Eligible Products
- Unused, undamaged items in original packaging
- Wrong item delivered
- Item significantly not-as-described
- Defective on arrival
Non-Returnable Products
- Perishable items and food
- Personalised or made-to-order products
- Cosmetics, fragrances, and skincare once opened
- Innerwear, swimwear, and pierced jewelry for hygiene reasons
Return Request Timeline
Open a return within 7 days of delivery from your order page. After 7 days, requests can only be reviewed for defective items.
Refund Timeline
Once the seller confirms receipt of the return, refunds are issued within 3–7 business days to the original payment method.
Seller Responsibilities
- Accept eligible returns within the policy
- Respond to return requests within 48 hours
- Confirm receipt and refund promptly
- Cover return shipping when the return is their fault
Customer Responsibilities
- Return items in original condition and packaging
- Include all accessories and tags
- Ship back within 5 days of return approval
- Cover return shipping when returning for change of mind
Disputes
If you and the seller cannot agree, open a dispute from your order page and Lovi will mediate.