Returns & refund policy

Returns & Refund Policy – Lonvera

At Lonvera, your satisfaction is our priority. If for any reason you’re not fully happy with your purchase, we’re here to help.

1. Return Period

  • You may request a return within 30 days of receiving your order.

  • To be eligible, items must be:

    • Unworn, unused, and in original condition

    • In the original packaging with tags still attached

    • Accompanied by proof of purchase (order confirmation or receipt)

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Underwear and swimwear

  • Socks

  • Sale or clearance items (unless faulty)

3. Refunds

  • Once we receive and inspect your return, we will notify you by email.

  • If approved, your refund will be processed to your original payment method within 5–10 business days.

  • Shipping fees (if applicable) are non-refundable.

4. Exchanges

  • We currently do not offer direct exchanges.

  • If you would like a different size or colour, please return your item for a refund and place a new order.

5. Faulty or Damaged Items

If you receive an item that is damaged or defective:

  • Contact us within 48 hours of delivery at support@lonvera.com

  • Provide photos of the product and packaging

  • We will arrange a replacement or issue a full refund (including shipping costs)

6. Return Shipping

  • Customers are responsible for the cost of return shipping (unless the item is faulty).

  • We recommend using a trackable courier service, as we cannot guarantee receipt of returned items without tracking.

7. How to Start a Return

  1. Email us at support@lonvera.com with your order number and reason for return.

  2. We’ll provide you with return instructions and the return address.

  3. Send your item back in its original packaging.

  4. Once received and approved, we’ll process your refund.

8. Consumer Rights

This policy does not affect your statutory rights under the UK Consumer Contracts Regulations. You are entitled to cancel your order within 14 days of receipt for a full refund.

9. Contact Us

If you have any questions about our Returns & Refund Policy, please reach out:

📧 support@lonvera.com