Refund policy

Returns, Refunds & Warranty Policy

For questions about an order, delivery, return or warranty claim, please contact Luvidora at contact@luvidora.com.

This policy explains our delivery service, our voluntary returns offer and our 12-month limited product warranty. These commercial benefits are additional to your statutory consumer rights. The conditions for change-of-mind returns do not apply to claims about faulty, damaged or incorrectly supplied products.

1. Free standard delivery

We offer free standard delivery on all orders to the destinations available at checkout, with no minimum order value.

Orders are normally processed within one working day. Estimated delivery is 3–5 working days after dispatch. Working days exclude weekends and relevant public holidays. Any destination-specific estimate will be displayed before you place your order.

During periods of high demand, order processing and delivery may take longer than usual.

You will receive an email with tracking information once your order has been dispatched.

Delivery estimates are not guaranteed arrival dates. If we become aware of a significant delay, we will contact you with the available options. This does not limit any cancellation or refund rights you may have because of a delay.

2. Delivery problems or incorrect items

Please check your delivery address before placing your order. If you need to correct it, email us as soon as possible. We will help where a change is still possible.

If your order does not arrive, arrives damaged or contains the wrong item, contact us at contact@luvidora.com with your order number and a description of the issue. For damage or an incorrect item, please include clear photos if possible.

We will investigate with our fulfilment partner or carrier where needed and arrange the appropriate solution. Please contact us promptly so we can help; a late report does not automatically remove your statutory rights.

3. Our voluntary 60-day change-of-mind returns policy

If you change your mind, you may request a return within 60 days of delivery under our voluntary returns policy.

To qualify for this additional offer, the product must be unused, unopened and complete, with its original packaging, accessories and any intact original seals. Please also include any complimentary gift supplied as part of the returned offer. Contact us if an item is missing before sending the return.

This voluntary offer is not a trial period for used products. These conditions do not restrict statutory cancellation rights, or your rights if a product is faulty, not as described or incorrectly supplied. See section 9.

4. How to request a return

Email contact@luvidora.com with your order number, the name used for the order and the item you wish to return. You may tell us the reason if you wish; a reason is not required to exercise an applicable statutory cancellation right.

We will provide the appropriate return address and instructions. Please do not use an address printed on the shipping parcel without checking with us first.

For returns under our voluntary 60-day offer, please dispatch the parcel within 14 days after receiving our return instructions. Keep proof of postage; we recommend a tracked service. Requesting instructions does not suspend or shorten any statutory deadline, and a statutory cancellation does not depend on our approval.

5. Return shipping costs

For change-of-mind returns, you pay the direct return postage unless we have expressly offered free returns for your order or applicable law requires otherwise.

If we need a faulty, damaged or incorrectly supplied product returned, we will provide a prepaid return method or reimburse reasonable return postage where applicable. We will explain the arrangements before asking you to send the product back.

No restocking or administrative fee applies to an eligible return. Where delivery was free, we do not deduct an undisclosed original shipping charge from your refund.

6. Refunds

For returns under our voluntary offer, we will notify you by email of the outcome once the returned goods have been received and checked. Statutory refunds will be handled in accordance with applicable law, including where proof of return is sufficient.

Approved refunds are issued to the original payment method for the amount actually paid for the returned item. We will email you when the refund has been issued. Your bank or payment provider handles the credit to your account. A complimentary gift has no separate cash refund value.

Where a statutory refund also includes delivery charges or other amounts, we will refund those amounts as required by applicable law.

7. Our 12-month limited product warranty

Products supplied by Luvidora include a complimentary 12-month limited warranty from the date of delivery against defects in materials or workmanship during normal use in accordance with the instructions. Products that arrive damaged are also covered.

To make a claim, email contact@luvidora.com with your order number or other proof of purchase, a description of the problem, clear photos and a short video showing the fault. If the problem cannot be shown in a video, or you cannot provide one, contact us so we can arrange another reasonable way to assess it.

Once a covered defect is confirmed, we will send you a brand-new replacement free of charge, including delivery. If we require the defective product to be returned, we will cover the reasonable return costs. Original packaging is not required for a defect claim.

If the same product is unavailable, we will contact you to agree an appropriate alternative or refund. We will confirm the expected replacement dispatch date by email.

This warranty does not cover ordinary wear or damage caused by accidental drops, misuse or failure to follow the product instructions. It does not exclude an unrelated manufacturing defect merely because the product has been opened or inspected.

The replacement service described here does not remove a statutory right to a refund, repair or another remedy. See section 9.

8. Help with using your product

If you are unsure how to use your product or believe it is not working correctly, contact us with your order details. We can help check the instructions and identify the issue.

Receiving support or troubleshooting advice does not require you to give up an applicable right to cancel, return or claim a remedy for a fault.

9. Statutory consumer rights

Nothing in this policy excludes or limits rights that cannot lawfully be excluded. These may include rights relating to quality, description, delivery, cancellation and remedies for faults. Such rights can last longer than our voluntary returns period or warranty.

For UK customers, a qualifying online purchase can generally be cancelled by notifying us within 14 days after receipt, followed by a further 14 days to send the goods back. You may inspect the goods as you would in a shop. Opening ordinary packaging alone does not automatically cancel this right. A hygiene exception applies only where the legal requirements for that exception are met. This statutory right is separate from our additional 60-day offer.

For US customers, applicable federal and state rights remain in force. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. We do not disclaim applicable implied warranties through this policy.

For Australian customers, applicable consumer guarantees continue independently of this voluntary warranty. Remedies may include repair, replacement, refund and compensation, depending on the circumstances. Our replacement service does not remove a right to choose another remedy where the law provides one.