Return & Refund Policy

Last updated: June 17, 2026

This Return & Refund Policy explains how returns, withdrawals, cancellations, refunds, damaged products, incorrect deliveries, and warranty-related claims are handled for orders placed through livena-kids.com.

Nothing in this policy limits any mandatory consumer rights available to you under applicable law.

1. Company Information

Livena V.O.F.
Trading name: Livena
Chamber of Commerce number: 98413767
Establishment number: 000063580756
Legal form: Vennootschap Onder Firma
Registered address: van de Venlaan 11, 5374 GH Schaijk, The Netherlands
Email: info@livena-kids.com
Website: livena-kids.com

Our registered business address is different from our return address. Please use the return address stated in section 6 when returning a product.

2. Right of Withdrawal

If you are a consumer, you generally have the right to withdraw from an online purchase within 14 calendar days without providing a reason.

The withdrawal period starts on the day after you, or a third party designated by you other than the shipping carrier, receives the product.

If an order contains several products delivered separately, the withdrawal period starts on the day after you receive the final product from that order.

You may also cancel an eligible order before it has been delivered.

Any mandatory consumer rights available in your country remain applicable.

3. How to Exercise Your Right of Withdrawal

You must inform us clearly that you wish to withdraw from your purchase before the 14-day withdrawal period expires.

You can do this by emailing:

info@livena-kids.com

Please include:

• Your full name

• Your order number

• Your email address

• The product or products you wish to return

• The date on which you received the order

You do not have to provide a reason for exercising your statutory right of withdrawal.

You may use the model withdrawal form at the end of this policy, but using this form is not required.

Where an online withdrawal function is available on our website, you may also use that function.

We will confirm receipt of your withdrawal request by email where possible.

4. Return Deadline

After notifying us of your withdrawal, you must return the product within 14 calendar days.

The return deadline is met if you send the product before this 14-day period expires.

Please keep your proof of shipment until your return has been delivered and processed.

5. Contact Before Returning

We recommend contacting us at info@livena-kids.com before sending your return.

This allows us to:

• Confirm the correct return instructions

• Link the return to your order

• Help prevent processing delays

• Provide assistance with damaged, faulty, incorrect, or incomplete products

Contacting us first does not affect your statutory right of withdrawal.

6. Return Address

Returns must be sent to:

Livena V.O.F.
Udensedreef 8
5374 RK Schaijk
The Netherlands

Do not send returns to our registered business address at van de Venlaan 11.

Please include a note inside the parcel containing:

• Your full name

• Your order number

• Your email address

• The product or products being returned

Returns sent without sufficient identifying information may take longer to process.

7. Return Conditions

You may inspect a product in the same way that you would reasonably be allowed to inspect it in a physical store.

We ask that returned products are:

• Complete

• Returned with all parts and accessories

• Returned with assembly instructions and safety information

• Clean and properly packaged

• Protected against damage during return transport

• Returned in their original packaging where reasonably possible

The original packaging is not an absolute condition for exercising a statutory right of withdrawal. However, using the original packaging helps protect the product during return transport.

8. Assembly and Use of the Product

You may handle the product only to the extent necessary to determine its nature, characteristics, and functioning.

Because our learning towers are wooden products that require assembly, we recommend checking the components, dimensions, colour, finish, and completeness before full assembly.

Assembly, use, damage, scratches, screw marks, dirt, stains, or other handling beyond what is necessary to inspect the product may reduce its value.

Excessive handling does not automatically remove your statutory right of withdrawal. However, Livena may deduct a reasonable amount from the refund if the product has lost value because it was handled or used more than necessary.

Do not return a product while it is fully assembled unless this has been agreed with us in advance.

9. Return Shipping Costs

If you return a product because you have changed your mind or exercised your statutory right of withdrawal, you are responsible for the direct cost of returning the product.

Return shipping is not covered by the free shipping offered for original deliveries to the Netherlands and Belgium.

Return costs depend on:

• The destination from which the return is sent

• The size and weight of the parcel

• The shipping carrier selected

• Any additional shipping services selected

We recommend using a tracked and adequately insured shipping service.

Livena is responsible for reasonable return shipping costs where required by law, including when a product is:

• Damaged before delivery

• Faulty

• Incorrectly delivered

• Incomplete

• Not in conformity with the purchase agreement

Please contact us before returning a damaged, faulty, incorrect, or incomplete product so that we can provide appropriate instructions.

10. Responsibility for the Return Shipment

When you arrange the return shipment yourself, the return remains your responsibility until it has been received at our return address.

Please package the product carefully and use suitable protective materials.

Livena is not responsible for loss or damage during return transport when the customer selected and arranged the return carrier, except where mandatory law provides otherwise.

We recommend:

• Using a tracked shipping method

• Keeping the shipping receipt

• Keeping the tracking code

• Taking photographs of the product and packaging before shipment

• Using transport insurance where appropriate

11. Refund Amount

When you validly exercise a statutory right of withdrawal for an entire order, we will refund:

• The purchase price of the returned product

• The original standard delivery costs paid for the order, where required by law

For orders delivered free of charge to the Netherlands or Belgium, there are no original delivery costs to refund.

If you selected a more expensive delivery option than our standard delivery method, we are not required to refund the additional cost of the upgraded delivery method.

The direct cost of returning the product is not refunded when the return is based on a change of mind, unless we expressly agree otherwise or applicable law requires us to cover it.

12. Partial Returns

If you return only part of an order, we will refund the purchase price of the returned product or products.

Original delivery costs are generally not refunded for a partial return if those delivery costs would also have applied to the products you kept.

If returning part of an order changes the conditions of a discount or promotion, the refund may be adjusted where this was clearly stated in the applicable promotional conditions and is legally permitted.

13. Refund Timing

We will process the refund within 14 calendar days after receiving your withdrawal notification.

However, we may withhold the refund until:

• We have received the returned product, or

• You provide sufficient proof that the product has been returned

Whichever occurs first will apply.

After we issue the refund, your bank or payment provider may require additional processing time before the amount appears in your account.

14. Refund Method

Refunds will normally be issued using the same payment method used for the original purchase.

We will not charge an additional fee for the refund.

A different refund method may only be used if:

• You expressly agree to it, and

• It does not result in additional costs for you

Store credit will not replace a monetary refund where you are legally entitled to receive your money back, unless you expressly agree to receive store credit.

15. Exchanges

We do not guarantee direct product exchanges.

If you would like a different product, colour, or variation, please contact us at info@livena-kids.com.

Depending on availability and the circumstances, we may:

• Arrange an exchange

• Ask you to return the original product and place a new order

• Offer another suitable solution

Your statutory rights remain unaffected.

16. Damaged Products

Please inspect your parcel and product as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, contact us at info@livena-kids.com as soon as possible.

Please include:

• Your full name

• Your order number

• A description of the damage

• Photographs of the outer packaging

• Photographs of the inner packaging

• Photographs of the damaged product or parts

• A photograph of the shipping label where relevant

Please keep the product and all packaging until we have reviewed the issue.

Do not assemble or use a damaged, unstable, or unsafe learning tower.

Depending on the circumstances and your legal rights, we may offer:

• Replacement parts

• Repair

• Replacement of the product

• A price reduction

• A full or partial refund

• Another appropriate solution

Reporting damage promptly helps us investigate the delivery and provide a solution, but it does not remove any mandatory consumer rights.

17. Incorrect Products and Missing Parts

If you receive an incorrect product or your order is incomplete, please contact us at info@livena-kids.com.

Please include:

• Your full name

• Your order number

• A description of the issue

• Photographs of the product and packaging

• Details of any missing or incorrect parts

Do not use or fully assemble an incorrect or incomplete learning tower.

Where the error is our responsibility, we will provide an appropriate solution without charging you for the necessary return or replacement shipment.

18. Faulty Products and Legal Guarantee

Products must comply with the purchase agreement and possess the characteristics that you may reasonably expect.

If a product is faulty or does not conform to the purchase agreement, you may be entitled to a free repair or replacement.

If repair or replacement is impossible, disproportionate, not completed within a reasonable period, or causes significant inconvenience, you may be entitled to a price reduction or refund in accordance with applicable law.

The legal guarantee does not cover damage caused by:

• Incorrect assembly

• Use contrary to the instructions

• Failure to follow safety warnings

• Lack of appropriate adult supervision

• Misuse or unintended use

• Normal wear and tear

• Improper maintenance or storage

• Accidents after delivery

• Modifications not approved by Livena

• Damage caused by external circumstances

A commercial warranty, if offered, is additional to your statutory rights and does not replace or restrict them.

19. Products Excluded from the Right of Withdrawal

The statutory right of withdrawal may not apply to products that are:

• Made to the customer’s specifications

• Clearly personalised

• Otherwise legally excluded from the right of withdrawal

An exclusion will be communicated before purchase where required by law.

The exclusion from the right of withdrawal does not affect your rights if the product is faulty, damaged, incorrectly delivered, or does not conform to the purchase agreement.

Standard products and sale products remain subject to the statutory right of withdrawal unless a valid legal exception applies.

20. Order Cancellation Before Dispatch

To request cancellation before your order has been dispatched, contact us immediately at:

info@livena-kids.com

Please include your full name and order number.

We will try to cancel the order before shipment, but we cannot guarantee this once processing has started.

If the order has already been dispatched, you may follow the withdrawal and return procedure described in this policy.

21. Refused and Uncollected Parcels

Refusing a delivery or failing to collect a parcel does not automatically constitute a clear withdrawal request.

Please contact us if you wish to cancel your purchase.

If a parcel is returned because:

• It was not collected

• Delivery was refused without a separate withdrawal notice

• An incorrect or incomplete address was provided

• Import charges were not paid

We may deduct actual additional costs caused by the failed delivery or return where legally permitted.

This does not affect mandatory consumer rights.

22. International Returns

Customers returning products from outside the Netherlands are responsible for following the applicable shipping and customs requirements.

Clearly mark the parcel as a returned product where permitted and include the necessary customs documentation.

Livena is not responsible for delays caused by incomplete or incorrect customs documentation.

Import VAT, customs duties, clearance fees, and other charges paid to government authorities or third parties are not normally refunded by Livena. You may need to request reimbursement directly from the relevant authority.

For voluntary returns from countries where no statutory right of withdrawal applies, original delivery costs are not refunded unless we expressly agree otherwise.

Mandatory consumer rights in the customer’s country remain applicable.

23. Business Purchases

The statutory consumer right of withdrawal does not generally apply to purchases made in the course of a trade, business, craft, or profession.

Returns of business purchases are only accepted where agreed with Livena in writing or where required by applicable law.

Legal rights relating to faulty or non-conforming products remain applicable where relevant.

24. Suspected Fraud or Return Abuse

We may investigate returns that show signs of fraud, misuse, deliberate damage, product substitution, or repeated abuse of the return process.

We may refuse claims that are fraudulent or unsupported, provided this does not restrict legitimate statutory rights.

25. Changes to This Policy

We may update this Return & Refund Policy when our business processes, products, return procedures, or legal obligations change.

The policy that was available when you placed your order will generally apply to that order, unless mandatory law requires otherwise.

The latest version will always be published on livena-kids.com.

26. Contact

For questions about withdrawals, returns, refunds, damaged products, missing parts, incorrect deliveries, or warranty claims, contact us at:

Livena V.O.F.
Email: info@livena-kids.com
Website: livena-kids.com

Please include your order number when contacting us about an existing order.

Model Withdrawal Form

You may use this form to exercise your right of withdrawal, but you are not required to use it.

To:

Livena V.O.F.
Udensedreef 8
5374 RK Schaijk
The Netherlands
Email: info@livena-kids.com

I hereby give notice that I withdraw from my contract for the purchase of the following product or products:

Product name or description:

Order number:

Ordered on:

Received on:

Customer’s full name:

Customer’s address:

Customer’s email address:

Date:

Customer’s signature, only if this form is submitted on paper: