Refund policy
At Lovinel, your satisfaction is our top priority. If something isn’t quite right, we offer a clear and customer-friendly return and refund process for customers in the United States.
Return Window (30 Days)
You may request a return within 30 days of the delivery date.
To be eligible for a return:
• The item must be unused and in original condition
• All accessories, inserts, and original packaging should be included (if possible)
• Proof of purchase or an order number is required
For hygiene and safety reasons (especially for pet-related products), we may be unable to accept returns for items that have been used, opened, or show signs of wear, unless the item arrived damaged/defective or was incorrectly delivered.
How to Start a Return
To initiate a return, email us at info@lovinel.com with:
• Your full name
• Your order number
• The reason for the return
• Photos (required if the item was damaged, defective, or incorrectly delivered)
Our support team will send you return instructions and guide you through the process.
Hygiene & Intimate Products Return Policy
For health, hygiene, and safety reasons, certain products cannot be returned or exchanged once they have been delivered.
This policy applies to, but is not limited to:
- Beauty and cosmetic products
- Skincare and personal care products
- Bras and lingerie
- Underwear and intimate apparel
- Bikinis and swimwear
- Swim trunks and bathing suits
- Other hygiene-sensitive items
To ensure the highest standards of hygiene and customer safety, these products are non-returnable and non-refundable unless they are received in a damaged, defective, or incorrect condition.
We kindly ask customers to carefully review product descriptions, sizing information, and specifications before completing their purchase.
If you receive an item that is damaged, faulty, or not the product you ordered, please contact our customer support team within 14 days of delivery, and we will be happy to assist you.
Thank you for your understanding and cooperation in helping us maintain the highest hygiene standards for all our customers.
Return Shipping (United States)
• If the return is due to a damaged, defective, or incorrectly delivered item, we will cover return shipping (or provide an appropriate solution).
• For all other returns (e.g., change of mind), the customer is responsible for return shipping costs.
Refund Processing (Up to 7 Business Days)
After we receive and inspect your return, we will notify you of the approval status.
• Approved refunds are processed within 7 business days
• Refunds are issued to the original payment method
Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.
Items Not Eligible for Return
To protect product quality and customer safety, we cannot accept returns for:
• Items showing signs of use, wear, chewing, washing, or damage after delivery
• Items missing essential parts or original packaging
• Final sale items (if marked as such at purchase)
• Gift cards (if applicable)
Defective, Damaged, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us and provide your order number, a description of the issue, and clear photos or videos showing the problem.
Once we review the claim, we will determine the most appropriate solution.
First occurrence: We will send a replacement product at no additional cost. The replacement will be the same product whenever available.
If a replacement is unavailable, cannot be provided within a reasonable time, or another remedy is required under applicable consumer protection laws: We may offer a partial or full refund, depending on the circumstances.
Refusal of Offered Resolution: Where a replacement product or partial refund has been offered and the customer chooses not to accept the proposed resolution, we reserve the right to require the return of the item before processing a full refund. Any full refund will be subject to receipt and inspection of the returned item and compliance with applicable consumer protection laws.
We are committed to resolving all claims fairly and providing an appropriate solution based on the nature of the issue and the evidence provided.
Lost or Undelivered Packages
If a package is lost or cannot be delivered, we will investigate the case with the shipping carrier.
First occurrence: We will send a replacement product at no additional cost. The replacement will be the same product whenever available.
Second occurrence (if the replacement shipment is also lost or cannot be delivered): We will issue a full refund of the purchase price.
We are committed to working with the shipping carrier to ensure a fair and satisfactory resolution.
Exchanges
If you’d like a different size, model, or color, please start a return and place a new order for the desired item (subject to availability).
Questions or Support?
We’re here to help. If you have questions about returns or refunds, contact us at info@lovinel.com.
Contact
Email: info@lovinel.com
Phone: +1 307-400-2048
Opening Hours:
Monday to Friday: 8:00 AM to 5:00 PM (GMT+10:00)
Saturday and Sunday: Closed
We strive to respond to all emails and inquiries within 1–2 days.