LIVALL Return & Refund Policy

Last updated: June 1, 2026. Applies to purchases made on the official LIVALL website: www.livall.com

Our return policy is designed to be fair to both our customers and our business. If anything is wrong with your order, please contact our customer support team first — in most cases we can solve it faster and more conveniently than a full return (for example, by sending a replacement part, a free replacement unit, or arranging a partial refund). A valid order number or proof of purchase from www.livall.com is required for all returns, exchanges, and refunds.

The return window starts from the date the order is marked delivered by the carrier. Please keep the original packaging in good condition in case you need to return a product.

1. How We Resolve Issues (Please Read First)

For any problem with your order, the fastest path is to email us at user@livall.com before taking any other action. Depending on the situation, we will offer one or more of the following:

1. Free replacement parts or accessories shipped to you (most common for a single damaged or missing component).
2. A free replacement unit, where appropriate.
3. A partial refund so you can keep the product.
4. A standard return and refund, under the rules below.

This approach usually resolves the issue within a day or two, avoids shipping a product back and forth, and is almost always the better outcome for you. Filing a payment dispute before contacting us only slows the resolution down (see Section 10).

2. Basic Return Rules

Scenario	Return Window	Cost Rule
Seller Responsibility — quality defect, wrong item shipped, shipping damage, or a parameter discrepancy beyond tolerance	Within 30 days of delivery	Full refund, including the original shipping fee. LIVALL covers the return shipping cost. We may first offer a free replacement or replacement parts, which is often the quickest fix.
Buyer's Personal Reason — wrong purchase, change of mind, size mismatch, bike incompatibility, personal preference, or similar non-quality reasons	Helmets: within 14 days of delivery Other products / accessories: within 30 days of delivery	No restocking fee. Return shipping is paid by the customer. For free-shipping orders, the actual original outbound shipping cost LIVALL paid the carrier may be deducted. If the original packaging is missing, a repackaging fee applies (see Section 3).

Helmet return window: The 14-day window for helmets is set for hygiene reasons — helmets are personal protective equipment worn in direct contact with the head. This is consistent with the U.S. industry standard for personal safety products.

3. Fees & Costs for Personal-Reason Returns

We have removed all restocking fees for personal-reason returns. The only costs that may apply are real, itemized costs:

• Return shipping: Paid by the customer. We recommend a trackable service. On request, LIVALL can provide a prepaid return label, and that actual cost will be deducted from your refund. LIVALL is not responsible for return shipping costs exceeding a reasonable standard tracked rate.
• Original outbound shipping (free-shipping orders only): Free shipping is a promotional benefit. For non-quality returns, the actual outbound cost LIVALL paid the carrier may be deducted.
• Repackaging fee (only if the original packaging is missing or unusable): A fee of up to 7% of the item price, capped at USD $20 per item, to cover replacement box and protective materials so the item can be safely resold or refurbished.
• Optional shipping upgrades (expedited / priority) are non-refundable unless the return is due to a LIVALL error or a verified quality issue.

Any applicable fee will be confirmed with you before the refund is processed.

4. Replacements, Exchanges & Parts Resend

For both quality issues and many personal-reason cases, a replacement or parts resend is usually better than a return:

• Quality issue: We will ship the replacement unit or parts at LIVALL's cost. We may ask you to return the defective item (LIVALL provides the return label), or, for lower-value parts, simply let you keep or discard it — we will tell you which.
• Photo/video evidence: For quality, damage, or weight claims, please send clear photos or a short video to user@livall.com so we can approve the right solution quickly. Evidence is required before a quality-based return is approved.
• Size / preference exchange: If you want a different size or model, contact us within the applicable window. The customer covers return shipping for the original item; LIVALL ships the exchange item (you cover only standard outbound shipping on the new item if the original order had free shipping).

5. Return Eligibility

You may request a return if all of the following are met:

• The request is within the applicable window: 14 days for helmets, 30 days for other products / accessories (or within 30 days for any verified defect).
• Packaging, accessories, gifts, manuals, and instructions are complete.
• There are no signs of customer-caused damage.
• For non-quality returns, the product has not been installed on a bike and remains suitable for resale or refurbishment.

Used products returned for personal reasons are not automatically eligible. LIVALL may approve them case by case if the item is fully functional, complete, and resaleable — in many such cases a partial refund or replacement is the better option, which our team will discuss with you.

Bundle orders & free gifts: All bundled items and gifts must be returned together. If any item or gift is missing, its retail value may be deducted from the refund.

6. Not Eligible for Return

Unless otherwise required by applicable law:

• Requests after the applicable return window.
• Items with incomplete packaging, or missing accessories, gifts, manuals, or instructions.
• Appearance damage caused by the customer.
• Damage from non-quality causes: unauthorized modification; exposure to water, oil, or sand; incorrect installation; or failure to follow product instructions.
• Removed, altered, or tampered labels, serial numbers, waterproof marks, or anti-counterfeiting marks.
• Damage from uncontrollable external events (fire, flood, lightning, traffic accident).
• Items returned on personal preference after use, with no verified quality defect.
• Items severely damaged, functionally abnormal, or unfit for resale or refurbishment.

Quality issues after the return window: A verified manufacturing defect found after the applicable return window is handled under the LIVALL Warranty (repair or replacement), not as a standard return.

7. Weight Discrepancy

1. Contact user@livall.com within 7 days of delivery with a clear photo of the product on a scale showing the reading.
2. A tolerance of ±5% from production and accessory-batch variation is normal and is not a defect.
3. If the discrepancy exceeds ±5% and affects normal use, LIVALL provides a free return or exchange, shipping included.
4. If it exceeds ±5% but does not affect use, you may choose a free return/exchange (shipping covered by LIVALL) or a 10%-off coupon for your next order without returning the product.

8. Return Process

1. Get approval first. Obtain written confirmation from LIVALL before sending anything back.
2. Unauthorized returns may be rejected or returned to sender at the customer's expense.
3. Get the return address from user@livall.com. We must receive the item within the applicable window.
4. Pack securely in the original packaging. LIVALL is not responsible for damage during return transit.
5. Share the tracking number with user@livall.com once shipped, and keep your postage receipt until your refund is confirmed.

Refunds are processed within 2 business days after we receive and inspect an approved return.

9. Order Cancellations & Changes

• Before fulfillment processing begins: Cancellations, address changes, substitutions, and exchanges are free of charge. To guarantee a cancellation, please request it as soon as possible after ordering — once an order has entered warehouse fulfillment it may no longer be possible to cancel, even if it has not yet shipped.
• After shipment: Orders that have shipped cannot be modified or canceled. If you refuse delivery and the package is returned to us, it is treated as a standard personal-reason return (Sections 2–3 apply).

10. Dispute & Chargeback Policy

We want every issue resolved quickly, and we can almost always do that directly. Please contact user@livall.com and allow us to resolve your concern before filing a payment dispute or chargeback.

• All refund requests should go through the return process above first.
• Filing a chargeback while a return, replacement, or refund is already in progress (a "double recovery") is not permitted.
• For disputes filed without first contacting us, we reserve the right to respond with full evidence of delivery, product condition, and communication records to the payment provider.
• Accounts that file unjustified or repeated chargebacks may be declined for future orders.

11. Contact Us

• Business cooperation: sales@livall.com
• User experience / customer support: user@livall.com
• Service hours: Monday–Friday, 9:00 AM – 6:00 PM PST

LIVALL may update this policy from time to time. The version of this policy in effect on the date you place your order applies to that order.

This policy is subject to applicable state consumer-protection laws. Residents of California, New York, and other states with specific return regulations may have additional rights.