Refund policy
Returns & Refunds Policy
At LiVelle, we take great care in selecting, packaging, and delivering products that bring beauty and joy to your everyday moments. We hope that you love every purchase. However, if something isn't quite right, we're here to help.
Change of Mind
In accordance with the South African Consumer Protection Act, we do not offer refunds or exchanges for change of mind, incorrect purchases, or if you simply no longer require the item.
We encourage you to carefully review product descriptions, dimensions, colours, and specifications before placing your order.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery by emailing:
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
Once we have reviewed the issue, we will arrange an appropriate resolution, which may include a replacement, exchange, repair, store credit, or refund, depending on the circumstances.
Returns Eligibility
To qualify for a return, items must:
- Be unused and in their original condition
- Be returned in their original packaging
- Include all accessories, components, and promotional items received
- Not fall within the non-returnable categories listed below
LiVelle reserves the right to refuse returns that do not meet these requirements.
Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items cannot be returned unless they are defective:
- Beauty and cosmetic products
- Personal care products
- Fragrances and scented products
- Opened or used items
- Customised or personalised products
- Clearance or sale items (unless defective)
Return Shipping Costs
Where a return is approved due to an error on our part, a defective product, or a damaged item, LiVelle will cover the return shipping costs.
For any other approved returns, the customer will be responsible for return shipping costs.
Refund Processing
Where a refund is approved, refunds will be processed using the original payment method where possible.
Please allow 5–10 business days for the refund to reflect, depending on your financial institution.
Shipping costs are non-refundable unless the return is due to an error on our part.
Cancellations
Orders may only be cancelled before they have been processed or dispatched. Once an order has been packed or shipped, it can no longer be cancelled.
If you need to cancel an order, please contact us as soon as possible.
Questions?
If you have any questions about returns, refunds, or exchanges, we'd love to help.
♡ Email: hello@livelle.co.za
♡ WhatsApp: 083 250 8888
Thank you for supporting small, supporting local, and allowing LiVelle to be part of your everyday moments. ♡