Refund policy

Returns & Refunds

We want you to be happy with your Luvon purchase. If you change your mind about your order, you have 14 days from the date you receive your item to request a return, subject to the conditions below.

Change of Mind Returns

If you decide that your purchase isn't quite right for you, you can request a return within 14 days of receiving your order.

To be eligible for a return, the item should be returned in its original condition, together with its original packaging, accessories and components where applicable.

You are welcome to carefully inspect and handle the item as reasonably necessary to check its nature, characteristics and functionality.

If an item has been assembled, used, damaged, or handled beyond what is reasonably necessary for inspection, and this has reduced its value, we may make a reasonable deduction from your refund to reflect the reduction in value.

For items that have been opened, assembled or used beyond what is reasonably necessary for inspection, a deduction of up to 15% of the item's purchase price may apply where the condition, packaging or resale value has been materially affected. The actual deduction will depend on the condition of the item and the extent of any reduction in value.

This deduction will not apply where an item is being returned because it is faulty, damaged on delivery, incorrect, or otherwise does not conform to the contract.

Return Costs

For change-of-mind returns, the cost of returning the item is the customer's responsibility, unless we have stated otherwise at the time of purchase.

As many of our products are large or bulky furniture items, please contact us before arranging a return. We will provide you with the appropriate return instructions.

To request a return, please contact us at contact@luvon.co.uk.

Please do not send an item back without contacting us first and receiving return instructions from our team.

Return Address

Returns should be sent to:

Luvon
59 Church Lane
Kitts Green
Birmingham
England
B33 9EG

Damaged, Faulty or Incorrect Items

We recommend checking your order as soon as reasonably possible after delivery.

If your item arrives damaged, faulty, incomplete, or different from what you ordered, please contact us as soon as possible at contact@luvon.co.uk.

To help us resolve the issue quickly, we may ask you to provide photographs or other relevant information showing the issue.

Where an item is faulty, damaged on delivery, incorrect, or otherwise does not conform to the contract, the change-of-mind return conditions and any restocking or condition-related deduction described above will not apply.

We will work with you to arrange an appropriate solution in accordance with your statutory rights.

Non-Returnable Items

Some products may not be eligible for cancellation or return where permitted by applicable law. This may include personalised, customised or specially made-to-order products and other goods that are legally excluded from cancellation rights.

Sale items and gift cards may also be subject to separate terms.

Nothing in this policy affects your statutory consumer rights.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

If you would like to exchange an item, the simplest option is usually to return the original item and, once the return has been accepted, place a separate order for the item you would like instead.

If you need assistance with an exchange, our team will be happy to help.

European Union 14-Day Cooling-Off Period

If your order is being delivered to a consumer in the European Union, you may have a statutory right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to applicable legal exceptions.

Where applicable, statutory cancellation rights and conditions will take precedence over this policy.

Refunds

Once we receive your returned item, we will inspect it and confirm whether your refund has been approved.

Where applicable, we will also let you know if a deduction is being made because the value of the item has been reduced through handling beyond what is reasonably necessary to inspect it.

Approved refunds will be issued to your original payment method.

Refunds will be processed within the timeframe required by applicable law. Please note that your bank or payment provider may take additional time to make the funds available in your account.

If you have any questions about your return or refund, please contact our team at:

contact@luvon.co.uk

We're always happy to help.