Returns & Warranty Policy

HERE AT livoray, WE BELIEVE IN OUR PRODUCTS.

30-day Returns

Orders can be returned for any reason within 30 days from the date the order was received. Returned items must be in the same new condition, unworn and in the original packaging. Within 30 days after the order is received, but the shipping fee for the returned product must be borne by the buyer, and the warehouse will refund to the buyer's credit card within 7 days after receiving the return. Free or promotional items must be returned along with the original item when being fully refunded.

Once your return is received, a refund or replacement will be processed, and a credit will automatically be applied to your original payment method. Please note that it might take 2-5 business days for a refund to show up on any bank statements.

For items purchased from third-party platforms within 30 days, we recommend you contact the original seller first, so they can better assist you. If you have any issues with them, please contact us.

Within Limited Warranty

Please contact our customer service at support@livoray.com. We may need your serial number, the date of purchase, and a simple description about your issue. If your item needs to be returned for repair or replacement, we will provide you a warranty application number(after-sales number) and the form to return the defective light together. You will need to cover the shipping cost, no need to pay for the repair fee.

Please note that this warranty does not cover normal wear and tear, modifications, misuse, disintegrations, negligence, accidents, improper maintenance, or repair by anyone other than an Authorized retailer or livoray itself.

In order to provide customer service in a efficient manner, please prepare these things below before you make contact: 

1. Order Number

2. A brief description of your request, which includes the issue you are having, and the solution you are looking for. Such as " one of the emitters stopped working, I want to get it replaced." 

3. A video clip which complies with the following steps:

(1). The battery is fully charged, and battery indicator light is green. 

(2). The process you put the battery into the flashlight, and the process you tighten the battery ,（This is very important, in many cases, it's the reason why your flashlight cannot be turned on).

(3). After the flashlight is full charged, please turn on the flashlight and show us the specific issue. 

*On livoray.com(livoray.com), we are only abligned with handling customer service requests when your order is made on this specific site. If your order is made from other platforms, we are only obligned to help you find the right contact for your order, the customer service will be executed by the specific person who is responsible for the platform you ordered from. 

livoray’s customer service team is always on hand to answer any questions you may have. Just send us an email at support@livoray.com or reach out to sales team via the Live chat.