Returns & Refunds

Last updated: 8 October 2026

Start a return For an ordinary, non-personalised item purchased at luvvlo.com, notify us within 30 calendar days after delivery if you wish to return it. Email service@luvvlo.com with your order number and the item concerned. A reason is helpful but is not required to exercise a statutory right to cancel. For a fault or wrong item, describe the issue and include photos if reasonably available; an unboxing video is not a condition of assistance.

Return destination: [RETURN_ADDRESS], [RETURN_COUNTRY]. Contact us for the appropriate routing instructions before posting. Do not use the parcel's dispatch address unless it matches the return instructions. An internal authorisation number is an administrative aid, not a condition for exercising statutory rights.

For our voluntary return offer, send the item within [RETURN_DISPATCH_DAYS] calendar days after notifying us. Any different mandatory deadline takes priority. Keep proof of posting; tracked shipping is recommended.

Condition and phone-model mistakes Under our voluntary offer, returned goods should have no wear beyond a reasonable inspection. Include the supplied parts and, where reasonably possible, the original packaging. A missing outer box alone does not remove a statutory right. Handling beyond what is needed to check the item may lead to a justified deduction for lost value where the law permits; we will explain any proposed deduction.

If you chose an incorrect phone model and received the variant ordered, the ordinary change-of-mind process applies. If we sent a different variant, or our compatibility description was wrong, we will treat it as an order or product problem. Please do not force an incompatible case onto a device.

Return postage and delivery fees For a change-of-mind return, you pay the direct return postage unless we offered to cover it or applicable law requires otherwise. Check the return country before purchase. Return handling or restocking charges, if any: [RETURN_HANDLING_FEES]. No fee will be imposed where prohibited by applicable law.

If we confirm a defect, shipping damage or our fulfilment error, we will arrange or cover reasonable necessary return costs. Contact us to agree the method so you do not incur avoidable charges.

For voluntary change-of-mind returns outside a statutory cancellation right, the original delivery fee is not refunded. Where law requires repayment of standard outbound delivery, we will include it; an optional express-delivery premium need not be refunded where the law permits that distinction.

Faulty, damaged or missing items Tell us as soon as reasonably possible so we can investigate and provide the remedy required by law, which may include repair, replacement, a price reduction or refund. The voluntary return window does not shorten legal rights concerning defects. We do not impose a 24- or 48-hour reporting limit that removes those rights. Ordinary wear, accidental damage and misuse are assessed separately from manufacturing or description faults.

Bundles, discounts and exchanges For a full voluntary return of a bundle, return its included components. If you want to return only part, contact us first to confirm whether it can be processed separately and the amount attributable to it. We will not retrospectively charge an undisclosed penalty or use a bundle condition to deny a remedy for a defective component.

For a different style or phone model, contact us about availability. We may arrange an exchange or a return followed by a new purchase. We do not guarantee exchange stock until confirmed.

Personalised items An item genuinely made to your individual specifications, such as a name engraving, may be excluded from change-of-mind returns where law allows and the exclusion was disclosed before purchase. Selecting a standard phone model or stock colour is not, by itself, personalisation. Defective or incorrectly personalised goods retain applicable remedies.

Refund timing We will notify you when the return is assessed. Our operational target is to issue an eligible refund within 5 business days after receipt and assessment, and always within any earlier legal deadline. Refunds go to the original payment method unless another lawful method is agreed without extra cost to you. Bank posting times vary. Inspection will not be used to extend a statutory deadline.

Statutory cancellation rights Where EU or UK distance-selling rules apply, eligible purchases generally have a 14-day cancellation period after receipt, followed by a further 14 days to send the goods back after notice. Reasonable inspection is allowed. Statutory refunds, including applicable standard outbound delivery, follow the legal timetable; where permitted, repayment may be withheld until the goods or evidence of return are received. Legal exceptions and more protective national rules take priority over this voluntary offer.

To cancel, send a clear statement to service@luvvlo.com or our business address in the Terms & Conditions. You may use: “I wish to cancel my purchase of [items], order [number], ordered on [date] and received on [date]. My name and address are [details].” Use any online withdrawal facility provided by the store where applicable. No particular wording is required.