Refund Policy Information

RETURNS AND REFUNDS POLICY  

At Luvexia we offer a 14-day money-back guarantee to ensure the best possible experience. If you are not satisfied with your purchase, contact us and we will resolve the issue! We do not accept returns after the 14-day period, so contact us as soon as possible and you will receive a full refund! 

HOW TO REQUEST A REFUND? 

Simply fill out our form on the contact page or email us at info@luvexia.com with your order number. Once the product is received and inspected, we'll issue a full refund! (Refunds may take up to 5 days, depending on the lender.) 

SHIPPING AND RETURN OF PRODUCT(S) 

Shipping and any costs related to returning the order are the responsibility of the customer.

WHAT IF THE PRODUCTS ARE DEFECTIVE/WRONG/DAMAGED? 

If the products you receive are defective, incorrect, and/or damaged, please contact us within 14 days of receiving the package. Please include your order number, photos of the product in question, and all relevant invoice references. In accordance with our satisfaction or refund policy, we will do our best to resolve the issue as quickly as possible. 

*If the products you receive do not fully meet your expectations, please contact us for a discount coupon.

*Full refunds are not issued on orders that are not defective, damaged, and/or incorrect. If your order falls into these three categories, you will be sent the same product that is working and/or as you ordered. (If stocks are exhausted, you will be sent a voucher to use for another product of the same value.)

*Under no circumstances will the amount spent be refunded!

EXCLUSION OF THE RIGHT OF WITHDRAWAL
Pursuant to art. 59, letter c) of Legislative Decree 206/2005 (Consumer Code), the right of withdrawal does not apply to goods made to measure or clearly personalized.
Since the products offered by Luvexia can be customized according to the Customer's specifications, once the order has been confirmed it will not be possible to exercise the right of withdrawal.

HOW DO I CHANGE OR CANCEL MY ORDER? 

Please contact us as soon as possible at info@luvexia.com if you wish to change or cancel your order. Remember to include your order number and the change/cancellation you wish to make. You will receive confirmation of the transaction. 

Orders that have already been packed or shipped cannot be exchanged or cancelled. 

WHAT HAPPENS IF THE CUSTOMER DOES NOT COLLECT THE PACKAGE?

If an order has not been collected by the recipient, it will be returned to our warehouse. Once the order is received, it will be processed by the Technical Support team and forwarded to the Administration Department for a refund.

Shipping your order and returning it to the warehouse incurs shipping costs, which the company or individual who placed the order must pay. Therefore, you will receive a refund for the return of your order, minus the shipping costs to and from the warehouse.

This process may take up to 4 weeks.

INCIDENTS WITHIN 24/48 HOURS OF DELIVERY IN CASE OF DAMAGED PACKAGE:

All our products leave our warehouse with the packaging in perfect condition. If the customer notices any damage upon delivery, it is ESSENTIAL Make sure the courier's shipping label clearly states " PACKAGE VISIBLY DAMAGED ." We recommend using order confirmations to educate your customers on this best practice.

If the customer reports an incident within 24 hours of delivery, attaching the scanned shipping note, we can use this document to claim against the sender's insurance and, once the incident has been resolved, replace the damaged product with a new one.