Return & Refund Policy

Thank you for shopping at Lanuvo. Our Return and Refund Policy is designed to make the process clear and straightforward. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The conditions for returns, along with detailed procedures for refunds, are outlined below.

For any questions about returns or refunds please contact our customer service at info@lanuvo.co.uk where our team will be happy to assist you.

Policy Overview

• Return Period: 30 days after delivery.
• Refund Processing Time: Refunds are processed within 7 business days after we have received and approved your return.
• Return Shipping Costs: Customers are responsible for return shipping costs. If the item is defective, damaged, or incorrect, we will cover these costs.

Return Conditions
Returns are accepted under the following conditions:

• Return Period: Items can be returned within 30 days after delivery.
• Item Condition: Items must be returned in their original, unused condition, with all tags still attached and in the original packaging.
• Return Shipping Costs: The customer is responsible for return shipping costs. If the item is defective, damaged, or incorrect, we will cover these costs.

Exceptions: Custom or personalized items and hygiene-sensitive products (such as undergarments) are non-returnable, unless defective or unopened and unused.

Return Address
All product returns must be sent to our dedicated returns center in China. Returns sent to our Hong Kong office cannot be processed.

Return Center Address:
Recipient: Lanuvo (Returns Center)
Street Address: 2F, Building C, Dingfeng Science and Technology Park, Qiaotang Road, Fuhai Street, Bao’an District
City: Shenzhen
Postal Code: 518100
Country: China

Return Instructions
To start a return, please follow these steps:

1. Contact Customer Service: Email us at info@lanuvo.co.uk with your order number and reason for return before sending any items. If the item is defective, damaged, or incorrect, please include clear photos of the issue.
2. Receive Return Approval: We will review your request and send you confirmation along with detailed return instructions.
3. Package Securely: Pack the item carefully, ensuring all tags are attached and the original packaging is intact.
4. Ship the Item: Send the package using a reliable shipping service with tracking. Customers are responsible for return shipping costs unless the product is defective, damaged, or incorrect. Please keep your proof of shipment until your refund is processed.

Refunds
Once we have received and inspected your return, we will notify you by mail if the refund is approved. Approved refunds will be processed within 7 business days and credited to your original payment method. Please note that your bank or card provider may require additional time to post the refund.

Return Costs
As the customer, you are responsible for covering the return shipping costs. Return shipments must be sent to our returns center in China. Costs may vary depending on the courier service you choose. If the item you received is defective, damaged, or incorrect, we will cover the return shipping costs.

No Restocking Fees
We do not charge any restocking fees. You will receive a full refund for the returned items, provided they meet the conditions outlined in our Return Policy.

Order Cancellations
Customers may cancel their order within 12 hours of placing it by contacting our customer service team. After this period, orders will already be in processing and cannot be cancelled.

If you still wish to cancel after the 12-hour window, please wait for the package to be delivered and then initiate a return through our standard return process.

Defective, Damaged, or Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, or incorrect. If the issue is confirmed, we will arrange a return at no cost to you and provide either a replacement or a full refund, depending on your preference.

Lost Packages
If your package does not arrive within the estimated delivery timeframe, please contact us with your order number so we can initiate an investigation with the carrier. If the package is confirmed lost, we will either send a replacement or issue a full refund at no extra cost to you.

Exchanges
We do not offer direct exchanges. If you would like a different size, color, or product, please return your item using our return process and place a new order for the desired item.

Contact Information
If you have further questions or require assistance with returns or refunds please reach out to us:

Shop Name: Lanuvo
Company Name: NeoTrade Global Limited
Company Address: Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, 999077, Hong Kong
Company Registration Number: 77736955
Contact Form: https://lanuvo.co.uk/pages/contact
Email: info@lanuvo.co.uk
Phone: +44 20 3807 5415

Customer Service Hours:
Monday – Friday: 9:00 a.m. – 5:00 p.m.
Saturday – Sunday: 9:00 a.m. – 1:00 p.m.

Estimated Response Time: Within 24 hours