Refund policy

Please note that we do not accept physical returns of any products.
However, we offer refunds under the conditions described below.

Return & Refund Policy

Refund Only (No Returns Outside the EU Right of Withdrawal)

Please note that, except where required by applicable law (including the European Union Right of Withdrawal described below), we do not accept physical returns of products.

However, we offer refunds under the conditions described below.

Eligibility for Refunds

You may request a refund if:

  • The item arrived damaged or defective.

  • The wrong item was delivered.

  • The item never arrived.*

  • The item arrived in an unusable condition.

Item Never Arrived

A refund will only be considered if the tracking information does not confirm successful delivery.

Refunds will not be granted if delivery fails due to incorrect, incomplete, or missing shipping address or contact information provided by the customer, or if the package is returned to the sender for reasons attributable to the customer.

How to Request a Refund

Please contact support@lavia.info with:

  • Your order number

  • Photos or videos showing the issue (if applicable)

Once reviewed, we will notify you of the approval status.

If approved, refunds will be processed to your original payment method within 10 business days.

Please note that the time required for the refunded amount to appear in your account may vary depending on your card issuer or bank.

Shipping Contact Information Requirement

When we arrange shipment through a shipping carrier on behalf of the customer, the customer is responsible for providing accurate and complete contact information required for delivery.

If the required contact information is missing, incomplete, or not provided at the time of order, we may contact the customer to request the necessary details.

If the customer fails to provide the requested contact information within a reasonable period of time, and the package is returned by the shipping carrier due to unsuccessful delivery attempts or inability to contact the recipient, the order will not be eligible for a refund.

Damages & Issues

If your product arrives damaged, defective, or incorrect, please contact us immediately.

We will verify the issue and issue a refund. In these cases, no return is required unless otherwise instructed.

Non-Returnable Policy (Outside the EU Right of Withdrawal)

Except where required by applicable law, we do not accept returns for:

  • Unwanted items

  • Incorrect size or color selected by the customer

  • Change of mind

  • Gift cards

European Union 14-Day Right of Withdrawal

If your order is delivered to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days after receiving your order, without giving any reason.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, please submit a return request through your customer account using our self-service return portal, or contact us at support@lavia.info before the end of the 14-day withdrawal period.

Once your request has been approved, we will provide instructions for returning the item, including the appropriate return address.

Please do not return any items before receiving our return instructions.

Return Conditions

To qualify for a refund under the Right of Withdrawal, the item must:

  • Be returned within 14 days after notifying us of your withdrawal.

  • Be unused and in the same condition as received.

  • Include all original packaging, tags, manuals, and accessories.

  • Be accompanied by proof of purchase.

Customers are responsible for packaging returned items securely to prevent damage during transit.

If the value of the goods has been diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, we reserve the right to deduct the corresponding amount from the refund, where permitted by applicable law.

Return Shipping Costs

Unless otherwise required by applicable law, customers are responsible for the cost of returning goods when exercising the Right of Withdrawal.

If the return is the result of our error, including defective or incorrect products, we will bear the return shipping costs where a return is required.

Refund Processing

After receiving and inspecting the returned goods, we will process your refund within 14 days.

We may withhold reimbursement until we have received the returned goods or until you have supplied evidence of having sent back the goods, whichever occurs first.

Refunds will be issued using the same payment method used for the original purchase unless you expressly agree otherwise.

Where required by applicable law, the original standard shipping charges paid for the order will also be refunded. Any additional charges for expedited or premium shipping services are non-refundable.

Please note that the time required for the refunded amount to appear in your account may vary depending on your card issuer or bank.

Exceptions to the Right of Withdrawal

The Right of Withdrawal does not apply, where permitted by applicable law, to:

  • Digital content supplied electronically after download or access has begun with the customer's prior consent.

  • Goods made to the customer's specifications or clearly personalized.

  • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

  • Gift cards.

  • Any other products exempt from the Right of Withdrawal under applicable consumer protection laws.

Contact

If you have any questions regarding this Return & Refund Policy, please contact us at:

Email: support@lavia.info

mplete, or missing address or contact information provided by the customer, or if the package is returned to the sender for reasons attributable to the customer.

To request a refund, contact us at support@lavia.info with:

  • Your order number

  • Photos or videos showing the issue (if applicable)

Once reviewed, we will notify you of the approval status.
If approved, refunds will be processed to your original payment method within 10 business days.

Please note that refund processing times may vary depending on your card issuer or bank.

Shipping Contact Information Requirement

When we arrange shipment through a shipping carrier on behalf of the customer, the customer is responsible for providing accurate and complete contact information required for delivery.

If the required contact information is missing, incomplete, or not provided at the time of order, we may contact the customer to request the necessary details.

If the customer fails to provide the requested contact information within a reasonable period of time, and the package is returned by the shipping carrier due to unsuccessful delivery attempts or inability to contact the recipient, the order will not be eligible for a refund.

Damages & Issues

If your product arrives damaged, defective, or incorrect, contact us immediately.
We will verify the issue and issue a refund — no return required.

Non-Returnable Policy

We do not accept returns for any items, including but not limited to:

  • Unwanted items

  • Customer-selected wrong size or color

  • Change of mind

  • Gift cards

  • All products (no physical returns accepted)

European Union 14-Day Cooling-Off Period

(Cancellation & Refund Only)

Notwithstanding the above, if your order is shipped to the European Union,
you have the right to cancel your order within 14 days, for any reason and without justification.

To qualify for a refund, the item must remain in the same condition as when you received it:
unworn or unused, with tags, and in its original packaging.
A receipt or proof of purchase is required.

(Please note: returns are not accepted, regardless of region. Only cancellation and refund apply.)

Contact

For any questions, please contact us:
📩 support@lavia.info