Return and Refund Policy
This Refund & Return Policy forms part of our Terms of Service and applies to all purchases made at luvaur.com, operated by Zenyu Ltd (company number 16840342), registered at 182-184 High Street North, Office 15597, London E6 2JA, United Kingdom ("Luvaur," "we," "us," or "our").
1. Your Right to Withdraw (EU Cooling-Off Period)
Under the EU Consumer Rights Directive (2011/83/EU), as a consumer based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, you must inform us of your decision to withdraw by sending a clear statement to help@luvaur.com within the 14-day period. You may use the model withdrawal form available on request.
Important exception — sealed hygiene products: In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed products which are not suitable for return due to health protection or hygiene reasons, once the seal has been broken after delivery.
Because our patches are skin-contact products supplied in sealed hygienic packaging, once the outer seal of an individual product sachet has been opened, the statutory right of withdrawal no longer applies to that item. Unopened, sealed sachets remain eligible for withdrawal within the 14-day window.
2. Our Voluntary 30-Day Satisfaction Promise
In addition to your statutory rights, we offer a voluntary 30-day satisfaction promise that goes beyond what EU law requires.
If you are not satisfied with your purchase within 30 days of delivery, you may request a refund under the following conditions:
- You must contact us at help@luvaur.com within 30 days of the delivery date
- You must include your order number and the reason for your request
- You must have used the product consistently and as directed during this period
- Only one satisfaction refund is available per customer, per lifetime
This voluntary promise does not affect your statutory rights under EU law.
3. Who May Return an Item
Returns may be requested by the original purchaser only, within the windows set out below. The product must have been purchased directly from luvaur.com. Products purchased through any third-party channel are not eligible.
4. Return Windows
Statutory withdrawal (14 days): You may return unopened, sealed items within 14 days of delivery under the EU Consumer Rights Directive, provided the individual product sachets remain sealed.
Voluntary satisfaction window (30 days): Under our satisfaction promise, refunds may be issued without physical return, at our discretion, for orders placed within the last 30 days.
Damaged or defective goods: Must be reported within 48 hours of delivery.
5. Condition of Returned Products
To qualify for a return under the statutory 14-day withdrawal right, products must be:
- In their original outer packaging
- With all individual product sachets sealed and unopened
- Free from damage, marks, or signs of use
- Accompanied by proof of purchase (order number or receipt)
Opened or used individual sachets cannot be returned for hygiene and health protection reasons, in accordance with Article 16(e) of the EU Consumer Rights Directive.
6. How to Initiate a Return
- Email help@luvaur.com with your order number, reason for return, and whether you are exercising your statutory 14-day right or requesting a voluntary satisfaction refund.
- We will respond within 2 business days with instructions and, where applicable, a return address.
- Do not send any product back to us before receiving confirmation and return instructions. Unauthorized returns may not be processed.
- Return shipping is the customer's responsibility unless the product was defective or incorrectly supplied. We strongly recommend using a tracked service, as we cannot be responsible for returns lost in transit.
7. Refund Process
Once we receive and assess your refund request, we will notify you of the outcome within 5 business days.
If approved:
- Refunds are issued to the original payment method used at checkout
- Processing time is 5–10 business days from approval, depending on your bank or card issuer
- Shipping fees are non-refundable, except where the product was defective or incorrectly supplied
- Return shipping costs, if applicable, are the customer's responsibility unless the product was defective
8. Processing Returns
Once your return is received and inspected:
- We will notify you by email of receipt within 2 business days
- We will confirm whether the return has been approved within 5 business days of receipt
- Approved refunds are processed to your original payment method within 5–10 business days of approval
9. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or is not what you ordered, please contact us at help@luvaur.com within 48 hours of delivery with:
- Your order number
- A clear description of the issue
- Photographs of the product and outer packaging
We will arrange a replacement or full refund (including original shipping costs) at no cost to you. These rights are in addition to the statutory two-year conformity guarantee under EU Directive 2019/771.
10. Items Not Eligible for Refund
The following are not eligible for refund under our voluntary 30-day promise:
- Products where the individual sachet seal has been opened and the product used for more than 14 days without contacting us
- Products returned after the 30-day window has closed
- Products showing evidence of misuse, tampering, or damage caused by the customer
- Gift cards and promotional items
- Products purchased through unauthorized third-party resellers
11. Exchanges
We do not offer direct exchanges at this time. If you would like a different product, please request a refund for your original order and place a new order separately.
12. Late or Missing Refunds
If you have not received your refund within 14 business days of our confirmation email, please:
- Check your bank or card account again
- Contact your card issuer (refunds can take additional time to post)
- If you have done both and still not received your refund, contact help@luvaur.com
13. Chargebacks
We take customer satisfaction seriously and ask that you contact us before initiating a chargeback with your bank or card provider. In most cases, we can resolve concerns directly and more quickly than the chargeback process.
Initiating a chargeback without first attempting to resolve the issue with us may be considered a breach of these terms, and we reserve the right to dispute such chargebacks with full documentation of the transaction, delivery, and our attempts at resolution.
14. Dispute Resolution
If we are unable to resolve a dispute directly, EU consumers have the right to use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
15. Contact
For all refund and return requests, questions, or concerns:
Email: help@luvaur.com Response time: Within 2 business days Postal address: Zenyu Ltd, 182-184 High Street North, Office 15597, London E6 2JA, United Kingdom