Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at help@luhvina.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at help@luhvina.com

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@luhvina.com

Order Cancellation

– You may cancel your order and receive a full refund only if it has not yet been shipped
– Once your order is being processed or has been dispatched, cancellation is no longer possible

Shipping & Processing Time

– Orders are processed within 1 to 5 business days
– Shipping takes approximately 4 to 9 business days depending on your location
– A tracking number is included with every order

Tracking Guarantee

– If tracking shows the package as delivered, the order is considered successfully received
– In case of delivery issues, please check with your local post office first

Important – No Physical Returns Accepted

– Due to international logistics, we do not accept physical returns
– Please review product dimensions and details carefully before placing your order

Partial Refund Policy – Complaints or Dissatisfaction

If you are not satisfied with your item (size, appearance, quality), we may offer a partial refund of 50% of your order value

To qualify for a partial refund:
– You must contact us within 30 days of delivery
– A clear photo or video showing the issue is required
– No physical return will be requested

– This policy mainly applies to decorative items such as artificial plants, where colors or styles may vary slightly due to lighting or screen settings
– Product images are for reference only, always refer to the size and measurements listed on the product page

Refund Exceptions

We do not offer refunds in the following situations:
– The item matches the description and size but does not meet visual expectations
– The customer changes their mind after delivery
– The item is damaged due to misuse or mishandling
– Delivery delays that remain within the estimated processing and shipping timeframe

Lost or Undelivered Packages

– If tracking shows “delivered” but you did not receive your package, check first with your local post office or carrier
– If tracking is missing or invalid, contact us and we will investigate the issue

EU Customers – 14-Day Right of Withdrawal

– EU customers may cancel or return an order within 14 days of receiving it
– However, due to our no-return policy, only partial refunds may be granted based on the situation

Secure Payment Terms

– All payments made using 3D Secure (code or facial ID verification) are final and non-refundable
– This is because the payment was authorized directly by the cardholder

For any question or issue, feel free to contact us at help@luhvina.com – our team will do its best to assist you fairly and quickly.