Returns & faulty products,
made simple.

14-day return period

Lovella accepts returns of unopened items in their original packaging within 14 days of purchase, provided you have a receipt or other proof of purchase.

Once 14 days or more have passed from the date of purchase, Lovella cannot offer an exchange under this return period.

Items must be unopened

To qualify for a standard return, the product must be unopened and returned in its original packaging.

Proof of purchase is required so the Lovella team can identify and assess the original transaction.

If something is not right

A faulty product is a product with a manufacturing defect or one that does not meet the specified quality standard. This may include malfunction, non-functionality, incorrect specifications or physical damage.

If you believe a product is faulty, contact Lovella before returning it.

What we need from you

When reporting a faulty product, please provide:

• Your order number or proof of payment.
• A clear description of the issue or defect.
• Supporting photographs, videos or other evidence where relevant.

Lovella may request additional information where needed to properly assess the product.

How faulty products are assessed

Once a faulty product has been reported, Lovella will evaluate the issue. This may involve inspection, testing or a request for further information.

The available resolution will depend on the nature of the fault, the availability of replacement stock and the outcome of the assessment.

Replacement, refund or store credit

Where a faulty product claim is approved, the available resolution may include a replacement, refund or store credit.

Lovella will communicate the available options and confirm the most appropriate resolution with you.

Returning an item to Lovella

Please contact the Lovella Orders Department before sending any item back. The team will confirm the return process and provide the correct return instructions.

Return shipping must be prepaid by the customer. The customer is responsible for the item while it is in transit back to Lovella.

Original shipping and handling charges are not refundable, and any approved refund will exclude the original shipping cost.

Please contact us first

Do not send a product back without first contacting Lovella. This allows the Orders Department to confirm whether the item qualifies for return and to provide the correct return instructions.