After-Sales Support

What is the process in cases of user-related issues?

Our products are covered under Livello warranty for 2 years from the date of delivery.

If the product is not used in accordance with its intended use, any issue that arises will not be covered under warranty. In cases determined to be caused by user error, we provide support for a fee.

Below are examples of cases considered user-related errors:

Exposure of the product to water
Placement in a highly sunlit area
Failure to avoid sudden hot and cold contact
Cleaning with chemical substances
Transporting in a way that damages the product
Overloading the product beyond its weight capacity
Stains, scratches, or breakages caused by external factors

What are the return conditions?

Return conditions for standard products:

You may return your product within 14 days from the delivery date without giving any reason.
After the 14-day withdrawal period, discretionary returns of standard products are not accepted.
Customized products cannot be returned.

How is the refund made for credit/debit card payments?

We issue your refund to the bank in one transaction.
If you purchased in installments, the bank will refund the amount in installments. The refund process between the bank and the customer is outside Livello’s responsibility.
Refunds for credit card purchases cannot be made in cash due to bank agreements. Refunds must be made to the original credit card used.
The time it takes for the refund to appear on your account depends on the bank’s policies after we initiate the refund.

How can I report missing or damaged products?

If you’re not satisfied after delivery, notify us within 14 days, and we will start the resolution process immediately and aim to resolve it within 20 business days.

For missing products or parts, we ensure they are reproduced or, if forgotten in the warehouse or during shipment, dispatched promptly.

For incorrect or damaged items, our expert team will investigate and take the most appropriate and fastest action to resolve the issue.

If the solution involves replacing parts such as legs, fabric, handles, wardrobe doors, or tabletop panels, our team will send these to your address within the specified time frame.

If repair is needed, our team will visit your home. If more extensive work is required, we will collect the item and deliver it back to you after the issue is resolved.

What should I do to return a product?

Once the product reaches us and the necessary checks are completed, we will begin the refund process within 2 business days.

Return process for delivered-by-truck products:

Returns for products delivered by our logistics team will be arranged by Livello. After your return request, we will contact you to schedule a pickup date.

Return process for shipped-by-cargo products:

After your return request, we will provide the name of the contracted shipping company and a return code. After delivering the item to the courier, you must share the tracking number with us. The item must be packaged in its original packaging or an equivalent one to prevent damage during return shipping.