Refund policy
LUVORA Ghana – Return & Refund Policy
At LUVORA, we want you to be satisfied with your purchase. If you receive a product that is defective, damaged, incorrect, or does not match your order, please contact us as soon as possible.
1. Return period
Customers may request a return within 14 days of receiving their order.
To be eligible for a return, the product must be unused, unopened, in its original condition and packaging, with all original labels and accessories where applicable.
2. Beauty and personal care products
For hygiene and safety reasons, beauty, skincare, cosmetic, dental care and other personal care products that have been opened, used, tested or tampered with cannot be returned unless the product is defective, damaged upon delivery, or LUVORA sent the wrong product.
3. Damaged, defective or incorrect products
If you receive a damaged, defective or incorrect product, please contact LUVORA as soon as possible and provide your order number and clear photos or videos showing the issue.
After reviewing the request, we may offer a replacement, exchange or refund where appropriate.
4. Change of mind
Returns due only to a change of mind may be accepted within the 14-day return period provided that the product remains unused, unopened and in its original condition.
Return or transportation costs related to a change-of-mind return may be the responsibility of the customer.
5. Refunds
If a refund is approved, LUVORA will process the refund after the returned product has been received and inspected.
The refund method and processing time may depend on the original payment method and the circumstances of the order.
6. Orders delivered outside Accra
For customers outside Accra, LUVORA may dispatch orders through an intercity transport or delivery service operating between Accra and the customer's city.
Any transportation or collection charges payable to the intercity transport service after LUVORA has dispatched the package may be the customer's responsibility.
7. Order cancellation
Customers may cancel an order within 15 minutes of placing it, subject to the order not already having been processed or dispatched.
Once an order has been processed or dispatched, cancellation may no longer be possible and the return process may apply.
8. How to request a return
To request a return or report a problem with an order, contact LUVORA using the contact details provided on our online store. Please include your order number and a description of the issue.
LUVORA reserves the right to assess each return request individually and to refuse returns that do not meet the conditions of this policy.