Return and exchange policy

 

Interlivra (hereinafter referred to as “we”, “us”, or “our”) provides products exclusively through our online store. This Returns and Exchanges Policy explains the applicable scope, procedures, and responsibilities related to return and exchange requests, helping you complete after-sales requests smoothly and efficiently.

1. Validity Period for Returns and Exchanges

You may submit a return or exchange request within 30 days from the date you sign for and receive the product. Requests submitted after this period will not be accepted.

2. Conditions for Returns and Exchanges

Within the validity period, return or exchange requests may be accepted under the following circumstances:

• The product has visible appearance defects or damage;
• The product has quality-related defects or functional issues affecting normal use;
• The product has noticeable odors, significant color differences, or other abnormal conditions that affect normal use;
• The received product does not match the order details (wrong item or missing item);
• A return or exchange is requested without a specific reason, provided the product remains unused, in good condition, and suitable for resale.

3. Return Procedure

Return requests are generally handled according to the steps below:

• Contact us by email or phone to submit a return request, providing your order number, proof of payment (if applicable), reason for return, and relevant photos or videos as supporting evidence;
• Our customer service team will review your request as soon as possible. If approved, we will notify you and provide the designated return address and return instructions;
• Please send the product back to the specified return address with proper packaging and wait for confirmation that we have received the returned item;
• After receiving the product, we will inspect it. If the inspection confirms eligibility, we will arrange a refund accordingly. For refund details, please refer to the Refund Policy.

4. Exchange Procedure

If you wish to request an exchange, please follow the steps below:

• Submit an exchange request by contacting us via email or phone, including your order number, proof of payment (if applicable), exchange reason, and relevant photos or videos as supporting evidence;
• If approved, our customer service team will notify you and provide the designated return address along with further instructions;
• Please return the product to the specified address and wait for confirmation that we have received and inspected the returned item;
• After inspection confirms eligibility, we will arrange shipment of the replacement product within 1–3 business days. Delivery timelines can be found in the Shipping Policy.

5. Refund Process

Refunds will be issued back to the original bank card used at the time of purchase (including Visa and MasterCard). Depending on the processing efficiency of different card issuers, refunds are expected to be credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.

6. Cost Responsibility

• If the return or exchange is due to appearance defects, quality problems, noticeable odors, significant color differences, or incorrect items received, the related return shipping costs will be covered by us;
• If the return or exchange is requested without a specific reason (change of mind), the related shipping costs will be borne by you.

7. Responsibility Statement

Please ensure that returned products are kept in their original condition and properly packaged. Damage caused during return shipping due to improper packaging, misuse, or personal handling may affect the outcome of your return or exchange request.

8. Return Label

If a return label is included in the package for your order, please follow the instructions provided and attach the label to the outside of the return parcel to ensure accurate identification and smooth processing.

9. Contact Us

Contact Address: 16485 North Stadium Way, Unit 3074, Surprise, AZ 85374-4393, United States
Customer Service Phone: +1 (518) 338-9815
Customer Service Email: hello@interlivra.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)