Returns made clear and straightforward.
We want your experience with Roadlivo™ to be simple from purchase through after-sales support. This policy explains how return requests, damaged or incorrect items, refunds, and related order issues are handled.
Contact us before sending any merchandise.
Please do not send products directly to our registered business address unless our customer-support team specifically instructs you to do so.
Our registered business address is not automatically our return warehouse address. Approved return requests will receive the applicable return instructions and destination.
How to request a return
To request a return, contact our customer-support team before sending any merchandise.
Please include the following information so we can review your request efficiently:
- Your order number.
- The email address used at checkout.
- The name of the product involved.
- A short explanation of the reason for your request.
- Relevant photos when the request involves damage, an incorrect item, missing components, or another product-related issue.
Once your request has been reviewed, our customer-support team will provide the applicable next steps.
Conditions for eligible returns
Return eligibility is reviewed based on the circumstances of the order and the condition of the product.
Where applicable, returned items should be kept in a condition suitable for inspection and should include the original product components and accessories that were received with the order.
Products that have been significantly altered, intentionally damaged, improperly used, or returned without authorization may not qualify for a refund.
If your item arrives damaged
If an item arrives damaged, please contact us as soon as reasonably possible after receiving the shipment.
Include your order number and clear photos showing the product and the relevant damage. Photos of the outer packaging, shipping label, or other shipment details may also help us review the situation.
After reviewing the information provided, our support team will determine the appropriate resolution based on the circumstances of the order.
If you receive the wrong product
If the item you receive does not match the product ordered, contact our customer-support team with your order number and a description of the item received.
Clear photos of the product and, where relevant, its packaging or identifying information may help us review your request more efficiently.
If something is missing from your order
If your shipment appears incomplete, contact us with your order number and details about the missing product or component.
Please keep the packaging and the items that were received until your request has been reviewed.
Where approved returns should be sent
Do not send merchandise back until your return request has been reviewed and you have received the applicable return instructions from our customer-support team.
Sending an item to an unauthorized address may delay the handling of your return request.
Approved return requests will receive the appropriate return destination and any relevant shipping instructions.
Return shipping responsibility
Responsibility for return shipping may depend on the reason for the return and the circumstances of the order.
Our customer-support team will provide the applicable return instructions after reviewing your request.
Please follow the return instructions provided to you. Shipping merchandise without prior authorization may delay processing or make it difficult to identify the return.
How refunds are reviewed
When a return is required, the applicable item may need to be received and reviewed before a refund is completed.
The review may consider the condition of the returned item, the reason for the return, the products received, and the information associated with the original order.
Once the request has been reviewed, we will communicate the applicable outcome using the contact information associated with the order.
When an approved refund is processed
Approved refunds are generally processed through the applicable payment method or payment channel associated with the original transaction.
After a refund has been processed by us, additional time may be required before the transaction appears on your account.
Processing times can vary depending on the payment provider, financial institution, card issuer, or other service involved in the transaction.
Shipping charges and refunds
The treatment of original shipping charges depends on the circumstances of the order, the reason for the return, and the applicable resolution.
Our customer-support team will provide information relevant to your specific request after reviewing the order.
Cancelling an order before shipment
If you would like to request an order cancellation, contact us as soon as possible after placing your order.
We will review the current order status. Cancellation cannot be guaranteed once processing, fulfillment, preparation, or shipment has begun.
Changes to an existing order
If you need to request a change to your order, including shipping information or product details, contact us promptly.
Changes may no longer be possible after the order has entered processing, fulfillment, or shipment preparation.
Returns sent without approval
Merchandise sent without contacting us first may not include the information needed to identify the applicable order or return request.
For this reason, please obtain return instructions before sending any merchandise.
Changes to this policy
We may update this Return & Refund Policy from time to time to reflect changes in our store operations, customer-support procedures, business practices, or applicable requirements.
When changes are made, the updated version may display a revised date at the top of this page.
Contact Roadlivo™ Customer Care.
Include your order number, the email address used at checkout, and a brief explanation of your request so our team can review the situation efficiently.