Our returns & refunds policy

• Defective or damaged on arrival? We'll replace, repair or refund — your choice.
• Wrong item shipped? Free return and replacement.
• Changed your mind? Only sealed, unopened, non-intimate items qualify.
• You have 7 days from delivery to notify us of any issue.

For health and hygiene reasons, the following items are non-returnable once opened, used, or with broken seals:

• Vibrators, dildos, strokers, sleeves and any insertable toy
• Lubricants, oils, sprays and wellness consumables
• Lingerie, harnesses and intimate apparel
• Anal toys, plugs and prostate massagers
• BDSM gear that comes into contact with skin or fluids

This exclusion is permitted under section 20(2)(d) of the Consumer Protection Act and is standard practice across the global adult-products industry.

If your item arrives broken, defective, missing parts, or develops a fault within 6 months of delivery (and the fault isn't from misuse), you're protected under the CPA section 56 implied warranty.

We will, at your option:

• Replace the product (subject to stock)
• Repair it where reasonable
• Refund the full purchase price

Please email hello@livio.co.za within 7 days of delivery with your order number, a description of the issue, and photo or video evidence.

If you bought a non-hygiene-sensitive item (e.g. an unopened storage bag, sealed game, or accessory) and changed your mind, you may return it within 7 days of delivery provided:

• It is unused, unopened, with all original packaging and seals intact
• You cover return shipping costs
• The item is not on the non-returnable list above

A handling fee of up to 15% may apply per CPA section 20(6).

1. Email hello@livio.co.za with your order number and reason.
2. We'll respond within 2 business days with return instructions and a return reference.
3. Ship the item back (or we'll arrange Courier Guy collection for defective items).
4. Once inspected and approved, refunds are processed within 10 business days to the original payment method.

For any return, refund or order issue, contact us:

• Email: hello@livio.co.za
• Contact form: livio.co.za/contact

This policy complies with the Consumer Protection Act 68 of 2008 (South Africa) and the Electronic Communications and Transactions Act 25 of 2002. Nothing in this policy limits your statutory rights as a consumer.