Refund policy
REFUND POLICY
What if my item was damaged, incorrect or faulty?
In the unlikely event that you receive an item that is damaged, incorrect or if there is an item missing, please contact our Customer Service Team via hello@lavoglow.com.
Please have the following details on hand:
- Image of Item/parcel(s) received
- Name of Item
- Order Number
LAVO GLOW HAS THE RIGHT TO COLLECT UNSOLICITED PRODUCTS, IF NECESSARY.
If the item is in stock, we will arrange for a replacement. Otherwise, a refund or credit voucher will be issued to you.
What is the return policy?
If you change your mind about your purchase, we have a 14 day return policy upon receipt of order, subject to the following terms and conditions:
- Item must be in its original purchase condition
- Packaging must be unopened, unused, unmarked and not defaced in any manner.
- Plastic seal must be unbroken.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable, on sale or when a discount code was used.
- Shipping cost associated with the return of the product will not be covered by Lavo Glow.
If all the requirements mentioned are met, contact Customer Service via hello@lavoglow.com with your order number and the item you wish to return. Wait on a response within 48hrs with instructions on how to proceed.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days
Our policy lasts 14 days. If 14 days have gone by since date of your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and all seals unbroken.
Please note that refund will not include the outward shipping fee and a restocking fee of 10 AUD will be deducted to the final amount you will be refunded for.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@lavoglow.com.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@lavoglow.com and wait for further instructions.
Return Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
When shipping an item over, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.