Politique de remboursement

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

For items damaged during transport, we may request:

  • Photos of the damaged product.

  • Photos of the shipping label.

  • Photos of the inner and outer packaging.

  • Photos showing how the product arrived inside the package.

Providing this information helps us assess the claim and resolve the issue as quickly as possible.

If a product is confirmed to be defective, damaged in transit, or incorrectly supplied, we will provide an appropriate remedy in accordance with applicable consumer protection laws.

Exceptions / Non-Returnable Items

For health protection and hygiene reasons, certain products cannot be returned once opened or unsealed.

This includes:

  • Perfumes and fragrances whose protective seal or packaging has been opened after delivery.

  • Cosmetics, beauty products, and other personal care items that have been opened, used, or unsealed after delivery.

This restriction does not affect your statutory rights in relation to defective, damaged, or incorrectly supplied products.

Custom-made, personalized, sale items, and gift cards are also non-returnable unless required by applicable law.

European Union 14-Day Cooling-Off Period

If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods without providing a reason.

To exercise this right, the item must be returned in its original condition and packaging.

Please note that the right of withdrawal may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery, including certain perfumes, fragrances, cosmetics, and personal care products.

To exercise your right of withdrawal, please contact us at business@lavelours.com. before returning the item.

Refunds

Once we receive and inspect your returned item, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Processing times may vary depending on your payment provider.

Where a return is made under the European Union 14-day withdrawal right, any refund will be processed in accordance with applicable consumer protection laws.

If more than 15 business days have passed since your refund was approved, please contact us at business@lavelours.com.