At Live True Co., we want you to be 100% satisfied with your order. By placing an order for any of our products, you indicate that you have read this refund policy and that you agree with and fully accept the terms of this refund policy.
All returns & refund requests must be submitted 60 days after order date. To start your return process, please contact us at email@example.com. Returned items must be returned in new condition and in original packaging. We are not responsible for return shipping costs.
There are 2 categories of items at Live True Co., and each category has it's own policy.
1. Custom Jewelry
If you are not completely satisfied with your custom jewelry, you may return it for a refund (minus a 35% restocking fee) within 60 days of the purchase date. We also accept exchanges, but due to custom nature of this product and not being able to resell returns we charge a 35% remake fee. Further, we only allow a maximum of 1 remake per item.
However, if the item is defective, we will either replace it at no cost to you or you can send it back to us for a full refund.
3. All Other Merchandise
We offer a 60 day full money back guarantee on all other merchandise. If you don't like the item, you can send it back to us for a full refund (less the shipping costs).
If the item is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund.
REFUNDS (IF APPLICABLE)
Once your return is received, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange your item for the same item, please send us an email at email@example.com
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Orders will be shipped to the address provided at checkout. Live True Co. is not responsible for any lost items due to incorrect addresses. If the order is returned to Live True Co. due to invalid or incorrect address, the customer will be responsible for additional shipping fees and must pay for fees before order can be reshipped to the correct address.
CUSTOMS FEES AND/OR DUTIES
There may be duties or custom fees uncured on your order upon delivery. Live True Co. is not responsible for paying these fees and are the responsibility of the buyer. However, we have shipped hundreds of packages worldwide and only a handful of customers have contacted us about customs fees or duties.
If you need to cancel your order, please notify us immediately. Once a custom jewelry item has entered production, we cannot approve order cancellations as we have begun working on your order. For non-custom items, we cannot process an order cancellation if the item has shipped.
For hand calligraphy orders, if the order is cancelled after our calligrapher has made your design, there will be a $20 artist fee deducted from your refund.