Refund Policy

At Livia Hart, we want you to love your order. This Refund Policy explains how to return an item and request a refund or an exchange.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits your rights under the ACL.

30-day change-of-mind returns

In addition to your rights under the ACL, you can return items within 30 days of delivery if you change your mind. To be eligible:

  • the item is unworn, unwashed and in its original condition
  • all original tags and packaging are included
  • you provide your order number as proof of purchase

Items you received free of charge (for example as part of a promotion) cannot be returned for a refund.

How to start a return

Email us at support@liviahart.com with your order number and the reason for your return. We will reply with the return instructions and the return address. Please do not send items back without contacting us first, so we can process your return correctly.

Return shipping costs

  • Change of mind: return shipping costs are paid by the customer. We recommend using a tracked shipping service.
  • Faulty, damaged or incorrect items: return shipping is free.

We do not charge restocking fees.

Refunds

Once your return has arrived and been inspected, we will email you to let you know whether your refund has been approved. Approved refunds are issued to your original payment method. Depending on your bank or card provider, it can take up to 10 business days for the refund to appear.

Exchanges

Would you like a different size or colour? Contact us first and we will check availability. In some cases, we may ask you to return the item for a refund and place a new order, as this is often the fastest option.

Faulty, damaged or incorrect items

Please check your order as soon as it arrives. If an item is faulty, damaged in transit or not what you ordered, let us know within 7 days of delivery to use our fast, free replacement process. Please include:

  • your order number
  • clear photos or a video of the problem
  • photos of the packaging and the shipping label
  • a short description of the issue

Once your report has been approved, we will send you a free replacement. Where a replacement is not possible, or where you are entitled to a different remedy under the ACL, we will offer a repair or a full refund. Reports made after 7 days will be assessed individually. The 7-day period does not limit your rights under the ACL.

Questions?

Email us at support@liviahart.com. We aim to reply within 24 hours.