Returns & Refunds
We naturally hope that you are happy with your order from LIV MAKES. If you would still like to cancel a purchase, or if something is wrong with your order, you can read below which rules and procedures apply.
Right of withdrawal: 14-day cooling-off period
When making an online purchase, you as a consumer generally have the legal right to withdraw from the agreement within 14 days after receiving the product, without giving a reason, unless a legal exception applies.
If you ordered several products in one order and they are delivered separately, the legal withdrawal period may begin at a different time in accordance with the applicable rules.
After informing us within the cooling-off period that you wish to withdraw from the agreement, you have another 14 days to return the product. For this period, the date on which you send the return shipment applies.
How do I register a return?
You can notify us of your withdrawal by email at:
Please include your name and order number where possible, so that we can quickly locate your order.
You can also use the statutory model withdrawal form. Use of this form is not mandatory; you may also inform us in another clear and unambiguous way that you wish to withdraw from the agreement.
Online withdrawal function
Where the statutory right of withdrawal applies, you can also use the online withdrawal function on our website.
After submitting a withdrawal through this function, you will receive an electronic confirmation.
This online option does not replace your other legal options for exercising your right of withdrawal.
Important for your Shopify setup: only publish this paragraph once the function is actually available on livmakes.com. From June 2026, new requirements apply to online stores regarding the availability of a clear online cancellation/withdrawal function. For your webshop in September 2026, simply stating “send us an email” is therefore no longer sufficient.
Handling the product during the cooling-off period
During the cooling-off period, you may inspect and assess the product to the extent necessary to determine its nature, characteristics and functioning.
Please handle the product and its packaging with care.
Preferably return the product complete and, where reasonably possible, in its original packaging.
If you have used or handled the product beyond what was necessary to assess it, you may be liable for any resulting reduction in value.
Missing or damaged original packaging does not automatically mean that your right of withdrawal is lost.
Personalized products
For products that are made according to your specifications and are not prefabricated, or that are clearly intended for a specific person, the statutory exception to the right of withdrawal may apply.
At LIV MAKES, this may for example apply to:
> My Name Sign with a name made specifically for you;
> products containing personalized plaster letters;
> products or packaging featuring a name, age or personal text applied specifically for you;
> other products specially manufactured according to your individual specifications.
A product does not automatically fall outside the right of withdrawal simply because, when ordering, you selected from standard colors, themes, sizes or other pre-offered standard options. Whether the legal exception applies depends on the actual nature of the product and the personalization. The Dutch Authority for Consumers and Markets (ACM), for example, identifies products made using standard choices offered by the seller as cases where the cooling-off period may still apply.
The exception for personalized products does not limit your rights if the product is damaged, defective, incorrectly personalized or otherwise not delivered in accordance with the agreement.
Return shipping costs
When exercising the statutory right of withdrawal, the direct cost of returning the product is your responsibility, unless LIV MAKES has expressly stated otherwise in advance.
Is a product damaged, defective, incomplete or incorrectly delivered? Please contact us first at hello@livmakes.com. If there is a defect or error for which LIV MAKES is responsible, we will not charge you the necessary costs associated with an appropriate legal remedy.
Risk of the return shipment
If you return a product to us yourself, you are responsible for the return shipment until it reaches us, unless LIV MAKES itself offers to collect the product.
Please package the return carefully. If you wish, you can choose a shipping method that allows the parcel to be tracked.
According to ACM ConsuWijzer, the risk of a product returned by the consumer generally remains with the consumer.
Refunds
If you validly withdraw from the entire agreement, we will refund the payments received from you for that agreement, including the original cost of the cheapest standard delivery option offered by LIV MAKES.
If you chose a more expensive shipping method than our cheapest standard delivery option, we are not required to refund the additional cost of that more expensive shipping method.
If you return only part of an order and keep the remaining products, the original delivery costs do not need to be refunded.
We will issue the refund no later than 14 days after you inform us that you are withdrawing from the agreement.
For purchases involving products, we may wait to issue the refund until we have received the products, or until you have provided evidence that you have sent them back, whichever occurs first.
We will refund you using the same payment method used for the original transaction, unless you expressly agree to another refund method.
We do not charge any fees for issuing the refund.
Damaged, defective, incomplete or incorrectly delivered products
Your statutory rights when a product does not conform to the agreement are separate from the 14-day right of withdrawal.
Has your order arrived damaged, is a product defective or incomplete, has LIV MAKES carried out the personalization incorrectly, or have you received the wrong product? Please contact us at:
Where possible, please include:
> your order number;
> a clear description of the issue;
> clear photos of the product and, in the case of transport damage, the packaging.
Photos help us assess the issue quickly, but not providing photos does not automatically mean that your statutory rights are lost.
Because some LIV MAKES products contain fragile plaster components, we appreciate it if visible transport damage is reported as soon as possible after delivery.
Exchanges
LIV MAKES currently does not offer a separate direct exchange service.
If you would like to replace a product during the statutory cooling-off period with, for example, another standard product or theme, you may, where the right of withdrawal applies, withdraw from the original purchase and place a new order.
This exchange policy does not limit your statutory rights in the case of a damaged, defective or incorrectly delivered product.
Questions?
Are you unsure whether the right of withdrawal applies to your product, or is there something wrong with your order? Please contact us at:
For questions about an existing order, please include your order number where possible.
