Return Policy

Returns and Refund Policy

Scope and Intent
This Returns and Refund Policy applies to all purchases made through the LUVORIA website.

Contact Information
For questions regarding returns and refunds, please contact our customer service at:

Email: support@luvoria.co.uk
Customer Service Opening Hours:
Monday to Friday - 9:00 to 18:00
Saturday and Sunday - 10:00 to 16:00
Address: You will receive the return address once your return request has been approved.

Return period
Customers within the United Kingdom have the right to return their purchase within 30 days of receipt without giving any reason.

Return instructions

  • Return notification: Please contact our customer service at support@luvoria.co.uk with your order number and a detailed reason for the return.
  • Return Authorization: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a pre-paid shipping label.

Packaging and shipping

Pack the item carefully in its original packaging with all labels and tags still attached. Include the Return Authorization Form and any necessary documents or images. Download and print the return label via the link in our email.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is defective or not as described. In that case, LUVORIA will cover the return shipping costs. We do not charge restocking fees.

Specific return and refund conditions

  • Returns for Change of Mind: 

    If you change your mind after purchase, you can return the product within 30 days as long as it is unused, undamaged and in its original packaging.
  • Defective Items: If you receive a defective product, please contact our customer service team immediately for instructions. LUVORIA will cover the return shipping costs and provide a replacement or refund.
  • Damaged Items: If the product arrives damaged, please send us photos of the damage within 48 hours. We will assess the situation and cover the return shipping costs if necessary.
  • Received incorrect product: If you receive an incorrect product, please contact us. We will arrange the return shipping and ensure that you receive the correct product.
  • Product not arrived: If your product never arrived, please contact us so we can initiate an investigation with the carrier. If the product is not found, we will offer a full refund or replacement.
  • Cancellation after order: You can cancel your order before it has been shipped. If the order has already been shipped, please follow the return procedure after receiving the product.

    Damaged or Defective Items Policy

    Upon receipt of damaged or defective items, please contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, offer a replacement or a full refund.

    No Damaged Items Policy

    If you change your mind, you can return the undamaged and unused product within 30 days. Make sure it is in the original packaging.

    Terms

    • Return Period: Returns must be reported and shipped within 30 days of receiving the product.
    • Returns Processing: After receiving and inspecting the returned item, we will process the refund within 7 days. You will receive a confirmation email.
    • Refund Policy: A refund will be approved if the product is undamaged, unused and in its original packaging. Refunds for defective or incorrectly delivered products will be approved after inspection.
    • Refund Timeline: Once your return is approved, please allow up to 7 days for the refund to be processed back to your original payment method.
    • Refund Methods: Refunds will be issued to the original payment method used at the time of purchase.

      Exceptions to the Return Policy

      The following products cannot be returned:

      • Personalized or custom made items
      • Hygiene products (e.g. socks, underwear), unless they are unopened and unused

      Shipping method and costs

      • Shipping method: DHL + Track & Trace
      • Return destination: China. Your order needs to be sent back to our partner in China.
      • Estimated return costs: £15 - £25

        This policy does not affect any applicable statutory rights.

        Questions?

        Visit our FAQ or contact our customer service.