Refund policy
Last updated: October 18, 2026
This Refund Policy explains your rights when you purchase from Liv & Silk, and describes the additional guarantee we offer on top of your legal rights as a consumer.
Your Legal Right of Withdrawal
If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with Directive 2011/83/EU on consumer rights.
To exercise this right, please contact us at contact@livsilk.com within 14 days of delivery. You will then have 14 additional days to send the item back to us. The cost of returning the item is borne by you.
Please note that, for hygiene reasons, cosmetic and personal care products that have been opened, unsealed, or used cannot be returned under this legal right once the seal has been broken, unless the product is faulty or does not match its description. This is a standard exception provided for under Article 16(e) of Directive 2011/83/EU.
Our Money-Back Guarantee
Because we know trying a new skincare routine takes trust, Liv & Silk voluntarily extends this protection beyond what the law requires. The length of the guarantee depends on the product:
- Silk Lifting Serum with Peptides and Collagen — 99 days
- SkinBalance Moisturizer — 30 days
The period that applies to a given product is also stated on its product page. If the product does not suit you within this period, contact our team and we will refund you in full — even if the product has been opened and used. No complicated process, and you do not need to send the product back.
To request a refund under this guarantee, email contact@livsilk.com with your order number. We may ask a few short questions about your experience so we can keep improving the product, but this is never a condition for your refund.
How Refunds Are Processed
Once your return or refund request is approved, we process the refund to your original payment method within 14 days. Depending on your bank or card provider, it may take a few additional business days for the funds to appear in your account.
Damaged or Incorrect Items
If your order arrives damaged, faulty, or different from what you ordered, contact us at contact@livsilk.com with photos of the item within 14 days of delivery, and we will arrange a replacement or a full refund at no cost to you.
Contact
Questions about a return or refund? Reach us at contact@livsilk.com. The address for returning goods and the model withdrawal form are in our Terms of Sale.