Return Policy

LuvMe – Returns & Refund Policy (UK)

Effective Date: [12/01/2025]

Thank you for shopping with LuvMe (“we”, “our”, “us”). We want you to be happy with your purchase. This policy explains your rights and our processes for returns and refunds when buying through our online store.

1. Your Legal Rights

Under UK law, when you buy goods online (distance selling), you have the right to cancel your order within 14 days from the day after you receive your goods, even if you simply change your mind. You then have an additional 14 days from the day you notify us of cancellation to send the goods back. We must issue your refund within 14 days of receiving the returned goods. You do not need to provide a reason for return under this statutory right. 

However: Certain types of products are excluded from this statutory right — see below.

2. Customised & Personalised Items

All customised or personalised gifts (made to your specifications) sold at LuvMe cannot be returned for change-of-mind reasons once production has begun or they are delivered, unless they are defective or received damaged. This includes items with names, photos, messages, or bespoke alterations.
This is because personalised items are legally excluded from the statutory cancellation right. 

3. When Returns Are Accepted

We will accept returns and issue refunds when:

a) Statutory Cancellation (Distance Selling):

  • You notify us within 14 days of delivery that you want to cancel.

  • You return unused, complete items within 14 days after that notification.

  • Refund processed within 14 days of receipt.

b) Faulty, Damaged or Not as Described Goods:
You may return a product for a refund, repair or replacement if:

  • the item is faulty, damaged in transit, or not as described, and you notify us within a reasonable time (usually within 30 days of delivery).
    Consumer law entitles you to a full refund for faults within this period. GOV.UK+1

c) Items Missing or Incorrect:
If the wrong item was sent, please contact us immediately so we can correct the error.

4. Conditions for Returns

To be eligible for a return under change-of-mind:

  • The product must be unused, in its original condition, with packaging, accessories, tags, and protective covers intact.

  • You must provide video evidence clearly showing the item’s unopened condition and any defects or damage for faulty returns. This helps us assess your claim quickly and fairly.

Note: Returns without proper reason, explanation, or required video evidence may be refused.

5. How to Request a Return

  1. Contact us at luvme.connect@gmail.com within the timeframes above.

  2. Provide:

    • Order number

    • Reason for return

    • Video showing condition of item (clear footage)

  3. We’ll send you return instructions.

You are responsible for return postage costs for change-of-mind returns unless otherwise agreed.

6. Refunds

  • Refunds will be issued to the original payment method.

  • We aim to refund within 14 days of receiving and inspecting the return.

  • Shipping costs (original delivery) will not be refunded.

7. What We Cannot Accept

  • Customised or personalised gifts for change-of-mind returns.

  • Items returned outside the specified timeframes.

  • Returns without required video evidence or valid reason.

8. Your Statutory Rights

This returns policy does not affect your statutory rights under UK law. If we fail to comply with legal obligations (for example, misleading returns policy), consumers have additional protections under UK consumer law. 

9. Contact Us

If you have questions about this policy, please contact:

LuvMe
Email: lume.connect@gmail.com