Widerrufsrecht

REFUND & RETURN POLICY

This policy explains our return, refund, and cancellation procedures.
By placing an order with us, you agree to the terms outlined below.

We guarantee that no additional charges will be applied to your order.
All applicable taxes and duties are already included in the purchase price.

1. HOW TO START A RETURN (USA & WORLDWIDE)

To request a return, please email us at:

info@lovau.com

Include your Order Number and Full Name in the email.

If your return request is approved, we will send you detailed instructions on how and where to return your package.

⚠️ Items sent back without prior authorization will not be accepted.

2. FREE EXCHANGES

Once we receive your returned item, it will be inspected.
If it meets our return conditions with original packing and unworn, we will ship your requested size replacement free of charge.

3. IMPORTANT NOTICE

We generally do not accept returns, credits, or exchanges due to customer error, including:

Incorrect pattern selection
Incorrect color selection
Wrong shipping address entered

Please review your order carefully before completing checkout.

4. HOW TO FILE A COMPLAINT (REQUIRED INFORMATION)

If you wish to file a complaint, you must email info@lovau.com and include:

Order number
Clear video or photo of the defective product

Additional requirements depending on the issue:

Printing error → Include a close-up photo of the error.
Size or print placement issue → Include a photo with a ruler or measuring tape visible.
Missing item → Include a photo of the package envelope with the shipping label clearly visible.

Incomplete submissions may delay processing.

If the issue is approved, you will be required to return the item at your own shipping cost, which may be refunded once we inspect the item.

5. RETURN COSTS

Return shipping costs are the responsibility of the customer.
Costs vary depending on courier and country.
We are not responsible for returns, customs duties, import taxes, or related charges.
You must use a trackable shipping service.
Keep proof of shipment and tracking information.

We cannot process claims without valid tracking or proof of shipment.

6. REFUNDS

REPLACEMENT / PARTIAL REFUND / STORE CREDIT

We offer free replacement/exchange, partial refund, or store credit in the following cases:

Wrong color shipped
Wrong size shipped
Product damaged due to factory defect or shipping damage

All returns must be inspected and approved before a refund or replacement is issued.

Please note that discounted items and also applied discounts, are not eligible for return in most cases. We kindly ask that you review this policy carefully before making a purchase.

In rare circumstances, we may be able to offer an exchange for a different size. If you would like to check your eligibility, please contact us at info@lovau.com.

7. RETURN CONDITIONS

To be eligible for a return:

Item must be unworn and unused
Tags must be attached
Item must be in original packaging
Proof of purchase is required (e.g., receipt or bank transaction screenshot)
Returning points/warehouses are in Europe.

All approved returns are refunded as store credit only.

8. ORDER CANCELLATION POLICY

If you wish to cancel your order:

Email info@lovau.com
Cancellation requests must be made within 24 hours of placing the order

Please note:

Cancellation is not guaranteed, as some orders are processed or shipped within hours.

If cancellation is successful, a refund will be issued to your original payment method.

9. EUROPEAN UNION – 15-DAY RIGHT OF WITHDRAWAL

If your order is shipped to the European Union:

You have the right to return your order within 15 days of receiving it.
Item must be unworn, unused, with tags, and in original packaging.
Proof of purchase is required.

We only allow one free replacement for the same item (for example, in case of incorrect size selection multiple times or used store credit).

Additional conditions:

Return shipping costs are the responsibility of the customer.
Returns must be sent to the address provided by customer service.
Do NOT send returns to the sender address listed on the package.
We are not responsible for items sent to an incorrect address.
We do not allow returns or exchanges using store credit, please double-check your sizing when using store credit for items.

10. RETURN PROCESSING

Ship the item using a trackable shipping service.
Once received at our warehouse, the item will be inspected.
If approved, a partial refund or store credit will be issued.
Refund processing may take 3–10 business days.

Delivery, “Not Received,” and “Not as Described” Policy

By completing a purchase on our website, you agree to the terms outlined below.

We maintain a structured resolution process that protects both our customers and our business. All claims must follow the steps outlined here.

1. Proof of Delivery

All orders are shipped with official carrier tracking.

Carrier tracking confirmation serves as official proof of delivery.
Once a package is marked Delivered by the carrier, responsibility transfers to the recipient.
We are not responsible for delivery errors caused by incorrect shipping addresses entered at checkout.

If tracking confirms delivery, any further investigation must begin through our claims process outlined below.

2. “Package Not Received” Claims

If your tracking shows Delivered but you believe you did not receive the package:

You must:

Contact us via email within 24 hours of the marked delivery time.
Confirm the shipping address entered at checkout.
Check with household members, neighbors, and building management.
Contact the carrier directly to initiate a trace.

Failure to contact us within 24 hours may result in denial of the claim.

Investigation Period

After a claim is initiated:

A mandatory 15-day waiting period applies.
Packages occasionally arrive after being prematurely marked delivered.
During this time, we coordinate with the carrier as needed.

3. Stolen Packages

If a package is confirmed delivered but stolen:

We offer a free replacement, provided the following documentation is submitted:

A copy of an official police report, or
Clear camera footage showing theft occurring at the time of delivery.

Refunds for Stolen Packages

Refunds are not issued for stolen packages unless:

A valid police report is provided, or
Clear video evidence is submitted.

If documentation is approved, we may issue either:

A replacement (preferred resolution), or
A refund at our discretion.

4. “Product Not as Described” Claims

If you believe your item is not as described:

You must:

Contact us within 24 hours of delivery.
Provide clear photos of:
- The product received
- The packaging
- The shipping label

We will review the claim and provide next steps. Items must be unused and in original condition for any resolution to apply.

5. Replacement Policy

Where claims are validated through our process:

Replacements are provided free of charge.
Refunds are not the default resolution.
Failure to complete required steps voids eligibility.

6. Chargebacks & Payment Disputes

If a chargeback is filed without first initiating our required claims process:

We will provide the following documentation to the issuing bank:

Proof of delivery via official carrier tracking
Timestamped delivery confirmation
A copy of our clearly posted policy
Proof that no contact was made within the required 24-hour period
Proof of agreement to policy at checkout

Failure to follow our claims process may result in denial of the dispute by the issuing bank.

7. Agreement to Terms

By completing your purchase, you acknowledge and agree:

Carrier tracking constitutes delivery confirmation.
Claims must be initiated within 24 hours.
A 15-day investigation period applies.
Documentation is required for stolen package claims.
Replacement is the standard resolution method.

CONTACT US

For any return or refund inquiries, please contact:

info@lovau.com

Thank you for understanding❤️