Return & Refund Policy

This Return and Refund Policy applies to all purchases made through our website, https://lanuvo.co.uk and is designed to make the process clear and straightforward. We have a 30-day return policy, which means you have 30 days after delivery 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 inspected 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.
• No Restocking Fees: We do not charge any restocking fees.

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 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 Approval: Our team 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 Package: Use a reliable courier with tracking to send your return. Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect. Keep your tracking receipt as proof of return until your refund is processed.

Return Address:
All returns must be sent to our dedicated logistics and returns center in China:

Street Address: 2F, Building C, Dingfeng Science and Technology Park, Qiaotang Road, Fuhai Street, Bao’an District
City: Shenzhen
Postal Code: 518100
Province: Guangdong
Country: China

Please note: Because this is an international return, customers may face higher return shipping costs and longer delivery times depending on the courier, package size, and weight. Returns sent without prior approval or to any other address (including our Hong Kong office) cannot be processed.

Return Costs
Customers are responsible for covering the return shipping costs for change-of-mind or non-defective returns. As our returns center is located in China, international return shipping can be more expensive than domestic returns and may vary depending on the courier, package size, and weight.

If the item you received is defective, damaged, or incorrect, we will cover the return shipping costs in full.

Refunds
Once we have received and inspected your return, we will notify you by email 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.

Change of Mind
If you change your mind about your purchase, you may return your item within 30 days after delivery, provided it is unused, in its original packaging, and with all tags attached. Return shipping costs in this case are the responsibility of the customer.

Exchanges
We do not offer direct exchanges. If you would like a different size, color, or product, please return your item using our standard return process and place a new order for the desired item. Please note that the customer is responsible for the return shipping costs.

Order Cancellations and Changes
Orders can be cancelled or changed within 12 hours of purchase by contacting our customer service team. After this period, orders are already in processing and cannot be modified or cancelled. If you still wish to cancel after this time, please wait for delivery and initiate a return through our standard process, with return shipping costs at your own expense.

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.

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.

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 (GMT, London time):
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