Refund policy

Return & Refund Policy

At Lovaana, we want you to love every purchase. If you’re not completely satisfied with your order, you may request a return under the conditions outlined below.

Return Window

You have 30 days from the date your order is delivered to request a return.

Unfortunately, we cannot accept return requests made after this period, except where otherwise required by applicable law.

Return Eligibility

To be eligible for a return, all of the following conditions must be met:

• Items must be unworn, unused and unwashed.
• Items must be returned in their original condition.
• All original tags must remain attached to the garment. Tags that have been removed and reattached will not be accepted.
• Items must be free from makeup, fake tan, deodorant marks, perfume, body odor, stains, pet hair or any other signs of wear or use.
• Items must not have been altered, repaired or modified in any way.
• All original accessories or components supplied with the item must also be returned.
• Items must be carefully and securely packaged to prevent damage during return shipping.
• A note containing the customer’s full name and order number must be included inside the parcel so that the return can be identified.
• Customers must retain their proof of postage and tracking information until the return has been fully processed.
• Returns must only be sent to the return address provided by our Customer Support team after a return request has been submitted.
• The return must be sent within the applicable return period.

All returned items will be carefully inspected upon arrival.

If an item shows signs of wear, washing, damage, alteration or otherwise fails to meet the conditions above, the return may be refused or the refund amount may be reduced where permitted by applicable law.

These conditions do not limit any mandatory statutory rights available to consumers.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the item received is faulty, damaged, incorrect or applicable law requires otherwise.

Customers are responsible for arranging and paying for their own return shipment using a shipping carrier of their choice.

Lovaana does not provide a prepaid return label for standard returns.

We strongly recommend using a tracked shipping service and keeping your proof of postage and tracking information until your return has been fully processed.

The customer is responsible for ensuring that the return parcel is correctly addressed and sufficiently packaged.

Lovaana cannot be held responsible for return parcels that are lost, misdirected or damaged before reaching the return address.

How to Start a Return

To request a return, please contact our Customer Support team using the contact form or email address available on our website.

Your request should include:

• Your full name
• Your order number
• The item(s) you wish to return

Once your return request has been accepted, our Customer Support team will provide you with the correct return address and return instructions.

Please do not send your return to any address before receiving the return instructions from our Customer Support team.

Once you have received the instructions:

1. Carefully pack the item(s) in their original condition.
2. Make sure all original tags remain attached.
3. Include a note inside the parcel containing your full name and order number.
4. Arrange and pay for the return shipment with the carrier of your choice.
5. Keep your proof of postage.
6. Once the parcel has been shipped, send us your tracking number or a photo of your proof of postage.

Returns sent without sufficient information to identify the corresponding order may experience delays in processing.

Refunds

Once your return has been delivered to us, the returned item(s) will be inspected to ensure that they meet the conditions of this Return & Refund Policy.

We will notify you of the outcome of the inspection.

If your return is approved, the refund will be issued to the original payment method used when placing the order.

Once the refund has been issued by Lovaana, it may take several business days for the funds to appear in your account depending on your bank, card issuer or payment provider.

Any original shipping charges will be handled in accordance with applicable consumer protection laws.

Exchanges

If you would like a different size or style, we recommend returning the original item and placing a new order.

This helps ensure faster processing and gives you the best chance of securing the desired item while it is still available.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned where permitted by applicable law:

• Underwear
• Swimwear where the hygiene seal has been removed
• Items that have been worn, washed, damaged or returned without their original tags attached

These restrictions do not affect any statutory rights you may have regarding faulty, damaged or incorrectly supplied products.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or different from what you ordered, please contact our Customer Support team as soon as possible after delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photos showing the item and the problem

Please do not return a faulty, damaged or incorrect item at your own expense before contacting us.

After reviewing your request, we will provide the appropriate instructions and, where applicable, arrange a replacement, refund or return at no additional cost to you, in accordance with applicable law.

Lost or Damaged Parcels

If your order is lost during transit or arrives damaged, please contact our Customer Support team as soon as possible.

We may request information or photographs necessary to investigate the issue with the shipping carrier.

Right to Refuse Returns

Lovaana reserves the right to inspect all returned items and to refuse a return or reduce the refundable amount where permitted by applicable law if the item does not comply with the conditions outlined in this policy.

This may include, without limitation, items that have been worn, washed, stained, damaged, altered, contaminated by odors or cosmetics, or returned without their original tags attached.

Nothing in this policy is intended to exclude or restrict any mandatory consumer rights provided by applicable law.

Contact Us

If you have any questions regarding a return or refund, our Customer Support team is here to help.

Please contact us using the contact form or email address available on our website before sending any return.