General Information

At By Livi, you always have a 30-day return and cancellation policy. The period is counted from the day you receive your order. If the deadline falls on a public holiday, Christmas Eve, or New Year's Eve, it will be extended to the next working day.

How to Return an Item

You can use our return portal:

1. Fill in your information in our Return Portal.
2. Pack all items securely and in their original packaging.
3. Drop off the package at your nearest GLS parcel shop.

Click here to go to our: Return Portal

(If you received a wrong or defective piece of jewelry, please send an email to our customer service at info@bylivi.com).

Return Shipping Costs

• Free return labels are only provided for exchanges.
• If you withdraw from your purchase, you will be responsible for the return shipping fee of 35 DKK, which will be deducted from your refund.

If you do not wish to use our return portal, you must purchase your own return label. However, you must still inform us via info@bylivi.com.

Return Address:

By Livi ApS Co. Muramura ApS
Ryhavevej 50A - Port 7
8210 Aarhus V

Important: Ensure that your order number is clearly marked on the package.

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Refunds & Processing Time

Once we receive your return package, we will process it as soon as possible, and you will receive an email confirmation. Processing time for return packages is up to 2 weeks. The money will be refunded to the same payment method used for the purchase.

If your return cannot be approved, we will contact you via email.

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3 for 2 Offer – Terms & Conditions

(General terms and conditions also apply)

• Add a combination of 3 products to your cart, and we will automatically apply a discount equal to the cheapest product. If you add 4 products, the discount will apply to the two cheapest items.
• Unless otherwise stated, discount codes cannot be used in combination with the 3 for 2 offer.
• If you return the free product, no refund will be issued.
• If you return one of the paid products, you will be refunded the amount for that product minus the value of the free product at the time of purchase.

Example:
If your cart contains items priced at 965 DKK, 775 DKK, and 485 DKK, you will not pay for the 485 DKK product.

• If you return the 775 DKK product, your refund will be 775 DKK - 485 DKK = 295 DKK.

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Responsible Returns

When returning or exchanging an item, you are responsible for ensuring that it is properly packaged and in the same condition as when you received it.

We recommend keeping proof of shipment. Once we receive your return package, our customer service team will process it immediately.

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Condition of Returned Items

• You are only liable for any decrease in value if the product has been used in a way beyond what is necessary to determine its nature, properties, and function.
• You can try the item as you would in a physical store, but not use it.
• If the product has been used beyond this, it will be considered used, and you may only receive a partial refund or no refund at all, depending on its resale value.

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Complaints & Warranty

You have a 2-year warranty under the Danish Sale of Goods Act. Depending on the situation, you may be entitled to:

• Repair of a defective item
• Replacement
• A price reduction
• A full refund

Please note that the warranty does not cover:

• Normal wear and tear
• Damage due to incorrect handling, misuse, or lack of maintenance

If you discover a fault with your product, please report it as soon as possible.

How to File a Complaint

1. Send an email to info@bylivi.com
2. Write "Complaint" in the subject line and include your order number
3. Describe the issue and attach a photo or video of the defect

Once we receive your email, we will review your case and find a suitable solution. Each case is handled individually, and the resolution will depend on the specific situation.