Our Approach
Because many products available through House of Livora are supplied by independent curated brands, HoL does not provide general change-of-mind returns.
However, genuine product-related problems are covered.
Eligible Product Issues
A return, replacement or refund may be considered where the product:
- arrives damaged;
- has a manufacturing defect;
- is the wrong product;
- is the wrong size/variant compared with what was ordered;
- is missing a component/item;
- is spurious;
- materially differs from the product description or advertised/agreed characteristics;
- or otherwise qualifies for a remedy under applicable consumer law.
Reporting Window
Please report an eligible issue within 7 days of delivery.
Contact:
Include:
Order number + description of issue + clear photographs/video showing the product and issue.
HoL may request additional reasonable information necessary to verify the claim.
Wrong Size Selected by Customer
A return or exchange is generally not available merely because the customer selected an incorrect size.
Please review the product-specific size chart and HoL size recommendation tool before ordering.
The size recommendation tool is guidance and does not guarantee fit.
If the seller sends a different size from the one ordered, or the product materially conflicts with the published sizing information, this may qualify as a product-related issue.
Change of Mind
Returns are not ordinarily accepted because:
- you changed your mind;
- you no longer want the item;
- you do not like the style after receiving it; or
- you selected an incorrect size.
This does not affect statutory rights.
Sale Products
Sale/discounted products are not returnable merely because they are discounted or because of change of mind.
A genuine defect, wrong product or other legally eligible product-related issue remains covered.
Jewellery & Accessories
Jewellery and accessories are generally non-returnable for preference/change-of-mind reasons.
This does not remove remedies for genuine defects, damage, incorrect products or other circumstances covered by applicable law.
Reverse Pickup
For an accepted claim attributable to the product/seller, the relevant seller/brand will bear the applicable reverse-shipping cost.
HoL or the seller/logistics provider will communicate the return process.
Do not send an item independently to an address unless instructed to do so.
Product Condition
Where reasonably applicable, returned products should include original packaging, tags, accessories and components.
This requirement will not be used to improperly deny a genuine claim where the nature of the defect or applicable law provides otherwise.
Refund
Once an eligible return/refund is approved and the required verification is completed, HoL targets refund processing within approximately:
10–12 business days.
Refunds will ordinarily be initiated to the original payment method.
Your bank/payment provider may require additional time to reflect the amount after initiation.
Statutory Rights
This policy operates in addition to applicable consumer rights and does not override remedies that cannot legally be excluded. The Consumer Protection Act recognises rights relating to information about quality, quantity, standard and price, as well as consumer redressal.