Complaints

If on first use you find that the product you received is faulty, or you are not satisfied with it, please contact us and follow the steps below.

Send us your order number, invoice number or username together with a description of the complaint by e-mail to info@livlock.eu.

We will send you confirmation that we have received the complaint and, based on your description, let you know whether the product can be exchanged for a new one, whether a refund is possible, or whether the product needs to be sent to an authorised service centre.

Where the product can be exchanged for a new one or refunded, we arrange for a courier to collect the product from your address and return it to our warehouse.

When the product arrives at the warehouse we notify you of the refund or the dispatch of the replacement product. The refund or exchange is completed within 2 to 3 days, and no later than 15 days. If that does not happen, please contact us by telephone at +385 (0)91 604 2047 or by e-mail at info@livlock.eu.

If the shipment was damaged in transit, such damage is visible when the shipment is handed over; in that case please do not accept it. Contact us so we can check the state of the shipment as quickly as possible and send a new one.

We are confident we will resolve your complaint to our mutual satisfaction.