Refund policy

SAL Return & Exchange Policy (EU & UK)

1. Our Approach

We want you to feel confident in your SAL purchase. If an item is not quite right, our return and exchange policy is designed to be clear, fair, and respectful of both your consumer rights and the quality of our garments.

This policy applies to orders delivered within the European Union, the United Kingdom, and Switzerland.

2. Return Window

You may request a return or exchange within 30 days of delivery.

Returns must be initiated within this period by contacting our customer care team. Once approved, returned items must be shipped back within 14 days of receiving return authorization.

3. Condition of Returned Items

Returned items must be:

  • Unworn, unwashed, and unaltered (beyond trying on)

  • In original condition with all tags, labels, and packaging intact

  • Free from odors, stains, damage, or signs of use

We reserve the right to refuse returns that do not meet these conditions.

4. Items Not Eligible for Return

The following items cannot be returned or exchanged:

  • Personalized or made-to-order items

  • Items marked as final sale at the time of purchase

  • Intimate apparel or swimwear with hygiene seals removed

This does not affect your statutory rights in the case of faulty or non-conforming goods.

5. Return Shipping Costs

Change-of-mind returns and size exchanges

For returns or exchanges where the item is not faulty or incorrect:

  • SAL will provide a prepaid return label for eligible returns within the EU, Switzerland and UK

Alternatively, you may arrange return shipping at your own expense.

Faulty or incorrect items

If your item is faulty, damaged, or incorrect:

  • SAL will cover all return and replacement shipping costs

Please contact us promptly so we can provide appropriate instructions.

6. Refunds

Refunds are issued to the original method of payment.

Refunds include:

  • The full purchase price of the returned item

  • Standard delivery charges paid, where applicable, in accordance with consumer law

Express or upgraded shipping charges are non-refundable.

Refunds are processed within 7–14 working days of receipt and inspection.

7. Exchanges

Exchanges are offered subject to availability.

Replacement items are dispatched once the original item has been received and approved.

If the requested replacement item is unavailable, a refund will be issued instead.

8. Statutory Right of Withdrawal

Nothing in this policy affects your statutory right to withdraw within 14 days under applicable consumer protection laws.

9. How to Start a Return

Email: returns@livesal.com
Please include your order number and details.

10. Fair Use Monitoring

We monitor excessive or abusive return patterns and reserve the right to refuse future orders where return behavior exceeds reasonable and fair use.