Return Policy


Last updated: January 5, 2026

Thank you for shopping with LUIVU. Our goal is to ensure you are completely satisfied with your purchase. This Refund Policy explains how returns, exchanges, and refunds are handled.

1. 30-Day Return Policy

We offer a 30-day return window, starting from the date you receive your order.

To qualify for a return:

  1. The item must be in the same condition as when received.
  2. It must be unopened, unused, unworn, with all original packaging and safety seals intact.
  3. Proof of purchase (receipt or order number) is required.

2. How to Start a Return

To begin the return process, contact us at: support@luivu.com

Once your return request is reviewed:

  1. We will provide a return shipping label (if applicable).
  2. You will receive detailed instructions on how to ship your item.

⚠️ Items returned without prior approval will not be accepted.

For any questions, you can always contact us at support@luivu.com.

3. Damaged, Defective, or Incorrect Items

Please inspect your package when it arrives. If your item is:

  1. damaged
  2. defective
  3. incorrect

Contact us immediately so we can investigate and resolve the issue as quickly as possible.

4. Exceptions / Non-Returnable Items

The following items cannot be returned:

  1. Goods that have been opened, displayed, or used cannot be returned, unless they are defective.
  2. Products that have been unsealed after delivery
  3. Items marked as final sale
  4. Gift cards

If you are unsure whether your item is eligible, please contact us before initiating a return.

5. Exchanges

If you want to exchange a product:

  1. Start a return for the item you have.
  2. Once the return is accepted, place a new order for the desired item.

This ensures the fastest processing.

6. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved:

  1. Refunds are issued to your original payment method.
  2. Processing time: up to 10 business days.

Please note:

  1. Your bank or credit card provider may require additional time to post the refund.
  2. If more than 15 business days have passed since refund approval, contact us at 
    support@luivu.com.

Contact Us

For any questions about returns, refunds, or exchanges, reach out to us:

Email: support@luivu.com
Address: Rua Ana de Castro Osório 3, 4A Lisbon Region de Lisboa 1500-038
Portugal

We are here to help ensure your shopping experience with LUIVU is smooth and satisfactory.