Refund policy

Returns and Refunds Policy

Last Updated: March 17, 2026

Thank you for choosing LIVEXZ.

We hope every customer fully understands the product's purpose, usage, delivery time, and return conditions before purchasing. As the LIVEXZ Bamboo Breathing Necklace is a personal use product that comes into contact with the mouth, we have strict requirements regarding the condition of the package after opening, use, and return, based on hygiene, safety, and resale conditions.

Submitting an order indicates that you have read and agree to this Returns and Refunds Policy. This policy applies together with our Logistics Policy, Terms of Service, and product page descriptions.

If mandatory consumer protection laws in your country or region grant you additional rights, those mandatory laws shall prevail.

1. 30-Day Return Period

Products meeting the requirements of this policy can be returned within 30 calendar days from the date the order is shown as delivered.

Return requests must be submitted within 30 days via the following customer service email address:

Customer Service Email: [Enter Customer Service Email Address]

Return requests submitted after 30 days are generally not accepted unless the product has a legally recognized quality issue.

Submitting a return request does not guarantee automatic approval. All returns must be reviewed by the LIVEXZ customer service team and authorized before being shipped back.

2. Items Eligible for Return

For returns not due to quality issues, the item must meet all of the following conditions:

The item has never been used, tried, or worn;
The breathing necklace has never come into contact with the lips, mouth, saliva, or other bodily fluids;
The original hygienic seal, tamper-evident seal, or sealed bag remains intact;
The item has not been washed, disinfected, wiped, altered, or repaired;
The item is free of scratches, stains, odors, wear, discoloration, or human-caused damage;
The necklace, pendant, chain, cleaning brush, storage bag, and other accessories are intact;
The instruction card, 7-day breathing exercise card, challenge card, and gifts are intact;
The original packaging, gift box, labels, and protective materials are intact;
The item is in brand-new, resaleable condition;
The customer can provide a valid order number and proof of purchase.

If the returned item does not meet any of the above requirements, LIVEXZ reserves the right to refuse a refund to the extent permitted by applicable law and will contact the customer to arrange for the item to be retrieved at their own expense.

3. Items Not Eligible for Return Due to Hygiene Reasons

The bamboo breathing necklace is a personal use product that may come into direct contact with the mouth. To the extent permitted by applicable law, returns or refunds will not be accepted for non-quality issues in the following situations:

The sanitary seal has been removed, damaged, or is missing; the tamper-evident seal has been torn; the product has been put in the mouth or come into contact with the lips; the product has been tested by blowing, exhaling, or washing; the product has been used by someone else; it is impossible to confirm whether the product has been used; the product has saliva, water stains, detergent, perfume, or other residues; the product is unsuitable for resale for hygiene reasons.

Even if a product has only been used once, it is considered a used product.

Customers may not request a no-reason return of used oral contact products based on reasons such as "just tried it," "used for a very short time," or "already cleaned and disinfected."

This clause does not exclude the rights that consumers may have under the law when the product itself has a genuine quality defect.

4. Product Experience and Effect Description

LIVEXZ products are primarily sold as mindfulness practice, breathing rhythm reminders, screenless pause rituals, and lifestyle accessories.

Individual user experiences may vary due to the following factors:

Usage method;
Breathing habits;
Frequency of use;
Physical condition;
Environment;
Personal expectations;
Other individual differences.

We do not guarantee that every customer will have the same experience, nor do we guarantee that the product will achieve any specific mood, sleep, attention, smoking cessation, stress reduction, or health results.

Under the condition that the product does not have a quality issue and is substantially consistent with the website description, the following reasons do not constitute a quality issue:

"I did not feel a noticeable effect";

"It did not meet my personal expectations";

"I don't like the resistance when exhaling";

"I changed my mind";

"I no longer need the product";

"I found a lower price elsewhere";

"The product did not change my mood or life status";

"The product is not exactly what I imagined."

If the product has been opened or used, we do not accept returns or refunds based on reasons such as "no effect," "not suitable for me," or "unnoticeable experience," except as otherwise mandated by applicable law.

5. Situations Not Considered Quality Issues

To the extent permitted by applicable law, the following are generally not considered product quality issues:

Slight color differences due to screen, shooting light, or display device;
Slight differences in color, texture, or gloss between different production batches;
Reasonable manual measurement errors;
Slight wear and tear due to normal use;
Changes in plating due to sweat, perfume, seawater, pool water, detergents, or cosmetics;
Problems caused by failure to clean promptly, dry completely, or improper maintenance;
Differences in resistance or sound due to varying breathing pressure;
Incorrect user operation;
Product damaged by drops, squeezing, impact, pulling, or other human actions;
Product repaired, modified, or using non-official accessories;
Discomfort caused by individual constitution, metal sensitivity, or usage habits;
Product conforms to the page description but does not meet customer subjective preferences.

If you have any questions about the metal material, size, color, or usage method, please contact us before placing an order.

6. No Returns or Refunds Accepted

Unless otherwise stipulated by applicable law, the following items or situations are not eligible for returns or refunds:

Items returned after the 30-day return period;
Breathing necklaces with hygienic seals broken;
Items that have been used, tested, washed, or disinfected;
Items damaged by the customer;
Missing accessories, cards, storage bags, cleaning brushes, or gifts;
Severely damaged or missing original packaging, labels, tamper-evident seals, or gift boxes;
Returned without authorization;
Sent to an address not confirmed by customer service;
Customized, engraved, or personalized items;
Clearance items or items clearly marked "Final Sale";
Gift cards and delivered digital content;
Items not purchased through the LIVEXZ official website;
Unable to provide an order number or proof of purchase;
Problems caused by customer misuse, storage, or cleaning;
Refund requests for used items based solely on personal subjective feelings, expected effects, or a change of mind.

7. Order Cancellation

Orders submitted will be processed, packaged, and internationally shipped as quickly as possible.

Before Shipment

To cancel or modify your order, please contact us within 12 hours of placing it.

We will do our best to assist, but cannot guarantee successful cancellation or modification. Once an order enters the fulfillment process, it may be impossible to intercept the shipment even if the logistics information has not yet been updated.

After Shipment

Once the order is delivered to the logistics carrier:

Cancellation via customer service is not possible immediately;
The package cannot be recalled or intercepted;
Refunds will not be processed directly while the package is in transit;
Customers may not use refusal of delivery as a substitute for a formal return request.

If applicable local law or this policy grants customers the right to return goods, customers should first sign for the goods normally and then apply for a return in accordance with this policy.

Unauthorized refusal of delivery may incur return shipping costs, customs clearance fees, storage fees, and processing fees. These actual costs may be deducted from the refund to the extent permitted by applicable law.

8. Quality Issues, Shipping Damage, or Wrong Item Received

If you receive goods with any of the following conditions, please contact us within 7 calendar days of signing for them so we can verify the issue as quickly as possible:

The goods arrived damaged;
The goods have obvious manufacturing defects;
The wrong goods were received;
The quantity of goods is missing;
Major accessories are missing;
The goods are significantly different from the website description.

Please provide:

Order number;
Recipient's name;
Photo of the outer packaging;
Photo of the shipping label;
Photo of the overall product;
Close-up photo of the affected area;
Video clearly showing the problem;
A detailed description of the problem.

Please retain the product, packaging, labels, and all accessories until customer service completes its review.

Submitting only blurry images, videos that cannot show the problem, or submitting an application after the product has been used, cleaned, or modified may affect our verification of the issue.

The 7-day reporting period is to help us promptly confirm shipping and delivery issues and does not exclude applicable legally mandated rights that cannot be waived.

9. Handling Quality Issues

For verified issues stemming from product quality, shipping damage, missing parts, or incorrect shipment, we will provide one or more reasonable solutions based on the severity of the issue, inventory availability, and applicable laws:

Resend missing parts;

Replace the product free of charge;

Reship the product;

Partial refund;

Full refund;

Other reasonable solutions.

For minor issues that do not affect primary functionality, we may prioritize resending parts, replacement, or a partial refund.

For verified major quality issues, we will assume reasonable responsibility in accordance with applicable laws. Whether a return of the product is necessary and the method of return will be determined by customer service based on the specific circumstances.

Without our prior confirmation, customer-incurred costs for shipping, repairs, appraisals, or other expenses are not guaranteed to be reimbursed.

10. How to Apply for a Return

To apply for a return, please contact us via [Customer Service Email] and provide:

Order number;
Order email address;
Recipient's name;
Product to be returned;
Reason for return;
Product and packaging photos;
Photos of the hygienic seal and tamper-evident seal;
Other necessary information required by customer service.

Email Subject Suggestion:

Return Request – Order #[Order Number]

Our customer service team typically reviews applications within 1–3 business days.

Upon approval, we will provide:

Return authorization;
China return warehouse address;
Recipient information;
Package marking requirements;
Other necessary return instructions.

Do not send items to the website company's registered address or the shipping address on the original shipping label.

Company registered address, supplier address, and original shipping address may not have return receiving capabilities.

11. China Return Warehouse

All approved non-quality issue returns typically need to be sent to our designated China return warehouse.

The return address is only provided after the return request is approved.

Customers may not choose other addresses or send items to:

The original logistics carrier;
The transit warehouse on the package label;
The company registered address;
Unverified suppliers;
Payment service providers;
Shopify;
Other third-party addresses.

For packages lost, refused, or unidentifiable due to being sent to the wrong address, the sender assumes the corresponding risk.

12. Return Shipping Costs

For returns due to changed minds, personal preferences, not meeting personal expectations, or other non-quality issues:

Return shipping costs are borne by the customer; International postage is borne by the customer; Any applicable customs duties, clearance fees, and processing fees are borne by the customer; Original shipping costs are generally non-refundable; Express delivery fees, insurance fees, and other additional charges are generally non-refundable.

We do not offer collect on delivery (COD) services and will not accept packages requiring the recipient to pay shipping, taxes, or clearance fees.

For major quality issues verified as our responsibility, we will arrange for replacements, refunds, or bear reasonable return costs, in accordance with applicable laws and specific circumstances.

13. Return Shipping Requirements

Customers must choose:

A logistics method with online tracking; A carrier that can provide a valid tracking number; Appropriate packaging protection; and, if necessary, purchasing shipping insurance.

Returned packages should be shipped within 7 calendar days of receiving return authorization, unless otherwise agreed in writing by customer service.

After shipping, please send the following information to customer service:

Carrier name;
Track number;
Shipping date;
Shipping fee receipt;
Package photos.

The risk of return shipping rests with the customer until the returned package is delivered and officially signed for by the China warehouse.

LIVEXZ is not responsible for the following situations during transit:

Package lost;
Logistics not updated for a long time;
Goods damaged during return;
Customs detention;
Incorrect address;
Unpaid shipping or taxes;
Carrier refuses delivery;
Package returned to the sender.

Therefore, we strongly recommend choosing a logistics service with tracking and insurance.

14. Inspection of Returned Goods

After receiving the returned goods at the China warehouse, it typically takes 5–10 business days to complete the inspection.

The inspection includes:

Whether the product is the original order item;
Whether the product has been used;
Whether the hygienic seal is intact;
Whether the product has wear, stains, odors, or damage;
Whether accessories and gifts are complete;
Whether the packaging is intact;
Whether it meets the return authorization conditions.

If the inspection finds that the product does not meet this policy, we may:

Refuse the refund;
Approve only a partial refund;
Require the customer to pay for return shipping to retrieve the product;
Deduct the amount resulting from the reduction in the value of the product, to the extent permitted by applicable law.

We will notify you of the inspection results via email.

15. Refund Amount

For approved returns due to non-quality issues, the refund typically includes only:

The actual price paid for the product that meets the return conditions.

Unless otherwise stipulated by applicable law, the following fees are generally not refundable:

Original shipping cost;
International return shipping cost;
Expedited shipping fee;
Transportation insurance fee;
Customs duties;
Import tax;
Non-refundable portion of VAT;
Customs clearance fee;
Bank fees;
Foreign currency conversion fee;
Gift wrapping fee;
Fee incurred due to refusal or return.

If your order used a discount code, bundled offers, buy-one-get-one-free promotion, or minimum spend discount, the refund will be calculated based on the actual apportioned cost of the items in the order, not the original price.

If a return results in the order no longer meeting the original discount conditions, we may recalculate the refund amount to the extent permitted by applicable law.

16. Returns of Gifts and Bundles

When an order includes free gifts, bundles, or promotional items, returns must meet the following requirements:

Bundles should generally be returned in their entirety;

Free gifts must be returned along with the order;

Accompanying cards, cleaning brushes, and storage bags must be returned in their entirety;

Used or low-value portions of the bundle cannot be returned.

If gifts or bundle components are not returned, we may deduct their reasonable retail value from the refund to the extent permitted by applicable law.

17. Refund Processing Time

After the return has been inspected, we will initiate a refund to the original payment method.

Typical processing times are:

LIVEXZ internal processing: approximately 3–7 business days; Bank, credit card, or payment institution processing: typically requires an additional 5–15 business days.

The exact arrival time is determined by the bank, card organization, or payment service provider and is beyond our direct control.

All refunds are generally returned to the original payment method. We typically cannot transfer refunds to other bank cards, accounts, or third-party payment methods.

Shopify backend refunds are processed in the currency used when the customer placed the order, but the issuing bank may use its own exchange rate. The exchange rate difference between the original transaction and the refund is not under LIVEXZ's control.

18. Refund Not Received

If you still haven't seen the funds after receiving refund confirmation, please:

Check the original payment account again;
Wait for the bank's normal processing time;
Contact the issuing bank or payment service provider;
Provide us with the order number and refund inquiry information.Refunds may appear as a cancellation, reversal, or balance adjustment of the original transaction, rather than as a separate posting.

19. Exchanges

We generally do not offer direct exchanges for color preferences, personal changes of mind, or other non-quality reasons.

If you wish to exchange for a different color or style, you will typically need to:

Return the original item according to this policy;
Await return approval;
Submit a new order.

For verified damaged, defective, or incorrectly shipped items, we may arrange a replacement directly.

20. Refusal, Unclaimed, and Uncollected Packages

The following situations are not automatically considered valid returns:

Customer refuses to accept the package;
Customer fails to collect the package in a timely manner;
Customer fails to cooperate with the local carrier's delivery;
Customer provides an incorrect or incomplete address;
Customer refuses to pay import duties or customs clearance fees;
Package is returned due to multiple delivery failures.

If the package is ultimately returned and actually received by our designated warehouse, we will determine whether it qualifies for a refund after inspection.

The following actual costs may be deducted from the refund:

Original shipping cost;
Return shipping cost;
Customs clearance fees;
Storage fees;
Processing fees;
Other carrier fees.

If the package cannot be returned or is lost in transit, we generally cannot provide a refund.

21. Incorrect or Incomplete Address

Customers are responsible for verifying that the address is complete and accurate before checkout.

If the order is not delivered due to the following issues:

Incorrect recipient name;
Incorrect street address;
Missing apartment number or house number;
Incorrect postal code;
Incorrect country or region selection;
Incorrect contact number;
Other customer-filled errors;

The associated resending, return, or customs clearance costs may be borne by the customer.

Once the order has been shipped, we cannot guarantee that we can correct the address or intercept the package.

22. Malicious Returns and Refund Abuse

To protect consumers and merchants, we may refuse or restrict the following aberrant behaviors:

Frequent returns after purchases;
Returning different items;
Returning counterfeit or replaced items;
Falsely claiming items are missing or damaged;
Submitting modified or misleading photos;
Using different accounts multiple times to circumvent restrictions;
Initiating chargebacks after receiving a refund;
Threatening to post false reviews to obtain a refund;
Other behaviors suspected of fraud or policy abuse.

We may retain relevant order, logistics, customer service communications, photos, and refund records, and submit evidence to payment institutions, logistics carriers, or relevant authorities when reasonably necessary.

This clause will not affect consumers' ability to file complaints or exercise their legal rights based on genuine issues.

23. Chargebacks and Payment Disputes

If there are problems with your order, please contact us first so that we have the opportunity to provide a reasonable solution.

Initiating a chargeback directly with a bank or payment institution does not automatically extend the customer's rights under this policy or applicable law.

If a customer initiates a chargeback, we may submit the following evidence to the payment institution:

Order records;
Payment records;
Website policies;
Logistics tracking information;
Proof of delivery;
Customer service communication records;
Product page descriptions;
Return application and review results.

Once a refund, reshipment, or other solution has been received, a duplicate claim for the same order should not be made.

24. Discounts and Price Adjustments

We do not provide retroactive refunds for the following reasons:

Price reduction after ordering;
Subsequent availability of new discount codes;
Lower prices on other websites;
Exchange rate changes;
The customer forgot to use the discount code when placing the order.

Promotional activities are only applicable during the specified period, and discounts are generally not applicable to completed orders.

25. Applicable Law and Consumer Rights

Nothing in this policy is intended to exclude, limit, or weaken consumer rights that cannot be excluded by applicable law.

Different countries or regions may have different regulations regarding the following:

Right to withdraw remote purchases; Exceptions to hygienic and sealed goods; Repair, replacement, or refund of defective goods; Reimbursement of return shipping costs; Refund processing time; Product warranty.

If any provision of this policy conflicts with applicable mandatory consumer protection laws, the applicable laws shall prevail, and the remaining terms shall remain in effect.

26. Contact Us

To request a return, refund, or report a product problem, please contact:

Brand Name: LIVEXZ
Operating Company: [LIVEXZ GLOBAL COMMERCE LIMITED]
Customer Service Email: [baiy85609@gmail.com]
Official Website: https://livexz.com
Customer Service Hours: Monday to Friday
Normal Response Time: 1–3 business days

When contacting us, please be sure to provide your order number.

Do not return any goods without written approval from customer service.