Return Policy

We want returning an item to feel clear and straightforward. Please review the information below before starting a return.

Return Eligibility

You may request a return within 14 days of delivery.

To be eligible, items must be:

  • Unused and unopened
  • In their original packaging
  • In the same condition as when received

For hygiene and safety reasons, used or opened cosmetic products cannot be returned.

How to Start a Return

To initiate a return, please contact us at hello@lovaya.com and include:

  • Your order number
  • The reason for the return
  • Photos, if the item arrived damaged or incorrect

Once approved, you will receive a Return Authorization (RA) and instructions on how to proceed.

Return Shipping

Return shipping costs are the responsibility of the customer, unless:

  • The item is defective
  • The item was damaged during transit
  • The wrong product or variant was sent

In these cases, return shipping costs will be covered by Lovaya.

Please note:

  • Shipping delays or customs clearance delays are outside our control and are not valid reasons for a return
  • We recommend using a trackable shipping method

As we operate globally, we may not always be able to provide a prepaid return label. If this applies, you will receive clear return instructions.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

After review:

  • You will receive a Return Authorization (RA)
  • The item must be shipped within 14 days of receiving the RA
  • A replacement or refund will be offered, depending on availability and your preference

Exchanges

Exchanges are available within 14 days of delivery, subject to availability.

Conditions:

  • Items must meet all return eligibility requirements
  • Exchanges are offered for items of equal value
  • If there is a price difference, the customer is responsible for covering it
  • Return shipping costs for exchanges are the responsibility of the customer

Non-Returnable Items & Special Cases

All returns must meet the conditions listed above.

In some cases, we may choose to send a replacement without requiring the original item to be returned. This is a one-time exception.

If the replacement is not satisfactory, both the original and replacement items must be returned to qualify for a refund.

Changes to This Policy

Lovaya reserves the right to update this Return Policy at any time. Changes take effect once posted on our website.

Need Help?

We’re happy to help.
Email us at hello@lovaya.com