Return & Refund Policy

Last updated: October 2026

At Loruvio, we want you to feel confident when placing an order. In addition to your statutory consumer rights, we offer a 30-day return period subject to the conditions below. Loruvio is operated by HAVANUP.

1. 30-day return period

You may request a return within 30 days of receiving your order. Different conditions may apply depending on whether your request falls within your statutory cancellation period or our additional voluntary return period.

2. UK 14-day right to cancel

If you are a consumer in the United Kingdom, you generally have the legal right to cancel an eligible online purchase within 14 days after receiving the goods, subject to applicable exceptions. You do not need to provide a reason for exercising this statutory right.

After notifying us of your cancellation, you must return the goods within the timeframe required by applicable law. Your statutory rights are not affected by our additional 30-day return policy.

3. Additional return period — days 15 to 30

For return requests made after the statutory cancellation period but within 30 days of receiving the order, the product must generally be unused, uninstalled, undamaged, complete, in a condition suitable for resale, and returned with its original packaging and included accessories where reasonably possible.

We reserve the right to reject returns under our voluntary return policy when these conditions are not met. This does not affect rights you may have in relation to faulty, damaged or incorrectly supplied goods.

4. How to request a return

Before returning an item, please contact contact@loruvio.com and include your full name, order number, the item you wish to return and the reason for the return where applicable.

We will provide the appropriate return instructions. Do not send a return to our business address unless we have specifically instructed you to do so. Returns sent without following the provided instructions may experience delays in processing.

5. Return shipping costs

For a change-of-mind return, the customer is responsible for the cost of returning the item unless otherwise required by applicable law. We recommend using a tracked shipping service and retaining proof of postage.

If the item is faulty, damaged on arrival, incorrect or otherwise not in conformity with the order, please contact us before returning it. Where required by applicable consumer law, reasonable return costs for qualifying faulty or incorrect goods will be covered by us.

6. No restocking fee

Loruvio does not charge a restocking fee for eligible returns.

7. Refunds

Once your return has been received and inspected, we will notify you regarding your refund. Approved refunds are normally processed within 5 business days, subject to any shorter period required by applicable law.

Refunds are issued to the original payment method. After we issue the refund, your bank or payment provider may require additional time to make the funds available in your account.

8. Original shipping costs

Where required under UK consumer law following the valid exercise of a statutory cancellation right, the standard outbound delivery cost will also be refunded. Additional costs relating to an upgraded or premium delivery method chosen by the customer may not be refundable beyond the cost of standard delivery.

9. Diminished value

During the statutory cancellation period, you may inspect a product as you reasonably would in a physical shop. Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.

10. Damaged, defective or incorrect items

Please inspect your order after delivery. If you receive an item that is damaged, defective or incorrect, contact us at contact@loruvio.com and provide your order number and photographs or other relevant information where appropriate.

We will assess the issue and provide a suitable remedy in accordance with applicable consumer law.

11. Exchanges

We do not offer direct product exchanges. If you wish to purchase another product, colour or version, please return the eligible original item for a refund and place a new order separately. This does not affect your statutory rights regarding faulty or incorrectly supplied goods.

12. Non-returnable items

Certain products may be excluded from change-of-mind returns where an exclusion is permitted by applicable law. Any applicable exclusion will be clearly communicated where relevant. Your statutory rights concerning faulty or misdescribed goods are not affected.

13. Order cancellation before dispatch

If you wish to cancel or modify an order before it has been dispatched, contact us as quickly as possible. We will make reasonable efforts to accommodate your request, but we cannot guarantee cancellation once processing has begun.