Refund policy

Return & Refund Policy — Get Livora 

At Get Livora, we are committed to delivering premium personal care, skincare, and botanical products across the United Arab Emirates. Because our products include skincare, hair care, body care, and herbal oils, we adhere to strict hygiene and health standards in accordance with UAE consumer protection regulations.

1. Return Window

We offer a 7-Day Return Policy from the date you receive your order. If 7 days have passed since delivery, we unfortunately cannot offer you a return, replacement, or refund.

2. Eligibility for Returns

Due to the nature of cosmetic, skincare, and herbal products, items must meet the following criteria to be eligible for a return:

  • The product must be unopened, unused, and in its original packaging.

  • The safety seal, shrink wrap, or tamper-evident sticker must remain completely intact.

  • The item must include all original packaging materials, manuals, and accessories.

  • You must present a valid order number, invoice, or proof of purchase.

Non-Returnable Items:

  • Any opened, tested, or used skincare, hair oils, or personal care items (for hygiene and consumer health reasons).

  • Promotional items marked as "Final Sale" or free gift items.

3. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If your item arrives broken, defective, leaking, or if you received the incorrect product:

  1. Contact us within 48 hours of delivery via WhatsApp or email.

  2. Provide your Order Number and clear photos or videos showing the damage, batch number, and original packaging.

  3. Once verified, we will arrange a free replacement or issue a full refund at no additional delivery cost to you.

4. Return Shipping & Courier Fees

  • Damaged / Defective / Incorrect Orders: Get Livora covers all return collection and replacement courier fees.

  • Change of Mind / Customer Discretion: If your return is approved for reasons other than damage or defect, the customer is responsible for the courier collection fee (typically AED 20 – AED 30, depending on the Emirate), which will be deducted from your final refund.

5. Refund Process & Methods

Once our fulfillment facility in the UAE receives and inspects your returned product, we will notify you of the approval or rejection of your refund.

  • Credit / Debit Card Payments: If approved, your refund will be processed back to the original payment method within 7 to 14 business days, depending on your bank's processing schedule.

  • Cash on Delivery (COD) Orders: Because direct cash returns via courier are not supported, refunds for verified COD orders will be issued via Bank Transfer (to a valid UAE bank account) or as a Get Livora Store Credit / Discount Voucher, according to your preference. Please note: Initial COD service fees (if applicable) are non-refundable.

6. Order Cancellations

  • You may cancel your order free of charge before it has been dispatched from our warehouse by contacting our support team immediately.

  • Once the courier has picked up the package and a tracking number has been generated, the shipment cannot be cancelled and must follow the standard return process upon arrival.

7. Contact Us

For return requests, claims, or questions regarding this policy:

  • Email: support@getlivora902@gmail.com

  • WhatsApp / Phone Support: +971 55761047

  • Operating Hours: Monday to Saturday, 9:00 AM – 6:00 PM (GST)