • The product must be unused and in perfect condition.

  • Shipping costs for exchanges are the customer’s responsibility.

  • If the desired item is unavailable, we may offer store credit or a partial refund, as preferred by the customer.

5. Automatic Order Cancellation

Lyvella reserves the right to automatically cancel orders in the following cases:

  • Payment authorization failure (declined card or PayPal error).

  • Incorrect or inconsistent order information.

  • Product out of stock.

In all such cases, the customer will be notified, and a full refund will be issued via the same payment method.

6. General Provisions

  • All returns and refunds are processed in accordance with applicable consumer protection laws.

  • This policy must be available clearly on our website and during checkout.

  • We reserve the right to update this policy at any time; updates will not affect previous purchases.

End of Policy — Lyvella Ltd