Refund policy
Returns and Refunds Policy — LUIVORIA
Last updated: November 11, 2026
At LUIVORIA, we want you to feel confident when shopping with us. This policy explains how to request a return, cancellation, or refund.
This policy does not limit any rights you may have under applicable consumer protection laws.
1. 90-Day Money-Back Guarantee
You may request a return for a change of mind within 90 calendar days after delivery.
To request a return, email pupuupaws@gmail.com with your order number and a clear statement that you wish to return the item. You do not need to log in to an account to contact us.
For orders delivered in multiple shipments, the return period for a change of mind begins when the last item is delivered.
Please take reasonable care of the product and include its accessories and packaging where available. You may inspect the product as reasonably necessary to assess its nature, characteristics, and functioning. Where permitted by law, you may be responsible for a reduction in value caused by handling beyond what is necessary for that assessment.
This 90-day commercial guarantee does not reduce any statutory withdrawal period or other legal rights applicable to defective, damaged, misdescribed, or non-conforming goods.
2. How to Request a Return
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Email pupuupaws@gmail.com with your order number.
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Explain whether your request concerns a change of mind, a damaged or defective item, an incorrect item, or another issue.
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Wait for written return instructions before sending the product.
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Follow the instructions provided for your return.
We will provide the applicable return address and instructions after you contact us. Please do not send products to an unconfirmed address.
3. Return Shipping Costs
LUIVORIA will cover the direct cost of return shipping for eligible returns, subject to applicable law and the return instructions we provide.
Contact us before sending an item so that we can confirm the appropriate return procedure. We will provide a return label or another suitable arrangement where available.
If an item is defective, damaged, incorrect, or does not conform to the contract, we will handle the complaint and any required return costs in accordance with applicable law.
4. Customers in the European Union
Where EU consumer law applies, consumers generally have a statutory right to withdraw from an online purchase within 14 calendar days after receiving the goods, subject to legal exceptions.
Our 90-day commercial guarantee gives additional time for eligible change-of-mind returns. It does not replace or restrict the statutory right of withdrawal or any other mandatory consumer rights.
To exercise your statutory right of withdrawal, email pupuupaws@gmail.com within the applicable period and clearly state your decision to withdraw from the purchase.
Where required by law, we will refund the applicable payments, including the cost of standard delivery. Additional delivery costs resulting from choosing a more expensive delivery method may be excluded where permitted by law.
We may withhold reimbursement until we have received the goods back or received evidence that they have been sent back, whichever occurs first, where permitted by law.
Customers may also have separate legal remedies if goods are defective, damaged, misdescribed, or otherwise fail to conform to the contract. These rights are not limited by the 90-day commercial guarantee.
5. Customers in the United States
For orders delivered in the United States, eligible change-of-mind return requests may be submitted within 90 calendar days after delivery, subject to this policy and applicable federal and state law.
Mandatory consumer rights relating to defective goods, incorrect orders, delivery delays, or undelivered orders remain unaffected.
If we cannot ship an order within the promised timeframe, or within the timeframe required by applicable law, we will provide the notices, cancellation options, and refunds required by law.
6. Damaged, Defective, Incorrect, or Missing Items
If an item arrives damaged, appears defective, differs from the item ordered, or is missing, contact pupuupaws@gmail.com with your order number and, where reasonably possible, photographs or other relevant information.
We will review the issue and provide an appropriate resolution in accordance with applicable law. Depending on the circumstances, this may include a replacement, repair, refund, or another legal remedy.
Your legal rights are not automatically lost because you did not report an issue immediately upon delivery.
7. Exchanges
Contact pupuupaws@gmail.com before returning a product if you would prefer a different item.
Exchanges depend on availability and applicable law. If an exchange is unavailable, we will explain the return or refund options that apply.
8. Cancellations
To request cancellation, email pupuupaws@gmail.com as soon as possible and include your order number.
If the order has not been processed or shipped, we will try to stop it and confirm the outcome in writing.
If the order has already shipped, cancellation may no longer be possible. You may still be entitled to a return, withdrawal, cancellation, or refund under this policy or applicable law.
Nothing in this section removes statutory cancellation or withdrawal rights.
9. Refunds
Approved refunds will normally be issued to the original payment method unless another method is legally permitted and agreed upon.
Refunds relating to statutory withdrawal rights and other legal remedies will be processed within the applicable legal deadlines.
Your bank or payment provider may need additional time to post the refund after it has been issued.
If you believe a refund is overdue, contact pupuupaws@gmail.com with your order number.
10. Return Address and Instructions
The applicable return address will be provided in writing after you contact us.
LUIVORIA will coordinate the return procedure and cover eligible return shipping costs in accordance with this policy and applicable law.
11. Contact
For return requests, cancellations, exchanges, damaged items, or refund questions, contact:
LUIVORIA
Email: pupuupaws@gmail.com
This policy does not exclude, restrict, or replace any consumer rights that cannot legally be excluded under the laws applicable to your purchase.