Refund policy
Pre-Shipping/Delivery
We have a 24-hour cancellation/refund policy for orders that have not been shipped, which means you have 1 day after placing your order to request a cancellation/refund if your order is still processing. Refunds are subject to a 3% transaction fee due to payment provider policies that we have no control over.
Post-Shipping/Delivery
Returns can be started for orders within 1 day of taking delivery subject to certain conditions. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and have a valid reason for the return. Examples of acceptable reasons are:
- Product arrived damaged
- Wrong product was sent
Invalid reasons include:
- I don't want this item anymore
- Bought item by mistake
To start a return, you can contact us at contact@livestore.ca or reach out to one of the other options under our contacts page. Please note that returns will need to be sent to a provided address once your return is started.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@livestore.ca or one of our other contact options.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@livestore.ca or one of our other contact options.