Return & Refund Policy

Order changes and cancellations

Orders can be cancelled or changed only within 2 hours after they are placed. Please contact us as soon as possible at support@livesheal.com and include your order number. If a cancellation is approved within that time, a full refund is processed to your original payment method within 7 business days.

Return window

We accept returns and exchanges within 30 days from the date your order is delivered.

What can be returned

To qualify, the item must be new, unused, and unopened, and it must be returned in its original packaging. Items that show signs of use, wear, damage caused by the customer, or missing packaging may not be eligible for a refund. We do not charge restocking fees.

For hygiene, health, and safety reasons, certain items cannot be returned or refunded once opened, used, worn, or removed from their original packaging, such as underwear, swimwear, makeup, beauty and personal care products, hair styling tools or accessories, wigs and hair products, and health or hygiene-related items. We may refuse returns of items that are not suitable for resale for hygiene or safety reasons.

How to start a return

To request a return, contact support@livesheal.com with your order number. Please contact us before sending any item back. Our support team will provide the return instructions.

Return address

Returns are sent to the following address in China. Do not send any item back until you have contacted support@livesheal.com with your order number.

Mr. Wu
Shenzhen KuaiKua Technology Co., Ltd.
Room B104, Kaicheng High-Tech Park
No. 11 Jiali Road, Dalang Street
Longhua District
Shenzhen, Guangdong Province 518109
China
Telephone: +86 13005665307

Return shipping costs

Returns must be sent back by mail. Unless the return is required because of an error on our part or is otherwise required by law, you are responsible for arranging and paying the return shipping costs. We do not provide prepaid return labels. Please use a trackable shipping service and provide valid tracking information when you send the item back, because we cannot be responsible for returns that are lost in transit.

Refunds

Once your returned item has been received and inspected, we will notify you about the status of your refund. Approved refunds are usually processed within 7 business days after the return has been inspected, and they are issued to the original payment method used at checkout in US dollars. Your bank, card provider, or payment processor may need additional time to make the funds available.

Damaged, defective, or incorrect items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible and include your order number, a short explanation of the issue, and clear photos or videos showing the problem. After reviewing the information, we will determine the appropriate solution. In most cases, for the first valid claim, we will offer a replacement at no extra cost. If the same item is unavailable or another solution is required under applicable consumer protection laws, we may offer a partial refund, full refund, store credit, or another appropriate remedy.

Lost or undelivered packages

If your order appears to be lost or cannot be delivered, we will review the case and, when necessary, contact the shipping carrier. For the first confirmed lost or undelivered package, we will normally provide a replacement at no additional cost. If the replacement shipment is also confirmed as lost or undeliverable, we may issue a full refund of the purchase price.

Incorrect shipping address

You are responsible for entering the correct shipping address at checkout. If you notice an error, contact us immediately. We will do our best to help, but address changes cannot be guaranteed once the order has started processing. If a package is returned to us because of an address issue, you may be offered either a reshipment or a refund, depending on the circumstances, and additional shipping costs may apply for a reshipment.