We want every piece to feel just right—but if something doesn’t meet your expectations, we’ve got you covered.
Return Timeframes (Based on Reason)
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery and contact us within 24 hours if:
- Your item is damaged or faulty
- You received the wrong product
- An item or component is missing
Timely reporting is essential for us to resolve the issue quickly and fairly. Please include your order number and a clear photo of the issue when you contact us.
Change of Mind or Incorrect Orders
If you ordered the wrong item or simply changed your mind, you can request a return within 7 days of receiving your order.
Start your return here: Returns Center
Please note: Return requests submitted after the applicable timeframe cannot be accepted.
100% Refund Eligibility
You qualify for a full refund if:
- Your order was damaged or defective (reported within 24 hours)
- You received the wrong product (reported within 24 hours)
- Your parcel never arrived
- A component or item was missing (reported within 24 hours)
Return Conditions
For Damaged or Faulty Items
- Must be reported within 24 hours
- Items may be opened or unsealed
- All original packaging and parts should be included, where possible
- The issue must not be caused by misuse or improper handling
For Change of Mind Returns
- Items must be in the same condition as received: unopened, unused, with all tags and seals intact
- Buyer is responsible for return shipping
- A 15% handling and restocking fee will apply
Warranty Seals
If an item has a manufacturer’s warranty seal and it is broken, this may void your warranty. Please contact us before returning if unsure.
Non-Returnable Items
The following items are not eligible for return:
- Personal care items (e.g. roll-ons, beauty products)
- Custom or personalised products
- Gift cards
- Items marked as final sale
- Installed spare parts that were found to be working post-installation
Exchanges
If you’d like a different item, the fastest way is to return your original item and place a new order.
Refunds
Once we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will be processed to your original payment method. Processing times may vary depending on your bank or payment provider.
Cancellation Policy
Before Shipping:
You can request cancellation by emailing sales@luvlu.co.za. We can only cancel if your order hasn’t shipped yet.
After Shipping:
If your order has already been dispatched, it cannot be cancelled. Once delivered, you can request a return as per our policy for change-of-mind returns.
Reporting Damaged or Incorrect Items
You must contact us within 24 hours of receiving your order if:
- The item is damaged or defective
- Items are missing or incorrect
Be sure to include your order number and photo evidence to help us process your request efficiently. We assess each case individually and aim to resolve issues fairly.
Need help with a return?
Visit our Returns Portal or contact us via email or WhatsApp. Our team is ready to assist.