Refunds & Cancellations

1. Product Return Eligibility Due to hygiene, safety, and product-quality considerations, opened dental, oral-care, cosmetic, skincare, herbal, and edible/nutritional products are generally non-returnable. Handcrafted bags and natural-material mats may be eligible for return where applicable, provided they are unused, undamaged, and returned in their original condition with applicable tags or packaging intact. Nothing in this Policy limits any return, refund, replacement, or consumer right that cannot legally be excluded. 2. Damaged, Incorrect or Defective Products If a product arrives damaged, broken, leaked, materially defective, or different from the product ordered, Livzen will, after verification, provide an appropriate replacement or refund at no additional product cost, subject to the applicable return/refund terms. Customers should contact us as soon as possible after receiving the order. 3. Reporting & Supporting Evidence Customers should report damaged, incorrect, missing, or defective items within 48 hours of recorded delivery through WhatsApp support or info.livzen@gmail.com. To help us investigate and resolve a claim, customers may be asked to provide their Order ID, photographs of the product and shipping package/label, and an unedited unboxing video where available. Additional reasonable information may be requested where necessary to verify a claim. 4. Order Cancellation Eligible orders may be cancelled within 2 hours of placing the order, provided the order has not already been processed or dispatched. Once an order has been handed over to the courier or otherwise entered the shipping process, cancellation may no longer be possible. Where cancellation is accepted after payment, the applicable refund will be processed according to this Policy. 5. Refund Processing Once a refund is approved, Livzen will generally initiate the refund within 2 business days. Refunds will normally be made to the original payment method or another legally permissible method agreed with the customer. The time taken for the amount to appear in the customer's account may depend on the payment provider or bank. 6. Non-Returnable or Ineligible Claims Returns or refunds may not be available for products that have been opened, used, altered, damaged after delivery, improperly stored, or used contrary to product instructions, except where applicable law provides otherwise. Claims may also require verification to prevent misuse or fraudulent requests. 7. Contact & Resolution For cancellation, return, replacement, or refund assistance, contact info.livzen@gmail.com or our official WhatsApp support channel with your Order and relevant details. Livzen will review eligible claims fairly and process approved remedies in accordance with this Policy.