Returns and Refund Policy

30-Day Return Policy

You may request a return within 30 calendar days after your order is marked as delivered.

To request a return, email luriveasupport@gmail.com and include:

• Your full name

• Your order number

• The email address used to place the order

• The reason for the return

• Clear photographs or videos where the item is defective, damaged, incorrect or materially different from what was ordered

Returns must be authorised before being sent. Products returned without prior authorisation, to an incorrect address or outside the applicable return period may not be accepted.

Authorised returns must be sent to:

[INSERT FULL RETURN ADDRESS]

Please do not return products to the address shown on the shipping label unless we specifically instruct you to do so. The original shipping location may belong to a carrier or fulfilment partner and might not be able to process returns.

Return Eligibility

Except where applicable consumer law provides otherwise, products returned under our voluntary 30-day return policy must be:

• In substantially the same condition in which they were received

• Unworn, unused and unwashed

• Complete with all accessories, manuals, tags and components

• In their original packaging

• Accompanied by valid proof of purchase

You may inspect a product as reasonably necessary to establish its nature, characteristics and functionality. However, we may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary, where permitted by law.

We may request photographs, videos, serial numbers, packaging photographs or other reasonable evidence before issuing return instructions. Providing photographs or videos does not remove the requirement to return the product unless we confirm otherwise in writing.

Return Shipping Costs

For change-of-mind returns made under our voluntary 30-day policy, the customer is responsible for the direct cost of returning the product unless we agree otherwise or applicable law requires otherwise.

Where a product is confirmed to be defective, damaged on arrival, incorrect or materially not as described, we will provide an appropriate remedy in accordance with applicable consumer law. This may include return instructions, a replacement, repair, partial refund or full refund, depending on the circumstances.

Original delivery charges are not refundable under our voluntary return policy unless required by law. For a valid EU statutory withdrawal, eligible standard delivery charges will be refunded as required by applicable law. Any additional amount paid for premium, express or non-standard delivery may not be refundable.

We strongly recommend using a tracked shipping service and retaining the shipping receipt. We are not responsible for a return shipment that is lost or delivered to an address other than the authorised return address.

A return is not considered received until its tracking confirms delivery to the authorised return location.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it arrives.

Contact luriveasupport@gmail.com promptly if:

• The product arrived damaged

• The product appears defective

• You received the wrong product

• A component is missing

• The product materially differs from what was ordered

Include your order number and clear photographs or videos showing the product, packaging, shipping label and reported issue.

Do not discard the product or its packaging while your claim is being reviewed. We may need the item and packaging to investigate the issue with our carrier or fulfilment provider.

Damage caused by misuse, accidents, improper storage, unauthorised alterations, failure to follow product instructions or normal wear and tear is not considered a manufacturing defect.

Nothing in this policy limits any mandatory legal rights you may have regarding defective or non-conforming goods.

Non-Returnable Products

Subject to applicable consumer law, returns may not be accepted for:

• Products made to the customer’s specifications or clearly personalised

• Perishable products

• Sealed products that are not suitable for return for health-protection or hygiene reasons after the seal has been opened

• Products that have been used, worn, washed, altered or damaged after delivery

• Products missing essential parts, accessories or packaging

• Hazardous materials, flammable liquids or gases

• Gift cards or other non-refundable digital-value products, where legally permitted

Purchasing an item during a promotion or sale does not remove any mandatory consumer rights. However, products clearly marked as final sale may be excluded from our additional voluntary 30-day return policy to the extent permitted by law.

Contact us before purchasing or returning an item if you are uncertain whether it qualifies.

Exchanges

We do not currently offer direct exchanges.

The fastest way to obtain a different product, colour or size is to request a return for the original product. Once the return has been approved, you may place a separate order for the replacement.

Approval of a return does not reserve replacement stock.

European Union and EEA Right of Withdrawal

Where EU or EEA consumer law applies, you generally have the right to withdraw from an eligible distance purchase without giving a reason.

You must notify us of your decision to withdraw within 14 calendar days beginning on the day after you, or a person designated by you other than the carrier, receives the product.

To exercise this right, email luriveasupport@gmail.com with a clear statement confirming your decision to withdraw. Please include your name, order number, delivery date and the product being returned.

After notifying us, you must send the product back within the legally applicable return period. Unless we state otherwise or applicable law requires us to cover the cost, you are responsible for the direct cost of returning the product.

The product should only be handled to the extent reasonably necessary to establish its nature, characteristics and functionality. You may be responsible for any reduction in value resulting from excessive handling.

The statutory right of withdrawal may not apply to certain products, including personalised products, perishable goods and sealed products that are unsuitable for return for health-protection or hygiene reasons once unsealed.

This section does not affect any separate legal rights relating to faulty, damaged or non-conforming products.

Refund Inspection and Processing

We will notify you after your return has been received and inspected.

Return authorisation does not constitute final approval of a refund. Refund eligibility is determined after the returned product and available evidence have been reviewed.

Where the refund is approved, it will be issued to the original payment method. We cannot normally refund an order to a different card, bank account or payment method.

For returns under our voluntary 30-day policy, please allow up to 10 business days after approval for us to process the refund. Your bank or payment provider may require additional time to display the funds.

Where EU statutory withdrawal rights apply, refunds will be processed within the period required by applicable law. Where legally permitted, we may withhold reimbursement until we have received the returned product or you provide adequate evidence that it has been dispatched, whichever occurs first.

If more than 15 business days have passed since we confirmed that your refund was issued, contact luriveasupport@gmail.com.

Refused and Unclaimed Deliveries

Refusing delivery or failing to collect an order does not automatically cancel the order or guarantee a full refund.

Where a parcel is returned to us because it was refused, unclaimed, the address supplied was incomplete or incorrect, or delivery attempts were unsuccessful, we may deduct permitted return-carrier charges, redelivery expenses or other direct costs from any refund, subject to applicable law.

A refund cannot be processed until the returned parcel has been received and identified.

Incorrect Delivery Information

Customers are responsible for checking that their delivery name, address and contact details are accurate before completing an order.

Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

We are not responsible for delivery failure caused by incorrect or incomplete information supplied by the customer, except where applicable law provides otherwise.

Duplicate Refunds and Payment Disputes

Please contact us at luriveasupport@gmail.com before opening a payment dispute so that we have an opportunity to investigate and resolve the matter.

Opening a chargeback does not create an entitlement to receive both a chargeback and a separate merchant refund for the same transaction. Where a refund has already been issued, we may provide the refund confirmation, transaction reference, tracking information, delivery records, communications and applicable policies to the payment provider.

Once a chargeback has been opened, our ability to issue or manage a separate refund may be restricted while the payment provider reviews the dispute.

Nothing in this section prevents a customer from exercising any lawful right to contact their bank or payment provider.

Order and Delivery Records

For fraud prevention, customer support and dispute resolution, we may retain relevant order records, including:

• The policy version presented when the order was placed

• Order confirmations

• Fulfilment records

• Carrier tracking and delivery confirmation

• Address-verification and fraud-screening results

• Customer communications

• Return tracking

• Photographs or videos supplied in connection with a claim

• Refund and replacement records

These records may be shared with payment processors, banks, carriers, insurers, fulfilment providers or dispute-resolution services where reasonably necessary to investigate an order or respond to a payment dispute, subject to our Privacy Policy and applicable law.

Policy Abuse and Fraud

We reserve the right to investigate suspected return abuse, altered evidence, false claims, empty-package returns, substitution of products, unauthorised returns or attempts to obtain duplicate compensation.

Where reasonably necessary, we may compare returned products with order details, serial numbers, product identifiers, shipment weight, fulfilment records and photographic evidence.

This clause does not limit legitimate consumer rights or prevent customers from reporting genuine problems.

Contact Us

For return or refund enquiries, contact:

Lurivea Support
Email: luriveasupport@gmail.com

Please include your order number in all correspondence.