Refund Policy

Return Policy

We value our customers and strive to make every purchase enjoyable and stress-free. Online shopping can be tricky, so we are committed to providing excellent service to ensure a seamless experience with us.

Returns and Exchanges

Luvana accepts returns or exchanges for items purchased directly from our website within 30 days of purchase, provided the following conditions are met:

  1. No visible signs of damage.
  2. Original packaging is intact.
  3. Damaged items may impact the Luvana Guarantee.
  4. Returns or exchanges are not accepted after 30 days.

Exemptions:
Some products are non-returnable, including:

  • Intimate items (e.g., undergarments).
  • Sanitary goods.
  • Hazardous materials.
  • Flammable liquids or gases.

To process your return, you must provide proof of purchase, such as an order confirmation email with the order number.

How to Return or Exchange

  1. Contact Us:
    Email support@theluvana.com with your order number and reason for the return or exchange.

  2. Shipping for Returns:

    • You are responsible for the shipping costs of returning the item.
    • For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item.

Refunds

  1. Inspection & Approval:
    Once your return is received and inspected, we will notify you via email of the refund approval or rejection.

  2. Processing:
    Approved refunds will be credited back to your original payment method.

  3. Delays:
    Refunds typically take 2-3 business days to process, depending on your financial institution. If your refund hasn’t been received after this period, email us at support@theluvana.com for assistance.

Damaged or Defective Items

If your item arrives damaged or defective, please email support@theluvana.com within 48 hours of delivery. Include your order number, photos, and details of the issue. Claims made after this window may not be eligible for resolution.

Feedback & Questions

Your feedback matters to us! If you have any questions, concerns, or suggestions, feel free to reach out to us at support@theluvana.com. We're always here to help!