Refund policy

At Laivra, we want you to love every piece you receive. We understand that sometimes things do not work out, so we have outlined our refund, return, and replacement policy clearly below.

30-Day Standard Return Policy

Items that are not purchased as part of a special promotion are eligible for return within 30 days of delivery.

To qualify for a return:

• The item must be unworn and unused

• The item must be returned in its original packaging

• You must provide your order number or proof of purchase

• You must contact us within 30 days of delivery

To begin a return, email us at info@laivra.com.

Once your return request has been approved, we will provide you with the necessary return instructions.

Items sent back without prior authorization will not be accepted.

After the returned item has been received and inspected, an approved refund will be issued to the original payment method.

Orders Purchased Under a Special Promotion

Items purchased as part of a special promotion are subject to different refund terms.

These orders are not eligible for a standard physical return.

Instead, eligible customers may receive a partial refund while keeping the items they received.

Depending on the terms and discount of the promotion, the partial refund offered will generally be between 30% and 50% of the amount paid.

A partial refund may be offered when:

• You change your mind

• You are not fully satisfied with the item

• You selected the wrong color or style

• The item does not suit your personal preferences

• You no longer wish to keep the order

To request assistance, email info@laivra.com within 30 days of delivery and include your order number and the reason for your request.

Once a partial refund has been accepted and processed, no additional refund or replacement will be available for the same concern.

These promotional terms do not apply to damaged, defective, incorrect, missing, lost, or undelivered orders.

Damaged or Defective Items

Please inspect your order when it arrives.

If an item arrives damaged or defective, contact us as soon as possible at info@laivra.com.

Please include:

• Your order number

• A description of the issue

• Clear photographs or a short video showing the damage or defect

• A photograph of the packaging, when relevant

Once the issue has been reviewed and approved, you may choose between:

• A free replacement; or

• A full refund of the applicable purchase amount

You will not normally be required to return the damaged or defective item.

Damage caused after delivery by misuse, an accident, improper storage, intentional damage, or an unauthorized repair is not considered a manufacturing defect.

Incorrect or Missing Items

Contact us at info@laivra.com if:

• You receive the wrong item

• You receive the wrong color

• An item is missing from your package

• The quantity received does not match your order confirmation

Please include your order number and clear photographs of everything received, including the packaging and shipping label.

Once the issue has been verified, we will provide a replacement or a full refund for the incorrect or missing portion of the order.

You will not normally be required to return an incorrectly delivered item.

Lost or Undelivered Orders

If your order does not arrive, contact us at info@laivra.com so that we can review the shipment with the carrier.

An order is not considered lost while it remains in active transit or is experiencing a temporary carrier delay.

If the shipment is confirmed as lost in transit or cannot be delivered, you may choose between:

• A free replacement order; or

• A full refund of the applicable purchase amount

If tracking shows that the package was delivered but you cannot locate it, please first check:

• Around the delivery location

• With other members of your household

• With neighbors

• With your building reception or mailroom

• Directly with the delivery carrier

If the package still cannot be located, contact us with your order number and delivery information. We will review the available tracking details before determining the appropriate resolution.

Limited Lifetime Color Guarantee

Laivra jewelry is designed to be worn and enjoyed every day.

Our gold-tone jewelry is made with 18k gold plating over surgical steel and is designed to resist water exposure, tarnishing, and fading.

We are confident in the quality of our jewelry. For this reason, eligible Laivra pieces are protected by our Limited Lifetime Color Guarantee.

What the Guarantee Covers

If an eligible Laivra item experiences significant tarnishing, fading, or loss of its original gold or silver color during normal use, we will send you a replacement item free of charge.

The guarantee applies for as long as the original purchaser or original gift recipient owns the item.

The guarantee covers color-related issues caused by normal everyday use, including ordinary exposure during activities such as:

• Showering

• Swimming

• Exercising

• Washing your hands

• Going to the beach

• Using ordinary soaps, perfumes, or lotions

Although our jewelry is designed for everyday wear, we recommend avoiding direct exposure to bleach, industrial cleaning products, and other unusually harsh chemicals.

How to Submit a Color Guarantee Claim

To submit a claim, email info@laivra.com and include:

• Your original order number or purchasing email address

• A clear photograph or video showing the color issue

• A brief description of what happened

• Your current shipping address

You will not normally be required to return the original item.

Once the claim has been reviewed and approved, we will send a replacement of the same item and color when available.

If the original item is no longer available, we may offer:

• A comparable replacement

• Another available color

• Store credit based on the original product’s purchase value

The Limited Lifetime Color Guarantee provides a replacement rather than a cash refund.

What the Guarantee Does Not Cover

The Limited Lifetime Color Guarantee applies only to tarnishing, fading, or loss of color. It does not cover:

• Lost or stolen jewelry

• Scratches, dents, or surface marks

• Broken, bent, stretched, or crushed jewelry

• Broken chains, clasps, links, or fastenings

• Missing stones or decorative elements

• Accidental or intentional damage

• Damage caused by unauthorized alterations or repairs

• Damage caused by bleach, industrial cleaners, or unusually harsh chemicals

• Counterfeit items

• Items purchased from unauthorized sellers

• Fraudulent, duplicated, or abusive claims

Laivra reserves the right to reject a claim when there is reasonable evidence of fraud, misuse, policy abuse, or an item that is not authentic Laivra jewelry.

Replacement items remain covered for qualifying color issues under the same guarantee.

Exchanges

If a standard-priced item is eligible for return, you may return it within the applicable 30-day period and place a new order for your preferred color or style.

Items purchased under a special promotion are not eligible for a traditional physical exchange. Depending on the promotion, we may offer a partial refund of between 30% and 50% while allowing you to keep the original item.

Replacements provided because of damage, defects, fulfillment errors, lost shipments, or an approved color guarantee claim are not considered standard exchanges.

Order Changes and Cancellations

Cancellation and order-change requests must be submitted within 24 hours of purchase by emailing info@laivra.com.

We will do our best to accommodate your request. However, cancellations or changes are only possible if the order has not already entered processing or fulfillment.

Once an order has been processed or shipped, it can no longer be canceled or modified.

European Union Customers

Customers whose orders are delivered within the European Union may have mandatory consumer rights in addition to the Laivra policies described above.

For eligible online purchases, EU customers generally have the right to withdraw from the purchase within 14 days of receiving the order without providing a reason.

To exercise this right, contact info@laivra.com within the applicable withdrawal period.

Where a physical return is required, the item must be returned in accordance with the instructions provided by our support team. Customers may be responsible for the direct cost of returning a change-of-mind order unless otherwise required by law.

Personalized, custom-made, hygiene-related, or other legally exempt products may not qualify for the right of withdrawal.

EU customers also retain their mandatory legal rights regarding faulty, damaged, incorrect, or misdescribed goods.

Nothing in this policy limits or excludes any consumer right that cannot legally be limited or excluded.

Refund Processing

Once a refund has been approved, it will be issued to the original payment method.

Please allow up to 10 business days for Laivra to process an approved refund.

Your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

If more than 15 business days have passed since your refund was approved, contact us at info@laivra.com.

Chargebacks and Payment Disputes

We are committed to resolving customer concerns fairly and efficiently.

Please contact us at info@laivra.com before initiating a chargeback or payment dispute so that our support team has an opportunity to investigate and resolve the issue.

Opening a chargeback while a refund or replacement request is already being reviewed may delay the resolution.

Nothing in this section limits any legal right you may have through your bank, card issuer, payment provider, or applicable consumer law.

Contact Us

For questions about this policy, a return, refund, replacement, or Lifetime Color Guarantee claim, contact:

info@laivra.com

Please include your full name and order number so that we can assist you as quickly as possible.

Thank you for choosing Laivra.