Returns & Refunds

We want you to love your Lavuna. If you're not completely satisfied for any reason, you can return it within 30 days of delivery for a refund—no questions asked.

What You Need to Know

• 30 days from delivery date to initiate a return
• Product must be in original condition with all accessories
• Original packaging not required (but helpful)
• We provide a prepaid return label
• A £2.99 return fee will be deducted from your refund to cover return shipping costs
• Refund processed within 5-7 business days of receiving return

Returning your Lavuna is simple:

We process refunds as quickly as possible. Here's what to expect:

What Gets Refunded

• Product price: Full amount you paid for the product
• Original shipping: If you paid for shipping, this is refunded too
• Return fee: A £2.99 fee is deducted to cover the cost of return shipping

Want to exchange for a different model or replacement filters? We've got you covered:

For Another Product

• Contact us with your order number
• Tell us what you'd like instead
• We'll send the new item immediately
• Return original within 30 days using provided label
• Any price difference will be charged or refunded

For a Faulty Item

If your Lavuna is faulty or damaged:

• We'll send a replacement immediately (no wait for return)
• Free expedited shipping on replacement
• Return faulty unit using prepaid label
• No return fee for faulty items
• Covered under warranty (see Warranty page)

Changed Your Mind After 30 Days?

While our standard policy is 30 days, we understand life happens. Contact us—we're often able to make exceptions, especially if the product is unopened or unused.

Received Wrong or Damaged Item?

This is rare, but if it happens:

• Contact us immediately with photos
• We'll send the correct item with express shipping
• Keep the wrong/damaged item until we arrange collection
• No cost to you whatsoever—no return fee applies

Item Lost in Transit?

If your return parcel goes missing:

• Contact us with your tracking number and proof of postage
• We'll investigate with Royal Mail
• Your refund won't be held up—we'll process it immediately

Received a Lavuna as a gift but it's not quite right? No problem:

• Contact us with the gift giver's order number (if available)
• We can refund the gift giver or issue store credit to you
• Same 30-day return window applies from delivery date
• Gift returns also receive prepaid return labels
• £2.99 return fee still applies unless item is faulty

Ordered from outside the UK? Returns work similarly with a few differences:

• Return window: 30 days from delivery (allow extra time for international shipping)
• Return shipping: We provide a prepaid label where possible. If not available in your country, we'll reimburse your return shipping cost (up to £15)
• Return fee: £2.99 fee still applies for non-faulty returns
• Customs fees: Any customs duties paid on original delivery are non-refundable (government charges)
• Processing time: Allow an extra 5-7 days for international returns

Why is there a £2.99 return fee?

This fee covers the cost of providing you with a prepaid return label and processing your return. The fee is not charged for faulty or incorrectly sent items.

Can I return just the filters?

Unopened filters can be returned within 30 days. Once opened, filters cannot be returned for hygiene reasons. The £2.99 return fee applies.

What if I've lost the accessories?

Contact us first. We may still accept the return with a partial refund, or we can sell you replacement accessories.

Can I return after using it?

Yes! We want you to actually try it. As long as it's within 30 days and in good condition, you can return it even after use.

How long until I get my money back?

5-7 business days from when we receive your return, minus the £2.99 return fee. Bank processing may add 1-3 days.

What if I bought on sale?

You'll receive a refund for the price you actually paid, not the original price. Sale items are fully returnable unless stated otherwise. The £2.99 return fee still applies.