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Warranty info

General Rules for Return and Exchange

1. Overseas products will not accept any unreasonable return application.
2. The goods will not be returned or exchanged after receipt, except for quality problems.
3. Within 7 days from the date of the user signs for the product, if the product itself has quality problems, you can contact customer service to return or exchange the product;
4. From the 8th to the 15th day from the date when the user signs for the product, if the product itself has quality problems, you can contact customer service for replacement
5. The shipping costs for returns and exchanges caused by product quality issues are borne by the merchant, but users need to send the products back to the return address of  LIVEKEY.


The following conditions must be met at the same time for the return and exchange process

1. The outer packaging of the product and the product itself is complete and undamaged, keeping the original quality of the product when it was sold;
2. Indicate the reason for the return. If the product has quality problems, the user must provide a valid certificate;
3. If some of the products in the set of goods have quality problems, the set of goods must be provided when the exchange is processed.
4. The packaging of the product is complete, including package filling and outer packaging box or outer packaging bag, product accessories, manuals, warranty forms, tags, labels, etc., please do not stick tapes, express orders, etc. directly on the packaging that comes with the product On the box, be sure to keep the original product and packaging intact.


The following circumstances will not be processed for return and exchange
1. Products not purchased through livekeypet.com;
2. Circumstances where returns are not allowed in the special instructions of LIVEKEY;
3. Goods that cannot be returned or exchanged are clearly stated in the description of the goods;
4. Personalized products;
5. Part of the merchandise in the combo set will be returned separately;
6. Goods that have been used, except for the quality problems of the goods themselves;
7. Goods with quality problems caused by abnormal use and storage;
8. The outer packaging of the product is incomplete or damaged (complete packaging includes: package filling and outer box or outer bag, product accessories, manuals, warranty, tag, label, etc., keep the original quality of the product when it is sold ).
9. Commodities that have not been confirmed and exchanged by the LIVEKEY Exchange Service Center.
10. If the returned goods cannot be exchanged or returned to the return service center designated by LIVEKEY, the return or exchange will not be processed.

Return and exchange rules

All returns and exchanges must be submitted to LIVEKEY customer service in accordance with the return and exchange process to provide corresponding certification, and the electronic version of the certification must be sent to the designated email address of LIVEKEY customer service. After confirmation by LIVEKEY, the user will be notified of the designated return address of LIVEKEY before the user can return or exchange commodity. If you meet other problems, contact LIVEKEY customer service at first.
Wrong delivery
● The buyers need to submit an application for return and exchange within 7 days after signing for the product.
The merchant will exchange the wrong product or refund for the user free of charge.
● The buyers need to pay for the logistics and delivery fees from sending to LIVEKEY. After LIVEKEY confirm your application that will be refunded in the future.

Missing shipment
● The buyer needs to submit a return or exchange application within 7 days after signing for the product,
● The buyer confirms the reason for the missing shipment with the merchant, and the merchant will make up the missing goods or refund the corresponding payment.
● Provided: the order number, package number, package number, number of items in the package, and net weight of the packaging.

Damage caused by delivery
● Damaged product of outer packaging, the buyer should contact LIVEKEY customer service immediately after receiving the product when LIVEKEY determine the return or exchange according to the actual situation
● If the buyer finds the internal part damaged after signing for the receipt, the user will take a photo and provide for valid proof of purchase.
● Without authorization, please do not refuse to accept them since the goods are direct mail overseas and logistics long, so as not to delay the buyer’s time and cause unnecessary losses. If you refuse to accept the package, the buyers are responsible for the international freight.

1. Please accurately fill in your name, delivery address, email, order number, product name and model, reason for return/exchange, and return it with the return package.

2. When handling a return/exchange of a set of goods, please send the set of goods back together for processing.

3. Please note that the outer packaging of the product and the product itself is not damaged, to ensure that the product accessories, accompanying products or gifts are in good condition, and the warranty card, three guarantees certificate, and invoice are complete.

4. You can choose a convenient way of delivery. For regulations on delivery costs, please refer to 5.;

5. The pictures and information are for reference only and are not a quality issue. Slight chromatic aberration may occur due to shooting lighting, monitor resolution, etc., which is normal in online shopping, and everything is subject to the actual product.

The shipping fee for return and exchange due to the quality of the product itself does not need to be borne by the user. LIVEKEY will reimburse the user for the postage of the returned product according to the following standards:

30-Day Money-Back Guarantee for Any Reason
Undamaged products may be returned for a full refund for any reason within 30 days of the date the item was delivered to the designated shipping address. Once the returned item arrives back in storehouse for inspection, the refund process will begin.

● Returns must include all accessories
● Items must include original packaging
● For non-quality related warranty claims, buyer is responsible for shipping costs
● For non-quality related warranty claims, Livekey refunds the cost of the product itself
● Returns may be rejected if items do not meet the above requirements


Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For purchases not made directly through Livekey’s online stores, please contact retailers for refunds.