Return and Exchange Policy

1. Return Eligibility and Timeframes

kelivireo(hereinafter referred to as “we,” “us,” or “our”) provides return, exchange, refund, and product concern procedures designed to explain the options available for purchases made through our online store.

This policy distinguishes between statutory consumer rights, including any applicable right of withdrawal and rights relating to defective or nonconforming goods, and our voluntary 45-day return and exchange policy.

For eligible voluntary returns and exchanges, you may submit a request within 45 days from the date you receive the goods. This period begins on the delivery date, not the order date.

Our voluntary return conditions do not replace, restrict, or waive any rights or remedies available under applicable consumer protection laws. Where mandatory legal requirements provide greater protection, those requirements will prevail.

2. Statutory Right of Withdrawal

Where a statutory 14-day right of withdrawal applies to your purchase, you may withdraw from the contract without giving a reason within 14 days of receiving the goods. For orders containing multiple goods delivered separately, the applicable withdrawal period will be determined under the relevant rules.

To exercise this right, send us a clear statement of your decision by email or telephone using the contact details provided in this policy. Please include your order number and contact information to help us identify your purchase. You do not need to provide a reason or obtain approval through our voluntary return process.

After notifying us of your decision to withdraw, you must send the goods back without undue delay and no later than 14 days after the date on which you communicated your withdrawal decision. This deadline is met if you dispatch the goods before the 14-day period expires.

Unless applicable law requires otherwise, you are responsible for the direct cost of returning goods following a statutory withdrawal. For furniture or other items that cannot reasonably be returned by ordinary mail or standard parcel services because of their size, weight, or dimensions, the applicable return-shipping estimate or calculation method will be provided before you place your order and enter into the purchase contract.

The pre-purchase return-cost information for bulky items will be displayed on the relevant product page or in the shipping and return information made available before checkout. The information will identify the applicable estimated cost or reasonable calculation method for the item concerned. We will not defer disclosure of the applicable bulky-item return-cost estimate until you request a return.

Following withdrawal, we will reimburse the payments received for the order, including the cost of the least expensive standard delivery option offered at the time of purchase, no later than 1-3 days after receiving your withdrawal notice. We may withhold the reimbursement until we have received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

If you selected a more expensive delivery option than the least expensive standard delivery service offered, the additional delivery charge will not be reimbursed to the extent permitted by applicable law.

Refunds will be made using the original payment method unless you expressly agree otherwise. You will not incur a refund fee.

3. Statutory Product Conformity and Quality Protection

Your statutory rights concerning defective goods or goods that do not conform to the purchase contract are separate from the 14-day withdrawal right and our voluntary 45-day return policy.

Where applicable consumer protection law establishes a two-year period of seller liability for a lack of conformity, that period will be respected. The applicable period and any exceptions or additional protections will be determined by the mandatory rules governing the transaction. The voluntary 45-day return period does not limit any longer statutory protection.

If an item is defective, damaged, materially different from its description, or otherwise fails to conform to the purchase contract, you may be entitled to a remedy under applicable law. Depending on the circumstances and the governing rules, remedies may include repair, replacement, a price reduction, or termination of the contract with a refund.

Where repair or replacement is legally required, we will provide the remedy without charge and within the applicable legal requirements. This includes return shipping, delivery, labor, and material costs where those expenses must legally be borne by us.

You will not be required to pay return-shipping costs for qualifying defective or nonconforming goods where applicable law requires us to cover those costs.

We will acknowledge and respond to complaints within 1-3 calendar days of receipt where this statutory response period applies. Our customer-service target is to respond within 1–3 days, but this shorter target does not replace or extend any applicable statutory deadline.

Nothing in this policy excludes or limits mandatory consumer rights or remedies.

4. Voluntary Returns Within 45 Days

Outside the statutory withdrawal process and any applicable statutory remedies, we offer a voluntary return option for eligible items requested within 45 days of delivery.

You may contact us if any of the following circumstances apply:

The item has visible cosmetic damage or noticeable appearance issues.
The item has a quality problem affecting normal use.
The item has an unusually strong odor, substantial color variation, or another significant discrepancy from the product description.
The item received differs from the product or specifications shown in your order.
You wish to return an eligible item for personal reasons within the voluntary 45-day period.

For requests involving damage, defects, or discrepancies, we will review the information and determine the appropriate remedy based on the circumstances and applicable consumer protection requirements.

For voluntary change-of-mind returns outside the statutory withdrawal process, the item should be returned in a condition that allows its identity and original state to be reasonably assessed. Original packaging is helpful, particularly for furniture, but its absence will not override any applicable statutory rights.

A voluntary return may be reviewed to confirm the order details, item condition, and appropriate return arrangements. This review requirement does not apply to the exercise of a statutory withdrawal right and does not prevent you from asserting statutory rights relating to defective or nonconforming goods.

For voluntary returns, the applicable return-shipping charges will be determined according to the conditions disclosed before purchase and the circumstances of the return.

5. How to Request a Return
Step 1: Contact Us

Email assist@kelivireo.com or call +1 (323) 684-7291.

For a voluntary return or product-related concern, please provide your order number, proof of payment if available, a description of the issue, and relevant photographs or videos where appropriate.

For a statutory withdrawal, a clear statement that you wish to withdraw is sufficient to communicate your decision. You do not need to explain your reasons or wait for our approval before exercising this right.

Step 2: Review and Return Instructions

For voluntary return requests and product complaints, we aim to respond within 1–3 days. Where a statutory complaint-response deadline of 1-3 calendar days applies, we will comply with that deadline.

For voluntary returns, we will confirm the applicable return arrangements and provide the designated return address and instructions.

Statutory withdrawal notices will be handled separately from the voluntary approval process. Any instructions we provide do not extend the statutory deadline for sending the goods back.

Step 3: Send the Item to the Designated Address

Authorized returns should be sent to the address specified in the return instructions:

3437 City Terrace Dr #D, Los Angeles, CA 90063, United States

Please retain your shipping receipt and tracking information until the return has been completed.

For statutory withdrawals, the goods must be dispatched no later than 14 days after you notify us of your decision to withdraw.

A prepaid return label is not automatically included with every order. If a label is available or will be provided for your particular return, we will explain how to use it. Where we are responsible for the return costs, we will communicate the applicable arrangements before the return is sent.

Step 4: Receipt and Inspection

After receiving the returned item, we will inspect its condition where inspection is relevant to the return request.

For voluntary returns, we aim to complete the inspection and confirm the return outcome promptly. If the inspection identifies a material difference between the item's condition and the information provided, we will explain the findings and the applicable next steps.

For an eligible voluntary return, we will initiate the refund within 1–3 business days after completing the inspection and confirming that the return qualifies.

This commercial processing period does not replace or extend any statutory refund deadline. For statutory withdrawals, the refund deadline and any lawful right to withhold reimbursement will be handled in accordance with Section 2.

6. Exchange Procedure
Step 1: Submit an Exchange Request

Email assist@kelivireo.com or call +1 (323) 684-7291. Please provide your order number, proof of payment if available, the reason for the exchange, and photographs or videos if the item has damage, quality concerns, or a discrepancy.

Step 2: Request Review

We aim to respond to voluntary exchange requests and related complaints within 1–3 days. Where a statutory complaint-response period applies, we will comply with the applicable deadline, including a 1-3-calendar-day response period where required.

If a voluntary exchange can be arranged, we will confirm the exchange conditions and return instructions.

Requests involving defective or nonconforming goods will be handled according to applicable statutory remedies. A voluntary exchange review does not restrict your right to request a legally required repair, replacement, or other remedy.

Step 3: Return the Original Item

Where a return is required, send the item to:

3437 City Terrace Dr #D, Los Angeles, CA 90063, United States

Please retain the shipping receipt and tracking details until we confirm receipt. Return-label arrangements and shipping costs will depend on the reason for the exchange and the party responsible for the return expense under the applicable terms and law.

Step 4: Inspection and Replacement Dispatch

After receiving the original item, we will review its condition where relevant and confirm the appropriate exchange arrangements.

For an approved voluntary exchange, if the replacement is available, we will arrange dispatch within 1–3 business days after completing the inspection and confirming the exchange.

For replacements required under statutory consumer protection rules, we will arrange the remedy in accordance with applicable requirements and without charging costs that we are legally required to cover. The availability of a particular item may affect the practical arrangements, but it does not eliminate your statutory rights.

Please refer to our Shipping Policy for estimated delivery times and shipping information.

7. Refund Method and Processing Time

Refunds will generally be issued to the original payment method used for the purchase. For Visa or Mastercard payments, the refund will be sent to the corresponding card account.

Statutory Withdrawal Refunds

Where a statutory right of withdrawal applies, we will issue the reimbursement no later than 1-3 days after receiving your withdrawal notice, subject to any lawful right to withhold reimbursement until the goods have been received or evidence of return has been provided.

Voluntary Return Refunds

For eligible voluntary returns, we will initiate the refund within 1–3 business days after receiving and inspecting the returned item and confirming its eligibility.

Order Cancellation Refunds

For cancellations accepted before dispatch, we will initiate the refund within 1–3 business days after the cancellation is confirmed.

Bank and Payment Provider Processing

After we initiate a refund, the time required for the funds to appear in your account depends on your payment provider and financial institution. The estimated posting period is 1–3 business days, although actual posting times may vary.

If the refund has not appeared after the expected period, please contact us with your order number and refund details so that we can check its status.

8. Return Shipping Costs and Bulky Furniture

Return shipping costs depend on the reason for the return, the type of item, its dimensions and weight, and the shipping method required.

Defective, Damaged, or Nonconforming Goods

We will cover return-shipping costs for qualifying cases involving product damage, defects, or material discrepancies where applicable law or our stated return terms require us to do so. Statutory remedies for nonconforming goods will be provided without return charges where we are legally responsible for those costs.

Voluntary Change-of-Mind Returns

For voluntary change-of-mind returns outside the statutory withdrawal process, the customer is responsible for the direct return-shipping costs unless otherwise stated in the applicable offer or required by law.

Furniture and Other Items That Cannot Be Returned by Ordinary Mail

Furniture and other bulky items that cannot reasonably be returned through ordinary mail or standard parcel services may require a dedicated carrier, freight service, or scheduled collection.

Before you place an order and enter into the purchase contract, the applicable product page or pre-purchase return information will disclose a reasonable return-shipping estimate for the item or a clear calculation method that allows you to estimate the cost.

The estimate or calculation method will take account of relevant factors, which may include:

The item's dimensions, weight, and packaging requirements.
The collection or return location.
The delivery address or applicable return destination.
Whether collection from the customer's address is required.
The type of carrier or freight service reasonably needed for the item.

Where a specific estimate is available, it will be displayed directly in the relevant pre-purchase information. Where the cost depends on variable factors, the calculation method and relevant assumptions will be disclosed before checkout so that you can reasonably assess the likely expense before completing your purchase.

For example, if a product requires freight collection, the disclosed estimate may be based on the product's shipping dimensions and weight, the collection area, and the applicable freight-service rate. The estimate must be specific enough to help you assess the likely return cost and must not be deferred until after a return is requested.

Any estimated amount or range displayed for an item will apply subject to the disclosed assumptions and conditions. If the final cost may vary because of the actual package dimensions, collection requirements, or carrier pricing, those factors will be explained in the pre-purchase information.

We will not apply a voluntary return-cost rule to require you to pay for returning defective or nonconforming goods when applicable law requires us to bear that expense.

For statutory withdrawals, the allocation of return costs will be determined by applicable law and the information provided before the purchase contract was concluded.

9. Cancellation Before Shipment

If you wish to cancel an order before dispatch, contact us as soon as possible at assist@kelivireo.com or +1 (323) 684-7291. Please include your order number and the email address or phone number associated with the purchase.

We will review the current order status and confirm whether cancellation can be completed before dispatch. Once an order has entered the shipping process or has been handed to the carrier, cancellation may no longer be possible, and a return may be necessary instead.

For cancellations accepted before dispatch, we will initiate the refund within 1–3 business days after confirming the cancellation. The funds may take additional time to appear in your account, depending on the payment provider and financial institution.

This cancellation procedure does not limit any statutory right of withdrawal or other mandatory consumer rights that apply to your purchase.

10. Return Conditions and Customer Information

Please ensure that the order number, payment information, and contact details submitted with your request are accurate and complete. This information helps us identify the transaction and provide appropriate instructions.

For returns requiring specific shipping arrangements, please follow the instructions provided and use the designated return address. Retain the shipping receipt and tracking information until the return has been received and processed.

If the condition of a voluntarily returned item differs materially from the information provided in the return request, we will assess the actual condition and explain the outcome. This assessment will not remove statutory rights relating to withdrawal, defective goods, or goods that fail to conform to the purchase contract.

If a parcel is delayed, lost, or damaged during return shipping, please contact us promptly and provide the available tracking details and supporting information. We will review the circumstances and assist with the next steps in accordance with the applicable return arrangement and consumer protection requirements.

11. Complaint Handling and Response Period

We aim to respond to customer complaints within 1–3 days of receipt. Where applicable law requires a response within 1-3 calendar days, we will comply with that deadline.

Our 1–3-day response target is a customer-service commitment and does not replace statutory deadlines, extend a consumer's time to exercise a right, or determine the outcome of a complaint by itself.

Where additional information is needed to assess a complaint, we may contact you to clarify the circumstances. Any such communication will be handled consistently with applicable legal requirements.

12. Contact Information

For questions about returns, exchanges, withdrawal notices, refunds, cancellations, or product conformity, please contact us using the details below.

Address: 3437 City Terrace Dr #D, Los Angeles, CA 90063, United States

Phone: +1 (323) 684-7291

Email: assist@kelivireo.com

Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (EST)

We aim to provide clear information and respond to customer inquiries promptly. All requests will be handled in accordance with this policy and any mandatory consumer protection requirements applicable to the transaction.