Details of our Refund and Returns Policy are set out below. Please see our Standard Terms & Conditions of Sale for full details of the terms on which we supply products and services.

Damaged, faulty products and incomplete orders

If any products you have purchased arrive damaged or are faulty, you may have:

• rights under our Refund & Returns Policy set out below including under Livska’s and its suppliers and manufacturers product warranties, subject to the terms of your quotation or order; and/or
• legal rights and remedies in Australia under the Australian Consumer Law in the Competition and Consumer Act 2010 (Cth) and other consumer laws applying in your Australian State or Territory.

If your order arrives incomplete or otherwise not in accordance with the order, please contact us at customer.service@livska.com.au or on +61 02 9221 0859 within 5 business days so that we can validate any omission or non-compliance and rectify it. Livska will not be liable for any incompleteness or other non-compliance with the order outside of this notice period.

Change of Mind – goods and services

No refunds are provided for custom made products or special orders, if you change your mind, make a wrong selection, find a preferable alternative product or simply have found the goods or services cheaper elsewhere. However, in certain cases we may in our absolute discretion agree to give a credit to purchase alternative products within 12 months.

Livska and Manufacturer Warranties

Livska and/or the manufacturers or suppliers of the products provide specific warranties for some products and services which may overlap with your rights and remedies under the Australian Consumer Law.

The terms of Livska’s and some manufacturer and supplier warranties are available on this Website and may also be set out or referred to in our quotes, sales orders or accessed in our product packaging.

Please contact us if you would like more information or would like to make a warranty claim. We can be contacted via our Website Contact Us page, by email at customer.service@livska.com.au or by telephone.

Damaged or faulty goods

Delivered goods may not be returned unless they are defective or faulty on delivery or damaged in transit. All claims are subject to inspection. 

The customer must promptly inspect products following delivery for any visible damage or faults and any discrepancies with the order (including any shortfall or incorrect product) and notify us no later than 5 business days after delivery. Subject only to applicable product warranties and statutory rights, Livska will not accept any liability for damaged or faulty goods notified outside this notice period.

Where relevant, Livska will arrange to have damaged or faulty goods returned to the supplier and for the repair or replacement of the goods or otherwise refund the price to you. Damaged or faulty goods must be returned in the condition received by you with all original packaging, accessories and manuals to receive a full refund. We will also require evidence of purchase, such as a copy of your invoice.

Refunds of damaged or faulty goods will normally be processed within 10 business days. Any refund will be made by the same payment method used to purchase the product except that cash payments may be refunded by direct deposit to a bank account.

Costs and expenses for returning goods

If Livska (acting reasonably) considers the goods to have breached a statutory consumer guarantee, any freight costs to return the goods to the supplier will be at Livska’s or the supplier’s cost.

All costs for returning goods under any warranty claim that does not constitute a breach of a statutory consumer guarantee will be at your cost and expense.

Returns and repairs

You may contact us to arrange for the return or repair of goods at customer.service@livska.com.au.

If we agree that you may return any goods that cannot be easily returned to us or the supplier due to their size, the nature of the damage or because they have been affixed or installed, please contact us and we will arrange an inspection to assess the goods.

You must adequately package any product you are returning for any reason to ensure that it is not damaged during return delivery.

Goods returned for repair will be assessed and, if relevant, replaced or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, for example where goods are assessed to have been damaged or are faulty by misuse, incorrect installation or accident or where your statutory rights or any Livska or supplier or manufacturer warranty do not apply. We may provide you with an indicative fee, which may vary due to reasons beyond our control.

Australian Consumer Law consumer guarantees

Consumer guarantees under the Australian Consumer Law cannot be excluded or limited and are in addition to any Livska and manufacturer warranties. Nothing in our Standard T&Cs limits or excludes any guarantees imposed by law, including under the Australian Consumer Law.

Please ensure you keep a copy of your invoice or can otherwise provide proof of any product purchases and services contracts to verify any claim.

If there is a major problem with any purchased products, under the Australian Consumer Law you are entitled to a replacement or a refund and compensation for any difference in the value of the goods Livska provided and what you paid. If the problem with a product is not major, you are entitled to have the goods repaired or replace if the goods are not of acceptable quality.

If there is a major problem with any services we have provided, you can cancel your contract for services and receive a refund for unconsumed services, or choose to continue with the services contract, you can ask us to compensate you for any difference in the value of the services we provided and what you paid.

Further information about the consumer guarantees under the Australian Consumer Law can be obtained from the Australian Competition and Consumer Commission InfoCentre on 1300 302 502 or at www.accc.gov.au.

Need help?

Contact Us at customer.service@livska.com.au for questions related to refunds and returns.