Refund policy

Livia Club - Return & Refund Policy

Last Updated: January 21, 2026

2.1 INTRODUCTION

This Return & Refund Policy ("Policy") governs all returns, refunds, and exchanges of merchandise purchased from Livia Club (liviaclub.store). Our goal is to ensure customer satisfaction while protecting the integrity of our inventory.

Return Window: Customers have 30 days from the date of delivery to initiate a return.

2.2 ELIGIBILITY FOR RETURNS

Items Eligible for Return:

  • New, unworn, unwashed dresses with original tags attached

  • Dresses with no visible wear, stains, odors, or damage

  • Dresses in original, undamaged packaging if applicable

  • Purchased within 30 days

Items NOT Eligible for Return:

  • Dresses without original tags or with tags removed

  • Worn, washed, or altered dresses

  • Dresses showing signs of wear (fading, pilling, stretching, creasing)

  • Dresses with stains, odors, smoke smell, or perfume applied

  • Intimates (bras, underwear, swimwear) for hygiene reasons

  • Final sale or clearance items (marked "FINAL SALE" on product page)

  • Custom or made-to-order dresses (unless defective; see Section 2.7)

  • Items purchased more than 30 days prior

  • Damaged items (unless defect is Livia Club's fault; see Section 2.7)

  • Items missing original packaging or hangers

  • Dresses altered, tailored, or modified after delivery

2.3 RETURN TIMEFRAME

30-Day Return Window:

  • Return period begins on the date package is delivered (not order date)

  • Return must be initiated within 30 calendar days of delivery

  • Customers must contact Livia Club at contact@liviaclub.store to initiate returns

  • Livia Club must receive returned item within 45 days of delivery date for full refund eligibility

Return Initiation Process:

  1. Email contact@liviaclub.store with order number within 30 days of delivery

  2. Provide reason for return (wrong size, color mismatch, changed mind, etc.)

  3. Livia Club will send return authorization (RMA) number and prepaid return label via email

  4. Customer prints label and ships item within 10 days of receiving label

  5. Livia Club inspects item upon receipt and processes refund within 5-7 business days

2.4 HOW TO RETURN AN ITEM

Step-by-Step Return Process:

Step 1: Initiate Return

  • Email contact@liviaclub.store within 30 days of delivery

  • Include order number, reason for return, and desired refund method

  • Response provided within 24-48 business hours

Step 2: Receive Return Authorization

  • Livia Club emails return authorization (RMA) number

  • Email includes prepaid return shipping label (if eligible)

  • Save RMA number and affix label to package

Step 3: Prepare Item for Return

  • Item must be unworn, unwashed, with original tags attached

  • Include receipt or packing slip if available

  • Place item in secure packaging (prevent damage in transit)

  • Write RMA number on outside of package

Step 4: Ship Item Back

  • Use provided prepaid return label

  • Ship via USPS, UPS, or FedEx (carrier specified on label)

  • Keep tracking number for your records

  • Ship within 10 days of receiving return authorization

Step 5: Refund Processing

  • Livia Club receives and inspects returned item

  • Inspection typically takes 3-5 business days

  • Once approved, refund is processed to original payment method

  • Refund appears in customer account within 5-7 business days (may vary by bank/card issuer)

Return Address:
Livia Club
Returns Department
15 WACO ST GROTON, CT 06340
USA

2.5 REFUND METHODS & TIMEFRAMES

Refund Options:

Refund Method Processing Time Notes
Original Payment Method 5-7 business days Refund credited to card/account used for purchase
Store Credit Immediate Credit applied to Livia Club account for future purchase
Exchange for Different Size/Color 3-5 business days No shipping charge for exchange

Refund Calculation:

  • Full refund of purchase price minus original return shipping cost (if paid by customer)

  • Refund includes product cost; original shipping cost is NOT refunded

  • Sales tax is refunded as charged

  • Restocking fees are NOT charged for eligible returns

FTC Compliance:
Per the FTC Mail/Internet Order Merchandise Rule:

  • Refunds are processed within 7 working days of receiving returned item

  • Refunds are issued in the same payment method as original purchase

  • If Livia Club cannot process refund by original method, full refund issued by check or money order

2.6 EXCHANGES

Exchange Process:

  • Customers may exchange items for different size, color, or style within 30 days

  • No exchange fee charged

  • Livia Club covers return shipping label for initial return

  • Customer pays return shipping for exchange item (same as standard shipping cost)

Exchange Timeline:

  1. Customer initiates exchange request via email

  2. Livia Club approves exchange

  3. Customer returns original item using prepaid label

  4. Livia Club receives, inspects, and confirms receipt

  5. Livia Club ships replacement item via standard shipping (5-7 business days)

  6. Total timeline: 2-3 weeks

Exchange Limitations:

  • Must have original tags and be unworn

  • Exchange item must be in-stock and available

  • Exchange cannot exceed original purchase amount; difference is not refunded

  • If exchange item costs less, no store credit issued for difference

2.7 DEFECTIVE OR DAMAGED ITEMS

Warranty Coverage:
Livia Club warrants all items to be free from manufacturing defects. Manufacturing defects include:

  • Broken zippers

  • Seam separation

  • Holes or tears in fabric (not caused by customer)

  • Color fading (not from washing)

  • Missing buttons or embellishments

  • Stitching errors

Defect Claim Process:

  1. Report defect within 30 days of delivery

  2. Email contact@liviaclub.store with order number, photos of defect, and description

  3. Livia Club reviews photos and determines if defect qualifies

  4. If approved:

    • Full refund issued, OR

    • Replacement item shipped at no cost

  5. Customer may keep damaged item or return for destruction (Livia Club's choice)

Damage in Shipping:

  • Report shipping damage within 48 hours of delivery

  • Include photos of exterior packaging and damaged item

  • Livia Club will file claim with carrier

  • Upon carrier reimbursement, Livia Club will refund customer or replace item

Customer-Caused Damage:

  • Damage from normal wear, washing, or customer misuse is not covered

  • Examples: stains, fading, shrinkage, loose buttons from wear

2.8 FINAL SALE ITEMS

Final Sale Policy:

  • Items marked "FINAL SALE" cannot be returned, refunded, or exchanged

  • Final Sale items are typically clearance or discounted items

  • "FINAL SALE" designation is clearly marked on product page

  • No exceptions or refunds for Final Sale items

2.9 REFUND FOR ITEMS OUT OF STOCK

Out of Stock Items:
If item is ordered and subsequently found to be out of stock:

  • Customer is notified within 3 business days

  • Customer may:

    • Accept substitute item of equal or greater value (no charge), OR

    • Receive full refund

2.10 CUSTOM & MADE-TO-ORDER RETURNS

Custom Order Returns:

  • Custom/made-to-order items cannot be returned or refunded unless defective

  • Custom items are non-returnable due to bespoke nature and production costs

  • Customer assumes all risk for color accuracy, fit, and sizing of custom orders

  • If defective, customer may request replacement or refund (at Livia Club discretion)

Customization Errors:

  • If Livia Club makes a customization error, customer may return for free replacement

  • Livia Club absorbs shipping cost in this case

2.11 INTERNATIONAL RETURNS

International Customers:

  • Livia Club currently only ships domestically (U.S. only)

  • Future international returns will be addressed if international shipping becomes available

  • International customers should review international return policies at that time

2.12 RESTOCKING FEES

Restocking Fee Policy:
Livia Club does NOT charge restocking fees for eligible returns. This means:

  • 100% of purchase price refunded (minus original shipping)

  • No percentage deduction for "restocking"

  • No handling fees

2.13 CUSTOMER INITIATED CANCELLATIONS

Pre-Shipment Cancellations:

  • If order hasn't shipped, customer may cancel via email within 24 hours of purchase

  • Full refund issued within 3-5 business days

  • No cancellation fees

Post-Shipment Cancellations:

  • Orders that have shipped cannot be cancelled

  • Customer must wait for delivery and initiate return if desired

  • Standard return policy applies

2.14 CHANGE OF MIND RETURNS

Returns Due to Change of Mind:

  • Customers may return items if changed mind (within 30 days, unworn, with tags)

  • Item must meet all eligibility requirements (new, unworn, original packaging)

  • Refund issued minus original shipping cost

  • Example: Item cost $50 + $6 shipping = $56 paid. Refund = $50 (original item cost)

2.15 MISSING OR WRONG ITEMS

Wrong Item Received:

  1. Report within 48 hours of delivery

  2. Email photos of incorrect item and packing slip

  3. Livia Club will:

    • Provide prepaid return label

    • Ship correct item at no additional cost once wrong item is received

    • Issue full refund if correct item is unavailable

Missing Items from Order:

  • If package contents are missing items (fewer items than ordered):

    1. Report within 48 hours of delivery

    2. Provide photos of received items and packing slip

    3. Livia Club will verify and ship missing item via expedited shipping at no cost

2.16 RETURN SHIPPING RESPONSIBILITY

Prepaid Return Shipping:

  • Livia Club provides prepaid return labels for eligible returns

  • Customers are NOT responsible for return shipping costs

  • If customer ships without prepaid label, customer absorbs cost (not refunded from return amount)

Return Shipping Method:

  • Use provided carrier (USPS, UPS, or FedEx) with prepaid label

  • Ensure package is tracked and insured

  • Livia Club is not responsible for lost items in return shipping

2.17 GIFT RETURNS

Returning Gift Items:

  • If item is a gift and customer wishes to return:

    • Refund issued to original payment method (card/account used for purchase)

    • If customer prefers store credit instead, contact Livia Club

    • Gift recipient cannot change refund method

2.18 LIABILITY & RISK OF LOSS

Risk of Loss:

  • Upon delivery confirmation, customer assumes responsibility for item

  • Theft or loss after delivery is customer's responsibility

  • Livia Club is not liable for items stolen from porch or unsecured locations

Liability Limitations:

  • Livia Club's maximum liability is the original purchase price

  • Livia Club is not liable for consequential, indirect, or punitive damages

  • Livia Club is not liable for customer's time or inconvenience

2.19 DISPUTE RESOLUTION

Return Disputes:
If customer disputes a return decision:

  1. Email appeal to contact@liviaclub.store within 10 days of decision

  2. Provide additional evidence or explanation

  3. Livia Club will conduct review and respond within 5 business days

  4. Decision is final; no further appeals considered

2.20 MODIFICATIONS TO RETURN POLICY

Livia Club reserves the right to modify this Return & Refund Policy at any time with 30 days' notice. Changes do not apply retroactively to existing returns.

2.21 CONTACT FOR RETURNS

Return Support:

  • Email: contact@liviaclub.store

  • Phone: +1 (305) 667-9634

  • Hours: Monday-Friday, 9 AM - 5 PM EST

  • Response Time: 24-48 business hours