Under our voluntary 30-day change-of-mind policy, items must be unused, unaltered, and complete. Include the original product packaging, instructions, and any accessories supplied with your order.

Opening the outer shipping package to inspect your order does not, by itself, make it ineligible for return.

Where applicable, DIY kits must be unassembled. Materials must not have been glued, consumed, or mixed in a way that prevents their return as supplied. Protective films on adhesive surfaces must remain in place.

Used items, started or completed projects, and items with components lost or damaged after delivery are not eligible for a voluntary change-of-mind return. These conditions do not limit claims for faulty, misdescribed, damaged-on-arrival, or incomplete goods, or your statutory rights.

Contact us as soon as you discover a defect, damage, an incorrect item, or a missing component listed as included with your purchase.

Share your order details and describe the issue. Photos of the item and packaging, if available, can help. Keep the item and remaining components while we review your request. Missing packaging or photos does not automatically remove your legal rights.

Depending on the issue and applicable rights, we will arrange an appropriate remedy, such as replacement components, repair, a replacement item, or a partial or full refund.

Where a return is needed for faulty, damaged-on-arrival, or incorrect goods, Luvorale covers the necessary return shipping. Our 30-day change-of-mind window does not shorten statutory periods for reporting faults or requesting remedies.

• Change of mind: You pay return postage. The cost depends on the carrier, parcel, and return destination.
• Faulty, damaged-on-arrival, or incorrect goods: We cover necessary return shipping and explain how it will be arranged.
• Restocking fees: We do not charge a restocking fee.
• Original delivery charges: These are not refunded for voluntary change-of-mind returns unless required by law. Applicable delivery charges are refunded where required for a faulty-item remedy or statutory cancellation.

Use the return destination provided by our support team and keep your postage receipt.

After receiving and inspecting your return, we will notify you of the outcome and issue an approved refund promptly. If we agree that an item does not need to be returned, we will confirm the refund arrangements with you. Applicable legal refund deadlines will be respected.

Refunds go to the original payment method for the amount actually paid for the returned item, including applicable item taxes and accounting for discounts. Delivery charges are handled as described above.

Your bank or payment provider may need additional time to display the refund. If it does not appear within their stated processing time, contact us and your payment provider so it can be traced.

If a voluntary return does not meet these conditions, we will explain why and discuss available options. We will not impose deductions or refuse remedies contrary to your statutory rights.

If you would prefer a different item or option, contact us first. For change-of-mind exchanges, we can guide you through an eligible return and a separate purchase. Replacements depend on availability.

For faulty, damaged, or incorrect items, contact us before purchasing a replacement so we can arrange the appropriate remedy.

Contact us promptly if you need to change or cancel your order. We will try to help before dispatch. Once a parcel is in transit, we may be unable to stop delivery and will explain the return process.

An inability to stop a shipment does not remove a statutory right to cancel the contract, including a right to notify us before delivery.

If tracking shows delivery but you cannot find your parcel, check the delivery location and ask anyone who may have accepted it. Then contact us with your order and tracking details.

We will investigate with the carrier and explain the next steps. A delivery scan alone does not settle every missing-parcel claim or override your rights where goods have not been delivered.

Our voluntary 30-day return policy is additional to your mandatory consumer rights. Where local law provides stronger protection, that protection applies. Change-of-mind conditions do not limit statutory remedies for faulty or misdescribed goods.

If EU or UK distance-selling rights apply

For eligible online purchases, you generally have 14 days after receipt to notify us of withdrawal without giving a reason, followed by 14 days to return the goods. For one order delivered in separate parts, the period generally starts on receipt of the last part. Our approval is not required for a valid withdrawal notice.

You may inspect goods as you would in a shop. A lawful deduction may apply for loss of value caused by handling beyond what is necessary to examine them. Opening packaging or buying at a sale price does not automatically remove these rights.

Where EU rules apply, reimbursement is due without undue delay and within 14 days of your withdrawal notice. Where UK rules apply and we have not offered collection, reimbursement is due without undue delay and within 14 days after receiving the goods or evidence of return, whichever is earlier. Where permitted, we may withhold reimbursement until the goods or evidence of return are received.

For a qualifying cancellation of the whole order, reimbursement includes the least expensive standard delivery option we offered. Additional charges for premium delivery need not be refunded. You pay return postage only where legally permitted and where you were informed of this before purchase.

Notify us through our Contact page or another clear statement sent using our published contact details. Identify your order and state that you wish to cancel. You do not need to give a reason for exercising a statutory withdrawal right.