REFUND & CANCELLATION POLICY

At Luvieno, we carefully inspect and pack our products before dispatch. We want every order to reach you in the condition you expect.

 

1. Cancellation Before Dispatch

If you need to cancel an order, please contact us as soon as possible after placing the order.

Cancellation requests can only be accommodated before the order has been processed or dispatched, where possible.

Once an order has been dispatched, it may no longer be possible to cancel it.

If an eligible cancellation is approved before dispatch, the applicable amount will be refunded to the original payment method.

 

2. Returns and Exchanges

Luvieno does not generally offer returns or exchanges for:

  • Change of mind
  • Incorrect size selection
  • Colour preference
  • Style preference
  • The product no longer being required
  • Gift recipient preference

Customers are encouraged to review product details and the size guide carefully before placing an order.

Nothing in this policy is intended to limit any rights available to customers under applicable law.

 

3. Damaged or Defective Products

If you receive a product that is damaged, defective, incorrect or materially different from the product you ordered, please contact us as soon as reasonably possible after delivery.

We will review the issue and, where the claim is accepted, provide an appropriate resolution, which may include a replacement or refund as applicable.

 

4. Unboxing Video

We strongly recommend recording a continuous, unedited video while opening your parcel.

The video should begin before the package is opened and clearly show:

  • The sealed package
  • Shipping label
  • Outer packaging
  • Opening of the package
  • Product received
  • Any visible damage or defect

An unboxing video helps us determine whether damage occurred during transit and allows us to investigate your claim more efficiently.

Photographs and other supporting information may also be requested.

 

5. How to Report a Damaged or Defective Product

If you receive a damaged, defective, incorrect or materially different product:

  1. Keep the product and original packaging.
  2. Take clear photographs of the product and packaging.
  3. Keep your unboxing video, if available.
  4. Contact us with your order number and details of the issue.
  5. Provide photographs, video and any other information requested by our team.

Please do not send the product back without contacting us first.

 

6. Review of Claims

Once we receive your complaint, our team may request additional photographs, videos or information to assess the issue.

If the product is confirmed to be damaged, defective, incorrect or materially different from what was ordered, we will communicate the available resolution.

 

7. Refunds

For approved returns, cancellations or eligible product-related claims, the applicable refund amount will be credited to the customer's Luvieno Wallet associated with their account.

Refunds will not normally be transferred back to the original payment method or source account.

Luvieno Wallet credit can be used towards future purchases on the Luvieno website, subject to the applicable terms of use.

The refund amount will be credited after the claim or cancellation has been reviewed and approved by Luvieno.

 

8. Luvieno Wallet

Luvieno Wallet is store credit provided by Luvieno for eligible refunds.

Wallet credit:

  • Can be used for future purchases on the Luvieno website.
  • Is linked to the customer's Luvieno account.
  • Cannot normally be transferred to another account.
  • Cannot normally be exchanged for cash.
  • Will be credited only after the applicable refund has been approved.

 

9. Replacement

Where appropriate and subject to product availability, Luvieno may offer a replacement for an accepted damaged, defective or incorrect-product claim.

If a replacement is not available, an applicable refund may be offered.

 

10. Unauthorised Returns

Please do not ship any product back to Luvieno without receiving instructions from our customer-support team.

Unauthorised returns may result in delays in processing your request.

 

11. Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to exclude or restrict any consumer rights or remedies that cannot legally be excluded under applicable law.

 

12. Contact Us

For refund, cancellation or product-related assistance:

Luvieno™
Email: info@luvieno.com
Phone: +91 9599563541