Support After Sale

How does the process work in user-induced errors?

Our products are covered by Livello warranty for 2 years from the date of delivery.

If the product is not used in accordance with the conditions of use, any problems that occur with the product are not covered by the warranty. We provide paid support to our customers in cases determined to be user-related.

You can review some examples of situations that are considered as user error from the following items.

Exposure of the product to water
Being in a place with a lot of sun
Avoiding sudden contact with hot and cold
Cleaning with chemicals
Transport in a way that damages the product
Loading more weight than the product can handle
Stains, scratches, breaks caused by external reasons on the products

What are the product return conditions?

Return conditions for standard products:

You can return the product without giving any reason within 14 (fourteen) days of the right of withdrawal from the delivery date.
Standard products cannot be returned arbitrarily after the 14-day right of withdrawal from the delivery date expires.
Customized products are also non-refundable.

How is the payment refunded by credit/debit card?

We make the return payment to the bank in one go.
No matter how many installments you bought the product, the Bank makes the repayment in installments. The method of return to be made by the bank is between the bank and our customer, and Livello has no responsibility in this regard.
In case of the return of goods and services purchased with a card, our customer cannot be paid in cash as per the contract made with the Bank. Payments made by credit card will be refunded to the same credit card.
From the moment the credit card refund is made by us, the reflection time on your account may vary depending on the bank's policy.

How can I report missing/damaged products?

If there is a situation that does not satisfy you after delivery, if you notify us within 14 days, we will start the process for you immediately and do our best to resolve it within a maximum of 20 working days.

We ensure that your products are reproduced for your missing product and part notifications, or if the product is forgotten in the warehouse or cargo as a result of an error, we provide guidance for it to be delivered to you as soon as possible.

For your wrong and damage records, our expert teams examine the problem and decide on the most accurate and fastest action regarding your product, and initiate the solution process.

If the solution to the problem is possible with the replacement of parts such as feet, fabric, handle, wardrobe cover, table top, our team will send these parts to your address within the specified time.

In cases where repairs are required, our team will come to your house and solve the problem on site. If a more comprehensive study is required for a solution, our shipping team will pick up the product from its home and deliver the product to its address after the problem is resolved.

What can I do to return the product?

After the product reaches us, necessary checks will be made and we will start the process for a refund within 2 working days.

Return process of the shipped product:

Product return for transported products will be provided by Livello teams, and we will contact you to schedule a return product purchase date after receiving your return request.

Return process of the product with cargo:

After your return request, we will send you the contracted shipping company and the return code. After you deliver the product to the cargo company, you must share your cargo tracking number with us so that the process can be completed. When you return your product, you must repackage it with the packaging that was available when you first received it, or equivalent to the existing packaging. You have an obligation to deliver the product to the cargo with the packaging you have made in a way that will prevent the product from being damaged.

How long is the warranty period of the products?

Our products are covered by Livello warranty for 2 years from the date of delivery. Livello warranty applies in all cases that do not involve user error.