A clear route when something needs resolving.
How to request a return, report a product problem, and receive help with an eligible refund.
Last updated: October 16, 2026
01. Return request period
You may request a return for an eligible purchase within 30 days after receiving the item. The period begins on receipt, rather than the purchase date.
Email service@lixvop.com within that period with your order number and reason for return.
This voluntary return policy does not shorten or restrict mandatory rights relating to faulty, unsafe, incorrect, or misdescribed goods.
02. Ordinary change-of-mind returns
To qualify for an ordinary change-of-mind return, the product should:
- Be covered by a request made within the 30-day period.
- Remain unused, uninstalled, unaltered, and in its original condition.
- Include the components, accessories, and other items originally supplied.
- Be supported by an order number or other suitable proof of purchase.
- Be securely packaged and returned according to the instructions provided.
Different conditions or remedies can apply to defective or incorrectly supplied products and where consumer law provides additional rights.
03. Start a return
Send your request
Provide your order number, contact details, product name, and reason for the return. Include relevant photographs where available.
Receive instructions
We review the request and explain the applicable return destination, packaging requirements, and next steps.
Send the item securely
Follow the instructions supplied. Keep your postage receipt and tracking information until the matter is resolved.
Contact support before returning merchandise.
Our registered company address is not automatically the return destination. Use the return location provided for your request.
04. Damaged, defective, or incorrect items
Contact us promptly if an item arrives damaged, does not function as described, is incorrect, or is materially different from its listing.
Where available, provide your order number, a description of the issue, and photographs of the product, supplied components, shipping label, and packaging.
Stop using an item if continued use may be unsafe. Retain the item and packaging where safe to do so until we explain the next steps.
Depending on the issue and applicable law, an appropriate remedy may include a replacement, return, repair where available, or refund. Necessary return costs for a verified defect or error for which we are responsible will be handled in accordance with applicable consumer protections.
05. Products that may not qualify
Ordinary change-of-mind eligibility may be affected by use, installation, alteration, customer-caused damage, consumed materials, or missing essential components.
Additional exclusions, such as lawful restrictions for personalized items or clearly disclosed final-sale products, apply only where stated before purchase and permitted by law.
These conditions do not remove mandatory remedies for a product that is faulty, unsafe, or materially misdescribed.
06. Return shipping and packing
For a change-of-mind return, the customer generally pays return shipping unless we agree otherwise or applicable law requires a different arrangement.
Use protective packaging suitable for the item. Secure small hardware and accessories, protect sharp components appropriately, and follow any specific return instructions. Contact us before returning an electrical product with a battery or an item subject to carrier restrictions.
A trackable service and retained proof of postage are recommended. Return damage caused by inadequate packaging may affect an ordinary change-of-mind return, subject to applicable law.
07. Inspection and resolution
When a return reaches the designated location, we may inspect its identity, condition, completeness, and the reported issue. We will explain the review result and the applicable refund, replacement, or other resolution.
Conditions for ordinary returns do not override legally required remedies.
08. Refund amount and method
Approved refunds normally return to the original payment method where supported. The amount depends on the return reason, original charges, and applicable law.
For a voluntary change-of-mind return, original outbound shipping may be nonrefundable where legally permitted. Where the law requires reimbursement of shipping or other charges, that requirement takes precedence.
09. Refund timing
Once an eligible refund is approved, we arrange it promptly and within applicable legal deadlines. The time before the credit appears depends on the payment provider, bank, and card issuer.
If you have received confirmation but cannot locate the refund after the provider’s normal processing period, contact the provider or our support team.
10. Exchanges, replacements, and cancellations
Contact us before returning an item for an exchange or replacement. Availability and the circumstances of the request determine the options. If the same product is unavailable, we will explain suitable alternatives.
For cancellation or order changes, contact us as soon as possible. We cannot always stop an order once fulfillment or dispatch has started. Applicable return rights may remain available after receipt.
11. Your statutory rights
Nothing in this policy excludes rights or remedies that cannot lawfully be waived. Mandatory consumer protection rules take precedence over conflicting conditions.