Refund policy
RETURNS AT A GLANCE
- Change your mind? You have 14 days from delivery to ask for a return.
- Return delivery for change-of-mind returns is paid by the customer.
- Item damaged, faulty or wrong? Tell us within 48 hours of delivery, with photos, and we will put it right at no cost to you.
- Digital downloads (printable wall art and print bundles) can't be returned.
CHANGING YOUR MIND
If you are not happy with your order, you can return it within 14 days of delivery. This is the 14-day cancellation period you have by law under the Consumer Contracts Regulations 2013.
To start a return, email us at info@livvat.co.uk with your order number and the item you want to return. Please do not send anything back before we reply. We will confirm your return and give you the correct return address for your item. Items sent without an agreed return, or to any other address, may not be accepted.
Items must be returned unused, in the condition you received them, and well packed (in the original packaging where possible) so they are not damaged on the way back.
RETURN DELIVERY COSTS
For change-of-mind returns, you are responsible for the cost of returning the item and for arranging the return. Larger furniture items may need a courier or two-person service; we are happy to tell you the size and weight to help you get a quote. We recommend a tracked service, because the item remains your responsibility until it reaches us.
If an item is faulty, damaged in transit or not what you ordered, we cover the return cost.
DAMAGED, FAULTY OR WRONG ITEMS
Please check your order as soon as it arrives. If anything is damaged, faulty or incorrect, email us within 48 hours of delivery at info@livvat.co.uk with your order number and clear photos (or a short video) of the item, the problem and the packaging. Keep all packaging until the issue is resolved. Reporting quickly lets us arrange a replacement, part or refund as fast as possible.
This does not affect your statutory rights under the Consumer Rights Act 2015.
ITEMS WE CANNOT TAKE BACK
- Items made to your own specifications or clearly personalised for you.
- Sealed goods that are not suitable for return for health or hygiene reasons once unsealed after delivery.
- Gift cards.
- Digital downloads, such as printable wall art and print bundles. Because the files are delivered straight away, they can't be returned or refunded once the download has started. If a file is faulty or won't download, email us and we will fix it or send you a new file.
REFUNDS
Once we receive the returned item (or you give us proof that you have sent it), we will inspect it and refund you within 14 days to your original payment method. For a full-order return we also refund the original standard delivery charge. If you chose a more expensive delivery option, we refund only the cost of standard delivery.
We may reduce a refund if the item has been handled beyond what is needed to check it, or comes back used or damaged.
Your bank may take a few extra days to show the refund. If you have not received it 14 days after we confirm it, please contact us.
EXCHANGES
The quickest way to get a different item is to return the one you have and place a new order.
PARTNER-MADE ITEMS
Some items are made and sent directly by our UK partner makers (the product page says "Sent directly from our UK maker"). These items can be returned within 14 days of delivery, in line with the Consumer Contracts Regulations 2013. This is the same 14-day return window as all our other items.
CONTACT
Livvatcommerce Ltd - info@livvat.co.uk