In this section, you can address common policies for refund and return.
1. Overview
At LOVEN Pty Ltd, customer satisfaction is our priority. We aim to provide high-quality products and a smooth shopping experience. However, because we work with international suppliers, our refund and return process follows clear guidelines to ensure fairness and transparency for both the buyer and seller.
2. Eligibility for Refunds
Refunds are only issued under the following conditions
• The item has not been received within the estimated delivery period (up to 35 business days, depending on shipping method).
• The item is defective, damaged, or significantly different from the description on our website.
• The item is returned in its original packaging, unused, and in the same condition as received.
Note: Some items (e.g., personal items, accessories, intimate wear) cannot be returned for hygiene reasons.
3. Refund Request Process
If you wish to request a refund:
1. Contact us via whatsapp : +27699740547 within 7 days of receiving the order.
2. Provide your order number, clear photos of the product (if damaged), and a detailed explanation.
3. Our team will verify your request and liaise with our international supplier.
4. Once approved, we will initiate the refund through your original payment method (PayPal or card).
Refund Processing Time:
• Refunds may take 7–14 business days after approval.
• PayPal may hold funds for up to 21 days depending on transaction policies.
4. Returns
• Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective product).
• A valid tracking number must be provided for all returns.
• Return address will be provided once your return request is approved.
5. Order Cancellations
Orders can only be cancelled within 24 hours of payment if the product has not been shipped yet.
After 24 hours, the order may already be processed by our supplier and cannot be cancelled.
6. Late or Missing Refunds
If you haven’t received your refund after 14 business days:
• First, check your bank or PayPal account again.
• Then contact your payment provider — processing times may vary.
• If you’ve done all of this and still have not received your refund, please contact us via whatsapp : +27699740547.
7. Important Notes
• We do not accept returns or refunds for incorrect size or color chosen by the customer (please check measurements carefully before ordering).
• We reserve the right to decline refund requests that do not meet our policy requirements..
