Återbetalningspolicy
We apply a 30-day return policy. This means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@luvanelle.com.
Return address (contact us before return please)
Address :5F, Building 4, Phase 2, Mannianghonghongija Cluster, Choujiang Set, Yiwu City
Province: Zhejiang
City: Yiwu
Postcode: 322100
Country: China
The customer is responsible for any cost that comes when returning the products back to the warehouse.
If your return is accepted, we’ll provide instructions to send your package. Items sent back to us without first requesting a return will not be accepted.
If you have any questions about returns, you can always contact us at support@luvanelle.com.
To avoid loss or misunderstandings, it is mandatory to send the return with tracking (tracking link). This tracking proof serves as shipping proof and is necessary for processing any refund.
We are not liable for returns that are:
Untraceable,
Do not arrive at the return address,
Or are lost during transport.
The refund will only be processed when the returned items are received in our warehouse or when the customer can provide valid tracking proof showing that the package was successfully sent.
Damage and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will then evaluate the issue and make it right.
Cancellation
The order can be cancelled up to 30 minutes after purchasing it, after that the order is taken in queue for shipment and cannot be cancelled anymore. Once the order is received and you want to get a refund, you must send the order back to the warehouse to be able to get a full refund.
Unauthorized charges / Possibly fraudelent
If you believe that the order was purchased without your authorization, you must let us know within the 24 hours after the purchase is initiated to cancel the order and so a refund can be processed. If we don't hear anything regarding this, the order will be fullfilled.
Exceptions/items that cannot be returned
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (like special orders or personalized items), sealed products related to health, where if the seal, meaning the packaging, is opened, we can no longer resell it for hygienic reasons, and personal care items (like beauty products, for example). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.
Sale items or gift cards cannot be returned.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item once the return is accepted.
Legal 14-day withdrawal period in the EU
Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Responsibility
The Supplier is responsible or liable for the materials and products made available to the End Customer. The warranty on these products is valid.
If End Customers appear to have problems with their products, and the initial after-sales services provided by Seller are not sufficient, the Supplier shall provide further assistance to solve the problems.
Supplier warrants to Seller that all goods supplied do not violate any intellectual property right, copyright or trademark right. In the event that products are patented, the Supplier assures Seller that it has the license to sell the goods.
However, the success of the Vendor's web shop/website, the accuracy or legality of its content and operation is the responsibility of the Vendor.
Refunds
Once we have received and inspected your return, we will notify you and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within ten business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
Please contact us at support@luvanelle.com if it has been more than 15 business days since we approved your return.
CONTACT
Company name: B&E DROP LLP
Chamber of Commerce number: OC456050
Trade name: LUVANELLE SE
Customer service email: support@luvanelle.com
Company address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom