Refund policy

REFUND AND RETURNS POLICY

LiveAway — Operated by Geko Trading Limited
Effective Date: March 10, 2026
Last Updated: March 10, 2026

IMPORTANT NOTICE

Please read this Refund and Returns Policy ("Policy") carefully before placing an Order. By completing a purchase on www.liveaway.store, you acknowledge that you have read, understood, and agreed to the terms of this Policy. This Policy forms part of, and is incorporated by reference into, the Terms of Service of Geko Trading Limited (operating as LiveAway).

All products sold through www.liveaway.store are fulfilled by third-party dropshipping and logistics partners (including ZenDrop). This Policy has been drafted to reflect the operational realities of that fulfillment model while ensuring that all customers are treated fairly and in accordance with applicable consumer protection law.

SECTION 1 — RETURN ELIGIBILITY WINDOW

1.1 Standard Return Window. You may request a return for most Products within thirty (30) calendar days from the confirmed delivery date as recorded by the shipping carrier's tracking system. Requests submitted after the thirty (30) day window will not be accepted under any circumstances, except where prohibited by applicable law.

1.2 Damaged or Defective Items. In the event that you receive a Product that is damaged in transit, materially defective, or significantly not as described, you must notify us within seven (7) calendar days of the confirmed delivery date. Failure to notify us within this window may forfeit your right to a remedy under this subsection. Timely reporting is strictly enforced because our logistics partners require prompt documentation of transit damage claims.

1.3 Date of Delivery. For purposes of this Policy, the "date of delivery" is the date on which the shipping carrier's tracking system records a successful delivery scan at your provided shipping address. If no tracking update is available and a reasonable delivery period has elapsed, the date shall be determined by mutual agreement between you and the Company.

SECTION 2 — CONDITIONS FOR RETURN ACCEPTANCE

2.1 To be eligible for a return and refund, the item must satisfy all of the following conditions at the time of return initiation:

(a) The return request is submitted within the applicable window set out in Section 1;

(b) The item is unused, unworn, and unwashed, in the same physical condition as received;

(c) The item is in its original packaging, with all tags, labels, accessories, manuals, and documentation intact;

(d) The item has not been modified, altered, assembled (where not pre-assembled), or tampered with in any way;

(e) The item is not in one of the non-returnable categories listed in Section 3;

(f) You provide your order number and photographic evidence of the item's condition as part of your return request.

2.2 The Company reserves the right to refuse a return that does not meet all of the above conditions. Items returned to us that do not satisfy the eligibility criteria may be returned to the customer at the customer's expense or disposed of without refund, at our sole discretion.

SECTION 3 — NON-RETURNABLE ITEMS

The following categories of products are not eligible for return or refund, except in cases of confirmed manufacturing defect or transit damage:

  • Products that have been used, opened, assembled, or otherwise have had their condition altered by the customer;
  • Perishable goods, consumable products, or any item that deteriorates quickly by nature;
  • Personal hygiene products (including but not limited to undergarments, swimwear, grooming items, and personal care devices) once removed from original sealed packaging;
  • Items sold as part of a final sale, clearance, or promotional event that are explicitly marked as non-returnable at the time of purchase;
  • Custom-made, personalized, or made-to-order items;
  • Digital products, electronic downloads, and software licenses;
  • Items that have been damaged due to customer misuse, improper storage, accidents, unauthorized modifications, or neglect.

SECTION 4 — HOW TO INITIATE A RETURN

4.1 Step 1 — Contact Us. To begin the return process, send an email to juan@gekotrade.com with the subject line: "Return Request – Order #[Your Order Number]". Your email must include:

  • Your full name as provided at checkout;
  • Your order number;
  • The name(s) and quantity of the item(s) you wish to return;
  • A clear, written description of the reason for the return;
  • For damaged or defective items: at least two (2) clear photographs showing the damage or defect, with one photograph showing the item in its packaging as received.

4.2 Step 2 — Await Authorization. You will receive a response from our team within two (2) to five (5) business days of receiving your request. Do not ship any item back to us without receiving a written Return Merchandise Authorization (RMA) from us first. Unauthorized returns — items returned without a valid RMA number — will be refused upon delivery and will not be refunded.

4.3 Step 3 — Return Shipping. Upon approval of your return request, you will receive a Return Merchandise Authorization confirmation along with the return shipping address. Unless the return is due to our error (incorrect item shipped, defective item, or transit damage), return shipping costs are the customer's responsibility. We strongly recommend using a trackable shipping method and retaining your shipping receipt, as we cannot be responsible for items lost in return transit.

4.4 Step 4 — Inspection. Upon receipt of your return, we will inspect the item to confirm it meets the eligibility conditions set out in Section 2. We reserve the right to deny a refund if the returned item does not match the condition described in your return request or does not meet the eligibility criteria.

SECTION 5 — REFUND PROCESSING

5.1 Approval and Timeline. Once your return has been received, inspected, and approved, we will notify you by email. Approved refunds will be processed within five (5) to ten (10) business days of approval.

5.2 Method of Refund. All refunds will be issued to the original payment method used at the time of purchase. We are unable to issue refunds to a different card, account, or payment method than the one originally charged.

5.3 Credit Card Refund Timing. After we initiate the refund, it may take an additional three (3) to ten (10) business days for the refund to appear on your credit or debit card statement, depending on your financial institution's processing policies. These additional delays are outside of our control.

5.4 Partial Refunds. In certain circumstances — including but not limited to items returned in a condition that does not fully meet the eligibility criteria — we may issue a partial refund at our sole discretion, with written explanation.

5.5 Original Shipping Fees. Original shipping and handling fees paid at checkout are non-refundable except where the return is a direct result of our error (wrong item sent, item arrived damaged or defective).

SECTION 6 — EXCHANGES

The Company does not offer direct product exchanges at this time. If you wish to exchange an item, you must initiate a return for the original item (subject to the conditions of this Policy) and place a new, separate Order for the desired item. The new Order will be subject to then-current pricing and availability.

SECTION 7 — ITEMS LOST, STOLEN, OR NOT DELIVERED

7.1 If the shipping carrier's tracking system shows "delivered" but you have not received your package, you must: (a) verify that the package was not left with a neighbor, in a mailbox, at a building reception, or in an alternate safe location; (b) contact the shipping carrier directly with your tracking number to file a missing package report; and (c) contact us at juan@gekotrade.com within fifteen (15) calendar days of the marked delivery date.

7.2 The Company is not responsible for packages that are lost or stolen after confirmed delivery to the address provided by the customer at checkout. It is the customer's sole responsibility to provide an accurate, secure delivery address. If a package is returned to us as undeliverable due to an incorrect or incomplete address provided by the customer, the customer will be responsible for re-shipping fees.

7.3 If a package is confirmed as lost in transit — i.e., the tracking system shows no successful delivery scan and a reasonable delivery window has elapsed — the Company will work with the carrier and fulfillment partner (ZenDrop) to investigate the claim and, where appropriate, offer a replacement or refund.

SECTION 8 — ORDER CANCELLATION

8.1 Before Fulfillment. Orders may be cancelled and fully refunded if the cancellation request is submitted before the Order has been transmitted to our fulfillment partner for processing. Given that orders are typically forwarded to our fulfillment partner within one (1) to three (3) business days of placement, you must submit any cancellation request as soon as possible to juan@gekotrade.com.

8.2 After Fulfillment Has Begun. Once an Order has been transmitted to our fulfillment partner and fulfillment processing has commenced, the Order cannot be cancelled. In such cases, you must wait for the item to arrive and then initiate a return under the standard return procedure described in this Policy.

8.3 Company-Initiated Cancellations. The Company reserves the right to cancel any Order, at any time prior to shipment, for reasons including but not limited to: product unavailability, pricing errors, suspected fraudulent activity, or inability to verify payment. In such cases, a full refund will be issued.

SECTION 9 — FRAUDULENT RETURNS AND CHARGEBACK ABUSE

9.1 Policy Against Fraud. The Company maintains a strict zero-tolerance policy with respect to return fraud, refund abuse, and fraudulent chargebacks. The following conduct constitutes a material breach of these Terms and may constitute fraud under applicable criminal law:

(a) Returning an item that is different from the item delivered (i.e., substituting a different, inferior, or damaged item for the original);
(b) Falsely claiming that an item was not received when delivery has been confirmed by carrier tracking records;
(c) Falsely claiming that an item was defective, damaged, or not as described for the purpose of obtaining a refund while retaining the functional product;
(d) Initiating a credit card chargeback or payment dispute after a refund has already been issued;
(e) Initiating a fraudulent chargeback (commonly known as "friendly fraud") where goods were received in the condition described and no legitimate dispute exists.

9.2 Consequences. The Company actively investigates all suspicious return and refund activity. Upon detection of return fraud or chargeback abuse, the Company will:

  • Permanently ban the User from the Website and all future purchases;
  • Contest all fraudulent chargebacks through our payment processor, providing all available evidence including order records, tracking confirmation, photographic evidence, and communications;
  • Report instances of fraud to applicable law enforcement authorities, including but not limited to the Hong Kong Police Force, the United States Federal Trade Commission, the FBI's Internet Crime Complaint Center (IC3), and relevant financial fraud units;
  • Pursue civil litigation to recover all fraudulently obtained funds, plus all costs, attorney's fees, investigation expenses, and any additional damages arising from the fraud;
  • Report the User's details to relevant fraud prevention databases and chargeback monitoring services.

The Company does not regard the pursuit of these remedies as optional — fraud will be prosecuted to the fullest extent of applicable civil and criminal law without exception.

SECTION 10 — CONSUMER PROTECTION RIGHTS

Nothing in this Refund Policy shall be construed to limit, exclude, or override any rights you may have under applicable mandatory consumer protection laws in your jurisdiction. In particular, nothing herein affects statutory rights of consumers under United States federal and state consumer protection law, including the Magnuson-Moss Warranty Act (15 U.S.C. §§ 2301-2312) where applicable.

SECTION 11 — CONTACT FOR REFUND AND RETURNS

All return and refund inquiries must be directed to:

Geko Trading Limited (operating as LiveAway)
Flat/RM 511, 5/F Ming Sang Industrial Building
19-21 Hing Yip Street, Kwun Tong
Kowloon, Hong Kong SAR
Company/VAT/Trade Registration No.: 74906915

Email: juan@gekotrade.com
Phone: +1 (213) 774-5017
Website: www.liveaway.store

This Refund and Returns Policy was last reviewed and updated on March 10, 2026.