Refund policy

Last updated: September 15, 2026

We want you to be happy with what you ordered. If you are not, you have 30 days from the day your order is delivered to request a return.

This policy explains how that works, what we can accept back, and how quickly you get your money.

The Short Version

• 30 days from delivery to request a return.
• Items must be unused, in their original condition and original packaging.
• Return shipping is paid by you, except when the item is faulty, damaged or not what you ordered — then we cover it.
• Refunds are issued to your original payment method within 10 business days of us receiving and inspecting the return.
• Damaged on arrival? Don't ship it back. Send us a photo within 48 hours and we will replace or refund it.

Cancelling an Order

You can cancel or change your order within 24 hours of placing it, free of charge, by emailing hello@loovina.com with your order number.

After 24 hours, your order has usually entered fulfillment and we may no longer be able to stop it. If we can't, you can still return the item once it arrives, under the terms below.

Approved cancellations are refunded in full within 10 business days.

How to Start a Return

1. Email hello@loovina.com within 30 days of delivery. Include your order number, the item(s) you want to return, and the reason.
2. We will reply within 24 business hours with a return authorization and the exact return address. Please wait for this email — returns sent without authorization may not be traceable to your order and cannot be refunded.
3. Pack the item securely in its original packaging and ship it with a tracked service. Keep your tracking number.
4. Once we receive and inspect the item, we will confirm your refund by email.

Items must be received back by us within 21 days of the return authorization being issued.

What We Can Accept

We accept returns of:

• Unused items in their original condition, with all tags, accessories and original packaging included.

We cannot accept returns of:

• Items that have been used, worn, washed, altered or damaged after delivery;
• Items returned without their original packaging, tags or accessories;
• Items returned without a prior return authorization;
• Items returned more than 21 days after the return authorization was issued;
• Custom, personalized or made-to-order items;
• Gift cards;
• Free gifts and promotional items received as part of a bundle (these must be returned with the main item for the refund to be processed in full).

Final sale items, where identified as such on the product page, cannot be returned or exchanged unless they are faulty.

Who Pays for Return Shipping

Original shipping charges are non-refundable, except where the return is due to our error or a faulty item.

We strongly recommend using a tracked shipping service. We cannot issue a refund for a return we never receive, and we are not responsible for returns lost or damaged on their way back to us.

Damaged or Faulty Items

If your item arrives damaged or develops a fault that is not the result of normal wear or misuse:

• Do not ship it back — you are not required to return it;
• Email hello@loovina.com within 48 hours of delivery (or as soon as the fault appears);
• Include your order number and clear photographs showing the damage or fault, plus a photo of the outer packaging if the parcel itself was damaged.

We will assess the situation and arrange a free replacement, a reshipment, or a full refund — your choice — at no cost to you.

We do not replace or refund items damaged through normal wear, accident, misuse, or use for a purpose the product was not designed for.

Wrong Item Received

If we sent you the wrong item, email us at hello@loovina.com within 7 days of delivery with your order number and a photo of what you received. We will ship the correct item at our expense and provide a prepaid label for the return where a return is needed.

Exchanges

The fastest way to exchange an item is to return it for a refund under this policy and place a new order for the item you want. This way you get the item you want without waiting for the return to arrive back with us.

If you would prefer a direct exchange, email us and we will arrange it where stock allows.

Refunds

Once we receive and inspect your return, we will email you to confirm the outcome.

• Approved refunds are issued to your original payment method within 10 business days of inspection. Depending on your bank or card issuer, it can take a further 5–10 business days for the funds to appear on your statement.
• Refused returns (items that don't meet the conditions above) will be sent back to you at your expense, or held for 30 days and then disposed of, at your choice.

If more than 15 business days have passed since we confirmed your refund and you still haven't seen it, contact your bank or card issuer first, then email us at hello@loovina.com and we will send you the transaction reference.

All refunds are processed in the original currency of purchase. We are not responsible for losses caused by currency conversion, exchange rate variations or foreign transaction fees charged by your bank.

Refusals and Non-Delivery Caused by the Customer

We are unable to refund orders where the issue is within your control, including:

• An incorrect or incomplete shipping address entered at checkout;
• A parcel refused at delivery or at customs;
• A parcel unclaimed at a pickup point and returned to sender;
• Unpaid import duties or taxes.

In these cases we can reship the order once any additional shipping and customs costs are settled, or refund the order value minus shipping and any costs already incurred.

Fraud Prevention

To prevent fraud, we verify billing and shipping addresses and monitor transactions for unusual activity. We may request additional information to confirm the legitimacy of a transaction. If we suspect fraud, we reserve the right to cancel the transaction and notify the customer.

Your Statutory Rights

Nothing in this policy limits any rights you may have under the mandatory consumer protection law of your country of residence, including any statutory right to a remedy for goods that are faulty, not as described, or not fit for purpose.

Policy Updates

We reserve the right to modify this Refund & Return Policy at any time. The version in force is the one published on this page at the time you place your order. By purchasing from Loovina, you agree to this Refund & Return Policy.

Contact

Need to start a return, or just have a question? Email us at hello@loovina.com with your order number.

Our support team replies within 24 business hours, Monday to Friday.