Returns & Refunds

Send a photograph to help@livwellhardware.com within 14 days of delivery and keep the packaging until we reply. We replace or refund in full, including any shipping you paid.

You will not be asked to send a damaged item back. Photographing it is enough, and asking a customer to package and post a crushed parcel back to us to prove it was crushed is not a policy, it is an obstacle.

Anything unused can come back within 30 days of delivery, for any reason or none, in its original packaging.

Email orders@livwellhardware.com with your order number. We reply with an authorisation and a prepaid label. There is no restocking fee and you do not pay return postage.

The original outbound shipping charge is refunded too, on any return that reaches us inside the window.

An adhesive or sealant cartridge whose seal has been pierced, a box of fixings that has been part-used, an anchor that has been expanded and backed off, or an edge tool that has been honed, reground or struck. Those cannot be resold and cannot be returned.

Opening a box to count it, removing an edge guard to look at the grind, or trial-fitting a clamp does not make an item used. Neither does opening the outer carton.

If you are unsure whether something is still returnable, ask before you use it rather than after.

Every product page states, before you buy, what the item will do that might look wrong: hot-dip galvanising is visibly uneven and shows runs and matte patching, stainless arrives mill-finish rather than polished, black phosphate blooms orange within a season outdoors, unplated carbon steel spots if it is put away wet, and waxed canvas creases permanently and transfers wax in heat.

None of those is a defect and none is covered as one. All of them are still covered by the ordinary 30-day unused return above — if you read the page, bought it anyway and then did not want it, that is fine, send it back.

To the card that paid, always. We cannot refund to a different card, to a bank account, or as store credit unless you ask for credit specifically.

Issued within 5 business days of the return reaching us. Card networks then take a further 3–10 days to post it, which is outside our control and is normal.

The original charge and the refund both appear on your statement as LIVWELL.

Email orders@livwellhardware.com before it is dispatched and we will cancel and refund in full, same day. Once tracking exists, treat it as a return under the terms above.