Returns & Exchanges

Return window and eligibility

For standard catalogue orders, you may request a return or exchange within 7 days of the delivery date. To be eligible, items must be unused, unwashed, and returned with original tags, packaging, and proof of purchase.

• Defective or damaged items: eligible for return, replacement, or refund regardless of category — notify us within 48 hours of delivery with photographs.
• Wrong item sent: eligible for return and replacement or refund — notify us within 48 hours of delivery.
• Size exchange: available for standard catalogue products subject to stock availability. Request within 7 days of delivery.
• Custom, made-to-order, printed-to-specification, embroidered, or customer-approved goods: non-returnable except for proven manufacturing defect or transit damage.
• Innerwear, hygiene-sensitive goods, gift cards, and items marked 'Final Sale' at purchase: non-returnable.

How to raise a return or exchange

Email hello@livnow.in with subject 'Return Request — Order #[your order number]'. Include: your order number, the item(s) you wish to return, the reason, and photographs where the issue is a defect or damage. We will review your request within 2 business days and, if approved, provide a return authorisation and pickup or drop-off instructions.

Do not send items back without a return authorisation — unauthorised returns may not be accepted or processed.

Refund processing

Approved refunds are processed within 5–7 business days of receiving and inspecting the returned item. The refund is issued to the original payment method. Razorpay and bank processing times (typically 3–10 business days) are outside our control.

Original shipping charges are non-refundable except where the return is due to our error (wrong item, manufacturing defect, or transit damage).

Non-refundable scenarios

• Items returned without prior authorisation or outside the 7-day window.
• Items showing signs of use, washing, alteration, or removal of tags.
• Custom, personalised, or made-to-specification orders where no manufacturing defect or transit damage is present.
• Return shipping costs where the customer is responsible for the return.

International return structure

International returns are operationally complex due to customs, reverse logistics costs, and export/import paperwork. We offer a narrower return pathway for international transactions unless destination law requires broader consumer rights.

For international returns, prior authorisation from hello@livnow.in is required. Unauthorised returns will not be accepted at customs and will be abandoned or destroyed at the sender's risk.

Mandatory foreign consumer rights

For customers in the EEA or UK, distance-selling regulations may create statutory withdrawal rights for standard (non-custom) goods. Where such non-waivable rights apply, we will honour the minimum standard required by your destination country's law.

Statutory withdrawal rights generally do not apply to custom-made goods, clearly personalised items, sealed goods (for hygiene reasons) excluded by local law, or business purchases.

International costs and exclusions

• Unless required by law or agreed in writing, the customer is responsible for return shipping costs, customs declaration charges, duty loss, and non-recoverable freight fees.
• Custom-made, approval-based, bulk, uniform, event, or business orders are final once production starts unless mandatory destination law provides otherwise.
• Refunds for refused or undeliverable international parcels may be reduced by customs, carrier, storage, or return-routing charges where legally permitted.