Refund policy

Livvira · Returns & Refunds

Returns & refunds,
made clear.

We want every Livvira order to be a good start to your next creative project. Here is how returns and refunds work for DIY kits and craft supplies purchased from Livvira.

Last updated: September 11, 2026

Your return at a glance

This summary describes our voluntary return policy. Your mandatory consumer rights remain protected.

Within 30 days

Request a change-of-mind return within 30 calendar days after you receive your item.

Unused & complete

Return the kit before starting your project, with its materials and supplied accessories complete.

Purchase details

Share your order number and checkout email, or another proof of purchase we can use to find your order.

Get in touch

Use our Contact page to request a return or tell us about a problem with your order.

Share the details

Tell us which item is involved. For damage or missing materials, include photos if available.

Receive instructions

For a voluntary return, wait for acceptance and return instructions. We will explain the destination and shipping arrangements.

Pack & send

Pack the item securely, include your order details, and keep proof of postage.

DIY kit return conditions

For returns under our voluntary 30-day change-of-mind policy, the kit must be unused, unassembled, and complete. Please include the original product packaging, instructions, and any accessories supplied with your order.

• Pearls, beads, gems, and other craft materials must not have been attached, glued, consumed, or mixed in a way that prevents them from being returned as supplied.
• Any protective film covering an adhesive design surface must remain in place. Canvases, boards, ornaments, and other bases must be unaltered.
• Opening the outer shipping package to inspect your order does not, by itself, make it ineligible for return.

Started or completed projects, or kits with materials lost or damaged after delivery, are not eligible for a change-of-mind return. These conditions do not exclude claims for faulty, misdescribed, damaged-on-arrival, or incomplete goods, or limit your statutory rights.

Damaged items & missing materials

If your order arrives damaged, has a defect, contains the wrong item, or is missing something listed as included, please contact us as soon as you discover the problem.

Share your order details and describe the issue. Photos of the item and packaging, if available, can help us understand what happened. Please keep the remaining materials while we review your request; a lack of original packaging or photos does not automatically remove your legal rights.

Depending on the issue and your rights under applicable law, we will arrange an appropriate remedy, such as replacement materials, a replacement item, repair, or a partial or full refund. Where a return is needed for faulty, damaged-on-arrival, or incorrect goods, Livvira will cover the necessary return shipping costs.

The 30-day change-of-mind window does not shorten any statutory period for reporting a fault or requesting a remedy.

Return shipping & fees

• Change of mind: you pay the return postage. The cost depends on the carrier, parcel, and return destination. Contact us for the correct return address before sending your parcel.
• Faulty, damaged-on-arrival, or incorrect goods: we cover the necessary return shipping and explain how it will be arranged.
• Restocking fees: we do not charge a restocking fee.
• Original delivery charges: these are not refunded for voluntary change-of-mind returns, except where the law requires otherwise. We refund applicable delivery charges when required for a faulty-item remedy or statutory cancellation.

Please use the return destination provided by our support team. The address on the parcel you received may not accept returns. A tracked service is recommended, and you should keep your postage receipt.

How refunds work

Once we receive and inspect your return, we will let you know whether the refund has been approved. We will issue an approved refund promptly. If we agree that you do not need to send an item back, we will confirm the refund arrangements with you. Where a legal refund deadline applies, we will meet that deadline.

Refunds go to the original payment method and cover the amount actually paid for the returned item, including applicable item taxes. Discounts are taken into account. Any refundable delivery charges are handled as described above.

We will notify you when the refund is issued. Your bank or payment provider may take additional time to show it in your account. If it does not appear within their stated processing time, contact us and your payment provider so the refund can be traced.

If a voluntary return does not meet the conditions in this policy, we will explain the reason and discuss the available options. We will not impose deductions or refuse a remedy where doing so would conflict with your statutory rights.

Exchanges

If you would prefer another design or kit, contact us first. For change-of-mind exchanges, we can guide you through an eligible return and a separate purchase. Any replacement depends on availability.

For damaged, faulty, or incorrect items, contact us before purchasing a replacement so we can arrange the appropriate remedy.

Order changes & cancellations

Please contact us promptly if you need to update or cancel an order. We will try to make the change before dispatch. Once a parcel is in transit, we may be unable to stop delivery and will explain the return process.

An inability to stop a shipment does not remove any statutory right you have to cancel the contract, including a right to notify us of cancellation before delivery.

Missing or undelivered parcels

If tracking says delivered but you cannot find your parcel, check the delivery location and ask anyone who may have accepted it. Then contact us with your order and tracking details.

We will investigate with the carrier and explain the next steps. A delivery scan alone does not settle every missing-parcel claim or override your rights where goods have not been delivered.

Your consumer rights

This policy provides a voluntary 30-day return option in addition to your mandatory consumer rights. If local law provides stronger protection, that protection applies. Statutory remedies for faulty or misdescribed goods are not limited by our change-of-mind conditions.

If EU or UK distance-selling rights apply

For eligible online purchases, you generally have 14 days after receipt to tell us you are withdrawing, without giving a reason, followed by 14 days to send the goods back. For one order delivered in separate parts, the applicable period generally runs from receipt of the last part. You do not need our approval to give a valid withdrawal notice.

You may inspect goods as you would in a shop. A lawful deduction may apply for loss of value caused by handling beyond what is needed to examine them; opening a package is not automatically a reason to refuse withdrawal. An ordinary sale discount does not remove statutory rights.

Where EU rules apply, reimbursement is due without undue delay and within 14 days of your withdrawal notice. Where UK rules apply and we have not offered collection, reimbursement is due without undue delay and within 14 days after we receive the goods or evidence of return, whichever is earlier. Where permitted, we may wait for the goods or evidence that they were sent back before reimbursing you.

For a qualifying cancellation of the whole order, reimbursement includes the least expensive standard delivery option we offered. The extra cost of a premium delivery choice need not be refunded. You pay return postage only where the law allows it and you were informed of that obligation before purchase.

You can notify us using our Contact page or another clear statement sent through our published contact details. Please identify the order and say that you wish to cancel. Nothing in this policy requires you to explain your reason for exercising a statutory withdrawal right.