Return & Refund Policy — House of Livora
Last Updated: 26 Jul 2026
1. Our Approach
House of Livora is a curated marketplace for considered, sustainable fashion. Because every item is handpicked and often produced in small batches by independent Brand Partners, we maintain a strict returns policy focused on resolving genuine issues — not preference-based returns.
We will accept a return, replacement, or refund only in the following cases:
- Damaged or defective item — the product arrived broken, damaged in transit, or with a manufacturing fault
- Wrong item shipped — you received a different product than what you ordered
- Not deliver with proof — your order not arrived after the promised delivery window, supported by valid tracking/shipping evidence
Outside of these three situations, we do not offer returns, exchanges, or refunds, including for reasons such as change of mind, incorrect size selection, or personal preference — please review product details, size guides, and Brand Partner specifications carefully before ordering.
2. Non-Returnable & Non-Refundable Categories
In addition to the general policy above, the following categories are never eligible for return or refund, even within the standard claim window, due to hygiene, safety, and resale regulations — except where the item itself is damaged, defective, or incorrect on arrival:
a. Intimate Apparel & Undergarments
Items that come into direct contact with skin cannot be resold once opened, for hygiene reasons.
- Innerwear: briefs, boxers, panties, vests, shapewear
- Sleepwear & loungewear: baby dolls, body-hugging bodysuits
- Swimwear: bikinis, swimsuits, trunks
- Socks & hosiery: socks, stockings, tights
b. Cosmetics, Beauty & Personal Grooming
Once a protective safety seal is broken, these items cannot be restocked.
- Skincare & makeup: lipsticks, foundations, eyeliners, lotions
- Fragrances: perfumes, body mists, deodorants
- Grooming tools: trimmers, epilators, hair straighteners, shavers
- Hair accessories: wigs, hair extensions, clips
c. Jewelry & High-Value Accessories
These carry a high risk of substitution or single-use wear, so returns are restricted.
- Precious jewelry: gold, silver, diamond pieces, collectible coins
- Footwear accessories: shoe polish, deodorizing sprays, insoles, specialized glues
d. Custom, Personalized & Final Sale Items
Items modified for a specific customer, or explicitly marked final sale, cannot be resold.
- Bespoke wear: custom-tailored pieces, engraved jewelry, customized footwear
- Clearance/final sale items explicitly marked "No Returns" at checkout
Important: If an item from any of the above categories arrives damaged, defective, or is the wrong item, it remains eligible for resolution under Section 1 — the non-returnable rule applies only to change-of-mind or preference-based requests, not genuine faults.
3. How to Report an Eligible Issue
If your order qualifies under Section 1, please contact us within [48–72 hours] of delivery with the following:
- Order number
- Clear photos or a short video of the issue (damage, defect, wrong item, or packaging as received)
- For late delivery claims: order confirmation and tracking/shipping proof showing the promised vs. actual delivery date
Submit your claim to: hello@houseoflivora.com or WhatsApp +91 92290 84463
Our team will review your claim and respond within 5 business days.
4. Resolution Options
Once a claim is approved, we will offer one of the following, depending on the situation and stock availability:
- Replacement of the same item (subject to availability from the Brand Partner)
- Refund to your original payment method via Razorpay
- Store credit, where applicable
Approved refunds are processed within 3 business days after approval and may take an additional 5–7 business days to reflect in your account, depending on your bank or payment provider.
5. Return Shipping
- For approved claims (damaged, defective, or wrong item), House of Livora will bear the cost of return shipping.
- Items must be returned unused, in original packaging, with all tags intact, unless the item itself is the reason for the claim (e.g. damaged on arrival).
- We reserve the right to request the item back for quality verification before processing a replacement or refund.
6. Order Cancellations
- Orders can be cancelled only before they are shipped. Once an order has been dispatched by the Brand Partner, it cannot be cancelled and will follow this Return & Refund Policy.
- To request a cancellation, contact us immediately at hello@houseoflivora.com with your order number.
7. International Orders
- The same eligibility rules (Sections 1–2) apply to international orders.
- Customers are responsible for providing clear evidence (photos/video) promptly, as international claims may have tighter windows due to longer shipping and customs timelines.
- Any customs duties or import taxes paid are non-refundable, even where a refund is approved for the product itself, unless required by local law.
8. Contact Us
House of Livora A brand of Vinayak Garments Email: hello@houseoflivora.com Phone / WhatsApp: +91 92290 84463