Frequently Asked Questions

From inception, Livance’s inspiration has been the dream of a better life for all. Since our founding, 15 years ago, the organisation’s proud growth has been fuelled by our people’s passionate devotion to enhancing lives.

This is our vision; enhancing lives through our 5 principles:

Passion defines our every action.
People make the difference.
Relationships; vested interest and success.
Products; from supply to solution.
Service; above and beyond.

It’s this vision that prompts us to continually expand the range of quality products we bring to South Africans. It’s the gauge we use in selecting brands that will deliver on our promise to you and it’s the impetus behind this online store.

We take great pleasure in presenting you with direct access to these reputable products:

• Midea Home Appliances
• Midea Room Air Conditioners and Portable Air Conditioners
• Toshiba Microwaves, Dishwashers, Washing Machines and TV’s
• Alliance Home Appliances
• Vivo Smartphones

The guiding principles that have brought us this far permeates through this online space and your interactions with us here. Beyond the reassurance that you’re buying a trusted product, you can expect unwavering, professional support and service levels that go way beyond expectation. These are non-negotiables in our constant drive to make a positive impact on the lives of each and every one of our customers.

Welcome to Livance Online.

Standard delivery takes between 1-4 working days dependant on the area you live in, between 8:00am-5:00pm. In the case of aircons, delivery will be done by an installation company authorised by Livance Online. We will communicate the details of the installer who will be delivering the unit to you.

If any changes are needed once an order has been placed, please phone us at (011) 794-5537 or email us at sales@livanceonline.co.za. We promise we will do our very best to accommodate you with any request you might have.

Room size is dependent on the square meterage of the space. You can determine the size of your unit by multiplying the length x width of the room, then multiply this figure by roughly 600 Btu’s per m2. Each size unit on the website specifies the square meterage of the space it caters for.

E.g. A room size of 20m2 (5m across by 4 meters wide) will require a 12000btu size aircon. A room size of 40m2 (10m across by 4m wide) will require a 24000btu size aircon and so on.

All payments go through PayGate and have various options such as credit card, debit card, EFT etc.

Our website never closes – you are free to purchase 24 hours a day, 365 days a year. Our Client Concierge team are available via email and will respond within 24 hours during working hours.

Our courier partner will call ahead of delivery to confirm date and time of delivery best suited to you. You can also call, whatsapp or mail us should you wish to enquire about the status of your delivery.

If you no longer want to receive the order you can log a cancellation via email, this needs to be done on the same day that your order is placed before the order goes out for delivery the following day. If you wish to log a return, you can do so by email on receiving your parcel. The item will then be collected from you free of charge, and a refund (or exchange, if requested) actioned once the items are returned to our warehouse.

We don’t do phone or face to face orders. You can only order/purchase online but are more than welcome to call our Client Concierge team to assist with any queries or questions regarding any of our products or services.

  1. Faulty products:

A refund or exchange will be arranged in the case of a faulty product at no charge, provided:

• it is undamaged and unused
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
• it is not missing any accessories or parts; and
• you log a return on the Website contact us page or email us within 7 days of delivery to you; and
• it has not been installed in the case of aircon units. If the unit has been installed standard warranty and procedures will apply.

Once we have inspected the product and validated your return, we will refund you with the purchase price of the product within 8 days of the return. Please bear in mind that refunds can take 5 – 10 working days to reflect in your account depending on the banking institution you make use of. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

  2. Unwanted products:

In the case of unwanted products, you can return the item to us provided:

• it is undamaged and unused, with the original labels and stickers still attached;
• it is not missing any accessories or parts;
• you log a return on the Website contact us page or email us within 7 days of delivery to you
• aircon and heat pump products that have been installed are not eligible for return, and standard warranty and procedures will apply

For unwanted products there will be a collection charge of 5% on total purchase price for transportation fees which will be deducted from the amount refunded to you.

• Log your exchange/refund request via email
• Prepare the return parcel and pack the product in its original packaging
• Collection will be arranged through our courier partner at a time suitable to you
• In the case of aircons, collection will be through the dealer/installation company authorised by Livance Online that delivered the unit to you and he/she will arrange to collect the unit back from you.

Each size unit on the website specifies the room size it caters for. You can calculate the square meterage of your room by multiplying the length x width. If your installer who delivers the unit determines the size of unit is too small for the application for which you intend to use it he will recommend that you exchange it for a bigger sized unit. He will then take the unit back and return it with a bigger size, or you can return the unit to Livance Online via the installer for a full refund by Livance Online provided your unit is in line with requirements listed as per return stipulations)