Refund policy
Returns & Refund Policy
Last updated: September 2026
We want you to be happy with your purchase. If you are not completely satisfied, please contact us and we will do our best to resolve the issue.
1. 30-Day Returns
We offer a 30-day return period from the date your order is delivered.
If you change your mind about your purchase, you may contact us within 30 days of receiving your order to request a return.
For customers in the UK, this 30-day policy includes and extends our customers’ statutory cancellation rights. Nothing in this policy affects any legal rights you may have under UK consumer law.
Items returned because you have changed your mind should be returned in an appropriate condition, with reasonable care having been taken of the item.
2. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, defective, or different from what you ordered, please contact us as soon as possible at support@luventic.com
Where possible, please include:
- Your order number
- A description of the issue
- Clear photographs of the item and any visible damage
- Photographs of the packaging if it was damaged during delivery
For delivery damage, we ask that you contact us and provide photographs within 72 hours of delivery so that we can investigate the issue with the carrier and supplier promptly.
However, this 72-hour request does not limit or remove any statutory rights you may have if an item is faulty, damaged or not as described.
3. Incorrect Items
If you receive an item that is different from the item you ordered, please contact us at support@luventic.com with your order number and photographs of the item received.
We will review the issue and arrange an appropriate resolution.
4. Refunds
Once your request has been reviewed and approved, we will confirm the resolution with you.
Where a refund is due, it will normally be issued to the original payment method used to place the order.
Refund processing times can vary depending on your payment provider or bank.
For cancellations made under your statutory rights, refunds will be provided in accordance with applicable UK consumer law. Where required, refunds will include the cost of standard delivery, although additional costs for an upgraded delivery service may not be refundable.
5. Return Costs
If you are returning an item because you have simply changed your mind, you may be responsible for the cost of returning the item, where permitted by applicable law.
If an item is faulty, damaged, incorrect, or not as described, please contact us before returning it so that we can advise you on the appropriate process.
6. Items We Cannot Accept for Return
Certain products may be excluded from cancellation or return rights where an applicable legal exception applies, such as personalised or made-to-order products where the law permits an exception.
Any applicable exclusions will be clearly stated on the relevant product page before purchase.
7. Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer.
Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may have legal rights to a repair, replacement, price reduction or refund depending on the circumstances.
If you have a problem with your order, please contact us at support@luventic.com and we will work with you to resolve it.
8. Contact Us
For any return or refund enquiries, please contact:
Email: support@luventic.com
Please include your order number in your message so we can assist you as quickly as possible.