This policy is published by Northstar Mesa LLC for the Luviol US website.
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
1. RETURN CONDITIONS
To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in its original packaging.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. All returns must first be approved by our customer service team at: contact@luviol.com.
2. NON-RETURNABLE ITEMS
Several types of items cannot be returned:
- Gift cards.
- Hygiene or personal care items if the packaging has been opened.
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
3. REFUNDS
Once we receive and inspect your returned item, we will send you an email to confirm receipt. We will also notify you of the approval or rejection of your refund request.
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a maximum of 10 business days.
4. LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company. If after these steps you still have not received your refund, please contact us at: contact@luviol.com.
5. EXCHANGES
We only replace items if they are defective or damaged upon receipt. If you need to exchange it, email us at contact@luviol.com for return instructions.
6. SHIPPING AND RETURN COSTS
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item worth over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.