At Livisca, customer satisfaction and product quality are important to us. We take care to ensure that our herbal teas, wellness products, and supplements are packed securely and delivered in good condition.

Because many Livisca products are food, consumable, herbal, nutraceutical, or wellness products, returns are subject to hygiene, safety, and quality considerations. Please read this Return & Refund Policy carefully before making a purchase.

1. Eligibility for Return or Replacement

A return or replacement request may be accepted if:

• You received a damaged product.
• You received a defective or compromised product.
• You received a wrong product different from what you ordered.
• The product was damaged or leaked during transit.
• The product packaging or safety seal was already broken or tampered with at the time of delivery.
• You received a product that was expired at the time of delivery.
• Items are missing from your order.

Requests are subject to verification by the Livisca customer support team.

2. Return Request Time

Customers should notify us of any eligible issue within 48 hours of delivery.

Please contact our customer support team and provide:

• Order number
• Customer name
• Registered phone number/email address
• Reason for the return/replacement
• Clear photographs of the product
• Photographs of the outer and inner packaging
• Photograph showing the batch number and expiry/best-before date, where relevant
• An unboxing video, if available

Please retain the product and its original packaging until your request has been reviewed.

3. Non-Returnable Products

For health, hygiene, and safety reasons, we generally cannot accept returns for consumable products when:

• The product has been opened or used.
• The seal has been broken after delivery.
• The product has been partially consumed.
• The original packaging, labels, or accessories are missing.
• The customer simply changes their mind after receiving the product.
• The customer does not like the taste, aroma, colour, or personal experience of a product where the product itself is not defective.
• The product has been damaged due to improper storage or handling after delivery.
• The return request is made after the specified return period without a legally required basis.
• The customer ordered an incorrect product or quantity and the correct items were delivered.

These restrictions do not override any rights or remedies available to consumers under applicable law.

4. Damaged or Defective Products

If your order arrives damaged, defective, leaking, tampered with, or otherwise compromised, please do not consume the affected product.

Contact our customer support team within 48 hours of delivery with photographs and relevant order details.

Once the issue has been verified, we may offer, as appropriate:

Replacement of the affected product, or refund of the eligible amount.

5. Wrong Product Delivered

If you receive a product different from the product you ordered, please contact us within 48 hours of delivery.

Please keep the incorrectly delivered product unused, unopened, and in its original packaging.

After verification, we will arrange an appropriate replacement or refund.

6. Missing Products

If one or more products are missing from your package, contact our customer support team within 48 hours of delivery.

Please provide photographs of the package and all products received. An unboxing video may help us verify the claim more quickly.

After verification, we may dispatch the missing product or issue an appropriate refund.

7. Expired or Unfit Product

We take product quality and shelf life seriously. FSSAI requirements applicable to e-commerce food businesses include shelf-life standards for food delivered to consumers.

If you believe you have received an expired, unsafe, or otherwise unfit product, do not consume it. Contact Livisca customer support promptly with photographs showing the batch number, manufacturing date, and expiry/best-before information.

Where the claim is verified, we will provide an appropriate replacement or refund in accordance with applicable law.

8. Product Recall

If any Livisca product is subject to an official product recall or is identified as unsafe or non-compliant, customers should discontinue use of the affected product and follow the instructions provided in the recall communication.

FSSAI provides for withdrawal/recall of food products that are unsafe or non-compliant, including products already possessed by consumers.

Any refund, replacement, collection, or disposal instructions applicable to a recalled product will be communicated separately.

9. Return Verification

Submitting a return or refund request does not automatically guarantee approval.

Our customer support team may review:

• Order and payment records
• Product photographs/videos
• Packaging condition
• Batch and expiry information
• Delivery information
• Reason for the claim

We may request additional information where reasonably necessary to verify the issue.

10. Refund Process

Once an eligible refund has been approved, it will be initiated to the original payment method, wherever technically possible.

For payments made through PhonePe Payment Gateway, UPI, debit card, credit card, net banking, or other online payment methods, refunds will generally be processed back through the applicable payment channel.

After Livisca initiates the refund, the time taken for the amount to reflect in your account may vary depending on your bank, card issuer, UPI provider, or payment service provider.

11. Refund Processing Timeline

Approved refunds will generally be initiated by Livisca within 5–7 business days after approval.

Once initiated, additional time may be required by your bank or payment provider to credit the amount to your account.

If you have not received an approved refund after the applicable processing period, please contact our customer support team with your order details.

12. Shipping Charges

If a return or replacement is approved because Livisca sent an incorrect product or because the product arrived damaged, defective, expired, or otherwise eligible under this policy, Livisca will bear reasonable return/replacement shipping costs where applicable.

Original shipping charges may otherwise be non-refundable, except where required by applicable law.

13. Refund Amount

Where a refund is approved, the refund will generally be limited to the amount actually paid for the eligible product, including applicable taxes as appropriate.

Discounts, coupons, promotional offers, and combo pricing may be taken into consideration when determining the refundable amount.

For example, where a product was purchased as part of a discounted combo, the refund may be calculated based on the effective amount paid for the applicable product rather than its standalone MRP.

14. Promotional & Free Products

Products provided free of charge as part of an offer, promotion, gift, or combo are generally not independently eligible for a cash refund.

If the main product associated with an offer is returned and refunded, Livisca may require any associated free product to be returned unopened, where applicable.

15. Exchanges

Livisca does not generally offer exchanges based on personal preference.

Where an eligible product is damaged, defective, incorrect, expired, or otherwise qualifies under this policy, we may provide a replacement rather than an exchange.

16. Cancellation vs. Return

This Return & Refund Policy applies primarily after an order has been delivered.

If you wish to cancel an order before dispatch, please refer to our separate Cancellation Policy.

For information about dispatch and delivery timelines, please refer to our separate Shipping & Delivery Policy.

17. Consumer Rights

Nothing in this policy is intended to limit rights available to consumers under applicable Indian law. India's Consumer Protection (E-Commerce) Rules apply to goods and services sold over digital or electronic networks.

18. Contact Us for Returns & Refunds

For questions regarding these Terms & Conditions or your use of Livisca.com, please contact:

Livisca
Legal Business Name: [Mutagen]
Business Address: [h-402 Ajnara le garden, Pardhan Market, nearby Gulshan Bellina Road, Sector 16B, Roza Yakubpur, Greater Noida, Ghaziabad, Uttar Pradesh 201318]
Email: [info@livisca@gmail.com]
Phone: [+91-9650777500]
Website: www.livisca.com

Customer Support Hours:
Monday to Sunday: [10:00 AM To 7:00 PM]

Please mention your Order Number in all return and refund communications.