Return Policy

Return & Refund Policy

Scope and intent
This return and refund policy applies to all purchases made through the Luvorié website.

Address: You will receive the return address as soon as your return request has been approved.

Return period
Customers in Australia have the right to return their purchase within 30 days of receipt without giving a reason.

Return Instructions

• Return Notification: Please contact our customer service team via support@luvorie.com 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 prepaid shipping label.

Packaging & Shipping

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

Customers
are responsible for the return shipping costs unless the item is faulty or does not match the description. In that case, Luvorié will cover the return shipping costs. We do not charge restocking fees.

Cancellation Policy

Customers can cancel their order within 30 minutes of placing it. After 30 minutes, the order will be processed and prepared for shipment, and cancellation is no longer possible. If you wish to cancel your order, please do so within this time frame by contacting our customer service team support@luvorie.com. After the 30 minutes, cancellation is no longer possible, and you will have to wait until you have received your order to follow the return process.

Specific return and refund conditions

• Returns in case of change of mind: If you change your mind after the purchase, you can return the product within 30 days, as long as it is unused, undamaged and in its original packaging.
• Faulty items: If you receive a faulty product, please contact our customer service team immediately for instructions. Luvorié will cover the return shipping costs and provide a replacement product or a 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 costs if necessary.
• Incorrect product received: If you receive an incorrect product, please contact us. We will arrange the return costs and make sure you receive the right product.
• Product did not arrive: If your product never arrived, please contact us so we can start an investigation with the carrier. If the product is not found, we will offer a full refund or a replacement.
• Cancellation after ordering: You can cancel your order before it has been shipped. If the order has already been shipped, please follow the return procedure upon receipt of the product.

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

Non-Damaged Items
Policy If you change your mind, you can return the undamaged and unused product within 30 days. Make sure it's in its original packaging.

Terms

• Return period: Returns must be reported and shipped within 30 days of receiving the product.
• Processing returns: Upon receipt and inspection of the returned item, we will process the refund within 7 days. You will receive a confirmation email.
• Conditions for refund: 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.
• Reimbursement period: Once the return has been approved, it will take up to 7 days to process the refund to the 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 & Costs

• Shipping Method: DHL + Track & Trace
• Return destination: China. Your order must be returned to our partner in China.
• Estimated return cost: $25 - $45

CONTACT US
We strive for optimal customer satisfaction. Feel free to contact our specialist customer service team using the contact details below or by filling out the contactform. Your feedback is very valuable to us. We aim to respond within 12 hours.

Email: support@luvorie.com
Contact form: Click here
Customer Service Opening Hours: Monday to Friday - 8:00 a.m. to 4:00 p.m.

Website name: Luvorié
Company name: Vos E-Commerce
Company address: Hanzeweg 42, Almere, Flevoland, 1335SX, Netherlands (not our return address)
Company number: 73792780
TAX number: NL002404238B12