Return and Refund Policy

Our Return and Refund Policy is designed to provide a transparent and hassle-free experience. Please review the guidelines below regarding eligibility, procedures, and timelines for returns and exchanges.

Policy Overview

• Return period: 30 days from the date of delivery
• Maximum refund processing time: 14 business days from receipt of the shipment (usually just a few business days)
• Return shipping costs: Covered by the customer
• Damaged items: We offer a free replacement

Return Conditions

We accept returns under the following conditions:

• Return window: Products may be returned within 30 days of the delivery date
• Item condition: Products must be in their original condition, unused, and in their original packaging

In accordance with Article 38 of the Consumer Rights Act, the right of withdrawal does not apply to sealed goods that, once opened, cannot be returned for reasons of health protection or hygiene, if the packaging has been opened after delivery. This applies in particular to cosmetics. Returns of such products are only possible if they remain in factory-sealed, unopened condition.

Return Instructions

To initiate a return, please:

• Contact Customer Support: Email us at support@lonavie.com with your order number, the reason for the return, and photos (if possible)
• Receive return authorization: Our team will review your request and provide instructions along with the next steps
• Package the product: Securely pack the item, including all tags, the original packaging, and the authorization form
• Ship the package: Use a trusted courier with tracking. Shipping costs are covered by the customer unless the product is defective or incorrect

Refund Policy

• Return approval: Once we receive and inspect your shipment, we will inform you of the refund status within a maximum of 14 business days, though it typically takes just a few days.
• Processing time: Approved refunds will be issued to the original payment method within a maximum of 14 business days. Your bank or card provider may need additional time to post the funds to your account.
• Confirmation: You will receive a confirmation email once your refund has been processed.

Return Address

Our products are shipped from various warehouses in third-party countries across Asia. For this reason, the return address may vary depending on where your product was originally shipped from.

Once you submit your return request, we will provide you with the appropriate return address to ensure the entire process runs smoothly and conveniently for you.