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Whether you bought clothes or decorative items, in store or online, you can return them to one of our stores.

In-store clothing return policy
You have 30 days from the date of purchase to return unsuitable garments to us, regardless of the reason for the return. With the exception of products purchased as final sales (50% or more for clothing), they cannot be returned, exchanged or refunded.

Return policy for decorative items in store
You have 15 days following the date of purchase in store or the date of receipt to return decorative items that do not suit you, whatever the reason for the return. With the exception of products purchased as final sales (40% or more on decoration), they cannot be returned, exchanged or refunded.

In-Store Furniture Return Policy
Furniture cannot be returned to the store. You must contact our customer service to schedule a pick-up within 15 days of receipt. See the section on furniture returns by our delivery partners for full details. Products purchased as final sales (30% or more on furniture) cannot be returned, exchanged or refunded.

Conditions for returning clothes to the store
Returned garments must be in new condition and bear the original tag. Items that have been washed, worn, stained or damaged will not be returned or refunded. For hygienic reasons, underwear, swimsuits and pierced earrings are not refundable.

Conditions for returning decorative items in store
Decorative items must be returned in their original packaging and in good condition. Items must not be broken, damaged or altered in any way.

Reimbursement of clothing and decorative items in store
Note that items purchased in store can only be returned and refunded in store. You must present the invoice and the item to obtain a refund. The transaction will appear on your statement within 5-7 business days of the refund.

To obtain a refund, you must provide original receipts. Return policies and conditions must be adhered to. All refunds are made to the original form of payment. Items on firm sale, clearance or purchased as is cannot be returned or refunded. Delivery charges paid to deliver your order are non-refundable. Delivery, return and restocking costs for furniture are non-refundable.

LIVØM reserves the right to refuse any returns that do not comply with the conditions and return policies.

Special Events: We do not make price adjustments or refunds during special events such as Black Friday and Boxing Day sales. Before you go, contact the nearest store to make sure they can process your return.

 

Return of clothing, decorative items and small furniture by mail

Return policy for clothing, decor items or small furniture by mail
You have 30 days from the date of purchase to return unsuitable clothing, decor or small furniture, regardless of the reason for the return. With the exception of products purchased as final sales (50% and more for clothing, 40% and more on decoration, 30% and more on furniture), they cannot be returned, exchanged or refunded.

Condition for returning clothing, decorative items or small furniture by mail
Clothes, decorative items or small furniture returned must be in new condition and have the original tag attached. Items that have been washed, worn, stained or damaged cannot be returned or refunded. For hygienic reasons, underwear, swimsuits and pierced earrings are not refundable.

Reimbursement of clothing, decorative items or small furniture by mail
You will get a refund within 5 business days of our customer service team receiving the package. Note that it may take 5-7 business days for the transaction to appear on your card statement. Clothing, decor items or small furniture purchased in store can be returned and refunded in store only.

To obtain a refund, you must provide original receipts. Return policies and conditions must be adhered to. All refunds are made to the original form of payment. Items on sale, firm sale, clearance or purchased as is cannot be returned or refunded. Delivery charges paid to deliver your order are non-refundable. Delivery, return and restocking charges for furniture are non-refundable. LIVØM reserves the right to refuse any returns that do not comply with the conditions and return policies.

Costs of returning clothing, decorative items or small furniture by mail
Use the return label included in the shipment. Your return will be made free of charge.

Return procedures with courier service

  • On your delivery slip, circle the item(s) you are returning.
  • Repack the item(s) according to the return conditions mentioned above.
  • Place the packing slip and the return item(s) in the bag or box.
  • You can use the same bag or the transport box to put the clothes.
  • Drop everything off at a courier service drop-off point

Lost your return label? No problem; just contact us and we will send you another one.

 

Return of furniture by our delivery partners. 

Furniture return policy by our delivery partners

You have 15 days from the date of receipt to return furniture that does not suit you, whatever the reason for the return. With the exception of products purchased as final sales (30% or more on furniture), they cannot be returned, exchanged or refunded.

Conditions for returning furniture from our delivery partners
Furniture must be returned in its original packaging and in good condition. Items must not be broken, damaged or altered in any way.

Reimbursement of furniture upon pickup by our delivery partners
Furniture purchased in store cannot be returned and refunded in store. You will get a refund within 5 business days of receipt of the furniture by our customer service team. Note that it may take 5-7 business days for the transaction to appear on your card statement.

To obtain a refund, you must provide the original receipts as well as the return slip. Return policies and conditions must be adhered to. All refunds are made to the original form of payment. Items on sale, firm sale, clearance or purchased as is cannot be returned or refunded. Delivery charges paid to deliver your order are non-refundable. Delivery, return and restocking charges for furniture are non-refundable. LIVØM reserves the right to refuse any returns that do not comply with the conditions and return policies.

Costs of returning furniture by our delivery partners
When scheduling pickup with our customer service team, the return fee of $95 (plus tax) as well as a restocking fee of 15% (plus tax) of the value of your furniture will automatically deducted from the refund. Pickups are always made in the territory served by our delivery partners.

Pick-up planning procedure by our delivery partners
To return furniture, you must schedule a pickup with our customer service team. Pickups are made Monday through Friday. Contact our customer service team directly to schedule an appointment.

Pick-up procedure by our delivery partners

  • Repack your property according to the return conditions mentioned above.
  • On the scheduled day, you will receive a call from the driver, between 7 a.m. and 9 a.m., to confirm the pick-up.
  • Make sure you are present and do not leave your package outside your home unattended.
  • Make sure that passageways are free, safe, cleared of snow and de-iced.
  • Our team of carriers will pick up your package at the original drop-off location.
  • Our carrier teams are not permitted to enter your property. Therefore, make sure you are able to transport your box to the original drop-off location.
  • Once the goods are in the possession of our partners, the signature of a person aged 18 or over will be required to confirm the support of the product.


Important

  • Our carriers are not authorized to pack your goods.
  • Our carriers cannot make cash or card returns.
  • They won't ask you to pay cash or card return fees.

Our carriers do not have any items with cash value on them.

Cancellation of a web order or an order made in store

Cancellation of an order for clothing or decorative items
Do you regret the purchase you just made online or an order made in store? We understand. Until you have received the shipping confirmation, you can cancel your order by contacting us by phone or email. If you have already received a shipping confirmation, the package is on its way.

For the clothes : Don't worry, you can return the clothes to us in store or by using the included return label, free of charge.

For decorative items: Don't worry: you can return decorative items to us in store or by using the included return label. A fee of $19.95 (plus tax) will be deducted from your refund.

Cancellation of a furniture order
Do you regret the purchase you just made online or an order made in store? We understand. As long as you have not received the shipping confirmation, you can cancel your order by contacting us by phone or email.

Refund of products

Order not shipped
Orders canceled and not shipped are refunded immediately. Note that it may take 5-7 business days for the transaction to appear on your card statement.

Shipped
Canceled and shipped orders will be refunded within 5 business days of receipt of the products by the customer service team. Note that it may take 5-7 business days for the transaction to appear on your credit card statement.


To obtain a refund, you must provide original receipts and return policies and conditions must be followed. All refunds are made to the original form of payment. Items on sale, firm sale, clearance or purchased as is cannot be returned or refunded. Delivery charges paid to deliver your order are non-refundable. Delivery, return and restocking charges for furniture are non-refundable. LIVØM reserves the right to refuse any returns that do not comply with the conditions and return policies.

LIVØM reserves the right to cancel any order without notice for reasons of stock shortage, fraud or other reasons. In the event that fraud is detected, the system cancels the transaction and issues an immediate refund.



Do you notice an anomaly on the box or packaging of your furniture?

Our transport teams are trained to handle the goods with care and attention so that your products are not damaged and reach you in the original conditions of the manufacturer. If, by any chance, you notice an anomaly on the box or the original packaging at the time of delivery, ensure that it is indicated on the delivery note (copy of the carrier), then inform our customer service by telephone or email within 2 working days of receipt of goods.


Does your item seem defective?

If you notice a defect while unpacking your furniture, contact us within 2 business days of delivery. Our team will assess the options available to you. Of course, there will be no delivery and restocking costs if the defect on the furniture was caused by our manufacturer or our delivery partner.

A defect appears within one (1) year following the date of delivery?

Because we believe in the quality of our products and we want your complete satisfaction. If you notice a manufacturing defect following regular use of the product, within one (1) year.

Contact our customer service team, make sure you have your original sales receipt and two photos of the defect. Make sure you have complied with all of the following terms of use throughout your ownership;

 

What is not considered defective;

 

  • The assembly or installation has been done improperly;
  • If there has been a modification such as; reinforcement, staining, sandblasting, varnish sanding and drilling;
  • If the product has been cleaned with inappropriate products;
  • All damages such as; deformations, tears, scratches and discoloration of materials;
  • Discoloration caused by an external product such as; cushion dyeing, clothing;
  • Pilling, fabric shrinkage and padding;
  • If the product has been misused and does not meet the terms of use.
  • The defect is not due to an incident or the result of negligence or overuse;

 

The terms of use

 

  • The product was used for household purposes only;
  • The product cannot be used for commercial purposes;
  • Interior products are for indoor use only;
  • The product was used for its original purpose;
  • The product has been cleaned, dusted and maintained with products that meet our maintenance standards.

Spare parts

All of our furniture is inspected by our manufacturer and by our associates upon receipt at our distribution center. Upon receipt of your furniture, be sure to check that all parts are included and correspond to the quantities mentioned in the assembly manual. If you notice that a part is missing to assemble your furniture, contact our customer service as soon as possible. 24 hours working days following receipt of the goods; we might have spare parts. We will send you the part for free.

Breakage of a part during assembly

Assemble furniture carefully and carefully. Unfortunately, we are not responsible for parts breaking during furniture assembly. However, if this happens, contact our customer service; we might have spare parts. Note that parts replacement and delivery costs will be charged.

Additional costs

Since well-informed customers are happy customers, we want to be completely transparent with our customers: in certain situations, we may charge you an additional fee.

Additional fees for pick-ups by our delivery partners

  • If you are not present at the time of pick-up, a fee of $95 (plus tax) will be charged. These costs cannot be refunded.
  • If our carriers cannot perform the pick-up for security reasons, because it would represent a danger for them, a fee of $95 (plus tax) will be charged. These costs cannot be refunded.
  • If our carriers have to show up a second time, for whatever reason, you will be charged an additional $95 (plus tax). These costs cannot be refunded.
  • Cabinetmaking costs could, in certain situations, be billed to you.

Parts replacement costs

  • Each of the parts will be invoiced individually at a unit cost.
  • Delivery costs will be charged to you. Charges will be calculated individually based on the weight and size of the piece.

Don't worry: any additional charges will be communicated to you before they are applied. They will be charged to the credit card used during the purchase.