Returns & Refunds | Lavuna
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Our Return Policy

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

Your statutory rights: This policy is in addition to your legal rights under UK Consumer Law, including the right to return faulty goods.

Return Conditions

✓ We Accept Returns If:

  • Product is unused or gently used
  • All parts and accessories included
  • Within 30 days of delivery
  • Product is clean and hygienic
  • No significant damage or wear

✗ We Cannot Accept If:

  • More than 30 days since delivery
  • Product is damaged from misuse
  • Parts are missing
  • Product is unhygienic
  • Tampered with or modified

Important: Replacement filters are non-returnable once the seal is broken, for hygiene reasons.

How to Return Your Order

Returning your Lavuna is simple:

Request a Return
Email info@lavuna.com with your order number and reason for return (optional but helps us improve). We'll respond within 24 hours.
Receive Return Label
We'll email you a prepaid Royal Mail return label. Print it and attach to your parcel. No printer? We can arrange a courier pickup.
Pack Your Item
Pack your Lavuna securely (original box is ideal but not required). Include all accessories, adapters, and manuals.
Send It Back
Drop off at any Royal Mail post office or arrange collection. Keep your receipt as proof of postage.
Get Your Refund
Once we receive and inspect your return, we'll process your refund minus the £2.99 return fee within 5-7 business days to your original payment method.

Track your return: You'll receive a tracking number with your return label so you can monitor your parcel's journey back to us.

Refund Processing

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

Return Received
We'll email you to confirm we've received your return
Inspection (1-2 days)
Quick check to ensure return meets conditions
Refund Approved
You'll receive confirmation that your refund has been processed
Money in Account (3-5 days)
Funds appear in your account (timing depends on your bank)

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

Note: If you selected next-day or express shipping, we refund the standard shipping cost, not the premium rate.

Exchanges

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)

Priority processing: Exchange requests are prioritized to minimize your wait time.

Special Circumstances

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

Returning Gifts

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

Privacy respected: We won't tell the gift giver you returned their gift unless you ask us to.

International Returns

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

Common Questions

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.

Need to Start a Return?

We'll make it easy for you

Initiate Return