At Luvia, we want you to be completely satisfied with your purchase. If you change your mind or are not entirely happy with your order, we offer a straightforward, hassle-free return process.
1. 60-Day Return Window
We operate a generous 60-day return policy, which means you have 60 days after receiving your item to request a return.
2. Eligibility for Returns
To be eligible for a return and a full refund, your item must meet the following criteria:
-
It must be in the same condition that you received it: unused, unworn, and free from any signs of use or damage.
-
It must be in its original packaging with all tags, manuals, and accessories included.
-
You must be able to provide the receipt or proof of purchase (such as your order confirmation email).
Please note: For hygiene and safety reasons, certain types of goods (such as opened personal care items or intimate health products) cannot be returned unless they are faulty.
3. How to Initiate a Return
To start a return, please follow these steps:
-
Contact our customer support team at info@luviauk.co.uk with your order number and the reason for your return.
-
If your return is accepted, we will send you detailed instructions on how and where to send your package.
-
Please do not send items back to us without first requesting a return, as they will not be accepted.
4. Return Shipping Costs
-
Change of Mind: If you are returning an item because you have changed your mind or no longer want it, you will be responsible for paying the return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
-
Faulty or Incorrect Items: If you received an item that is defective, damaged, or incorrect, Luvia will cover the cost of the return shipping. We will provide you with a prepaid return shipping label or reimburse your postage costs.
5. Refunds
Once your return is received and inspected at our facility, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund.
If approved, your refund will be processed immediately. The funds will automatically be applied to your original method of payment. Please note: It may take an additional 5 to 10 working days for your bank or credit card company to process and post the refund to your account.
6. Damaged or Faulty Items
Please inspect your order upon reception. If the item is defective, damaged in transit, or if you receive the wrong item, please contact us within 48 hours of delivery at info@luviauk.co.uk with photos of the product and the packaging. We will evaluate the issue and make it right immediately by offering a replacement or a full refund.
7. Order Cancellations
If you wish to cancel your order, please contact us immediately. If the order has not yet been processed or dispatched, we will cancel it and issue a full refund. If the order has already been dispatched, you will need to follow the standard return process once the item arrives.
8. Contact Us
If you have any questions about our Return & Refund Policy, please contact us at:
Email: info@luviauk.co.uk
Address: Luvia 23 Snowdon Ln Liverpool L5 9RY United Kingdom