Refund & Returns Policy

Last updated: 25 September 2026

Change-of-mind cancellation

For standard online purchases delivered to United Kingdom consumers, you may normally cancel within 14 days after receiving the goods without giving a reason. After telling us you wish to cancel, you normally have a further 14 days to send the goods back.

To cancel, email contact@loruvio.com or use our Cancellation Form page. Include your name, order number and the item you wish to return.

Return condition

You may inspect an item as you reasonably would in a shop. We may make a deduction where handling beyond what is necessary to establish the nature, characteristics and functioning of the goods has reduced their value.

Return shipping

For change-of-mind returns, the customer is responsible for the direct return-shipping cost unless we state otherwise. Contact us before returning anything so we can provide the correct return instructions and address.

Refund timing

Where cancellation rights apply, refunds are issued within the period required by applicable law after we receive the goods or you provide evidence that they have been sent back, whichever occurs first where applicable. Refunds are made to the original payment method unless otherwise agreed.

Original delivery charge

Where required by law, the basic outbound delivery charge is refunded. Extra cost chosen for an upgraded delivery method may not be refundable beyond the cost of the least expensive standard option offered.

Faulty, damaged, incorrect or misdescribed goods

Contact us promptly if your order arrives faulty, damaged, incorrect or materially not as described. We will assess the issue and provide the remedy required by applicable consumer law. This policy does not limit statutory rights.

Excluded items

Any lawful exception to change-of-mind cancellation rights, such as genuinely personalised goods, will be disclosed before purchase where relevant.