Refund policy

Last updated: October 5, 2025

At EcoluxLiven, we value your satisfaction.
If you are not completely happy with your purchase, we’re here to help — within the framework of EU consumer protection laws.

1. Eligibility for Returns

You have the right to return your order within 14 days after receiving it, without giving any reason.
To be eligible for a return:

  • The item must be unused, in its original packaging, and in the same condition that you received it.

  • Items that are custom-made, personalized, or on sale cannot be returned unless they are defective or damaged.

2. How to Request a Return

To start a return, contact us at
📩 ecommercesafesales@gmail.com
Please include:

  • Your order number

  • The reason for return

  • Clear photos if the item is damaged or defective

Once your request is approved, we’ll send you instructions for returning your item.

3. Return Shipping

  • Customers are responsible for return shipping costs, except when the item arrived damaged or incorrect.

  • We recommend using a trackable shipping service.

  • EcoluxLiven cannot be held responsible for items lost during return transit.

4. Refunds

Once we receive and inspect your returned item, you’ll be notified by email.
If approved, a refund will be issued to your original payment method within 5–10 business days.
Shipping fees (if any) are non-refundable, except in the case of an error on our part.

5. Exchanges

We only replace items if they are defective or damaged.
If you need an exchange, please contact us at ecommercesafesales@gmail.com before sending your item back.

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us within 7 days of delivery with your order number and photos.
We will send a replacement or issue a full refund as soon as possible.

7. Non-Returnable Items

The following items cannot be returned:

  • Custom-made or personalized products

  • Gift cards

  • Clearance or final sale items

8. Contact

If you have any questions about our return and refund policy, feel free to contact us:
📧 ecommercesafesales@gmail.com
🌐 www.ecoluxliven.com