Política de reembolso

📄 RETURN & REFUND POLICY (90 DAYS)

🕒 Return Period

You have 90 calendar days from the date of delivery to request a return.

✅ Eligibility for Returns

To be eligible for a return, the item must meet ALL of the following conditions:

  • Be in the same condition as received
  • Be unused and not altered
  • Have no scratches, damage, or signs of wear
  • Include all original components and parts
  • Be returned in its original packaging (box, protection materials, accessories, etc.)
  • Not have been modified or tampered with in any way
  • Be properly packaged for return shipping
  • Be accompanied by a proof of purchase or order number

👉 We reserve the right to refuse returns that do not meet these conditions.

⚠️ Personalized Products (IMPORTANT)

As our products are custom-made and personalized, the following conditions apply:

  • ❌ Returns are not accepted for change of mind
  • ❌ Returns are not accepted if incorrect information was provided by the customer (name, date, text, image, etc.)

👉 Returns for personalized products will ONLY be accepted if:

  • The item arrives defective
  • The item arrives damaged
  • The wrong item was delivered

📦 How to Start a Return

To initiate a return, please contact us at:

📧 customerservice.luvora@gmail.com

Please include:

  • Your order number
  • Reason for return
  • Photos of the item (if applicable)

👉 Returns will not be accepted without prior authorization.

If your return is approved:

  • You will receive detailed instructions
  • Return address: [INSERT RETURN ADDRESS]

🚚 Return Shipping

  • Customers are responsible for return shipping costs, unless the return is due to our error or a defective product
  • We recommend using a trackable shipping service
  • We are not responsible for lost or damaged returns during transit

🔍 Inspection Process

Once we receive your return, the item will be inspected.

👉 If the item does not meet the return conditions:

  • The return may be rejected
  • Or a partial refund may be issued

💸 Refunds

If your return is approved:

  • A refund will be issued to your original payment method
  • Within up to 10 business days

👉 Please note:

  • Processing times may vary depending on your bank or payment provider
  • Original shipping costs are non-refundable, unless the return is due to our error

🔁 Exchanges

We do not offer direct exchanges.

👉 If you wish to receive a different item:

  1. Request a return
  2. Place a new order

⚖️ European Union 14-Day Withdrawal Right

If your order is shipped to the European Union, you have the right to withdraw from your purchase within 14 days, without giving any reason.

👉 However:

  • This right does not apply to personalized/custom-made products, unless defective or incorrect

❗ Damages & Issues

Please inspect your order upon arrival.

👉 If you receive a defective, damaged, or incorrect item:

  • Contact us within 48 hours of delivery
  • Provide clear photos of the issue