Refund policy

Exchange and Return Policy

Exchange

A product or order may be exchanged in any of the following cases:

  • The order arrived incomplete.
  • The order arrived opened and incomplete.
  • The order arrived in poor condition.
  • A product different from the one ordered was received.
  • There is clear damage to the product on receipt.
  • There is a defect in the product.

If any of the above applies, the customer must contact customer service and provide the order number and clear photos of the product, the packaging, and images that show the issue.

After the case is reviewed, the appropriate action will be taken, whether by replacing the product, completing the missing item, or handling the case in line with the applicable policy.

The customer will not be charged any shipping fees arising from an error in preparing the order on LOVITA’s part.

Returns

An order may be returned within 7 days of the date of receipt, provided that:

  • The product is in its original condition.
  • The product has not been opened.
  • The product has not been used.
  • The packaging, wrapping and labels are in their original condition.
  • There is no damage or sign of use on the product.

Because LOVITA products are cosmetics, products that have been opened or used cannot be returned or exchanged, in order to protect product safety and quality.

This does not apply to cases of a defect, damage, arrival in poor condition, or a product that does not match the order, after the case has been verified.

The customer bears the return shipping fee for returns made at their own request. The return fee will be deducted from the total order amount when the refund is processed.

Refund Policy

If a return is approved, the amount due will be refunded to the customer after any applicable fees have been deducted in line with store policies.

The refund will be made to the payment method used to complete the order, whenever that is available.

It may take additional time for the amount to appear in the customer’s account, depending on the bank or payment provider.

Bundles and Free Gifts Policy

If a product or set of products is purchased as part of a bundle or offer that includes a free gift, the offer is tied to the order in accordance with its terms.

If a return of the bundle is requested, all products and gifts linked to it must be returned, unless the offer terms state otherwise.

Part of a bundle cannot be returned while keeping the discount or free gift if that would breach the offer terms.

Defective and Damaged Products Policy

If the order arrives in poor condition, or there is clear damage or a defect in the product, the customer must contact customer service and send:

  • The order number.
  • Clear photos of the product.
  • Clear photos of the outer packaging.
  • Photos showing the damage.
  • A brief description of the issue.

After the information is received, the case will be reviewed and verified. If damage, harm or a defect is confirmed, the appropriate action will be taken in line with the applicable policy.

Contact LOVITA

Email: support@lovita.com

For order enquiries, include your order number and a description of your request.