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Return and Exchange Policy

1. Return and Exchange Policy

After receiving the goods, if any quality issues are found, please submit a return/exchange request within 7 days of receipt. Requests submitted after the deadline will not be accepted.

Please note that the following situations are not eligible for return or exchange:

  • The product has been consumed.
  • The product has been stained, damaged, opened, or contaminated.
  • The product is beyond the return period.
  • Valid receipt is not available.
  • The product was not purchased through our direct sales channels, such as Lovini.com online store, Lovini office, or exhibitions directly participated by Lovini.

2. Return and Exchange Guidelines

To initiate a return or exchange, you must first contact our customer service via WhatsApp at (852) 68186681 to obtain return/exchange approval. Otherwise, the request will not be accepted.

Once the return or exchange request is approved and we receive the item to be returned or exchanged from the customer, we will process the refund or replacement within 10 working days. If a refund is issued, it will be returned to the customer’s provided bank account (HSBC Bank/Hang Seng Bank/ Bank of China). We will also send relevant receipts to the customer as proof after processing the refund.

Customers should take note of the following terms:

  • Customers can only exchange for the same product.
  • The refund amount is limited to the actual amount paid by the customer (excluding all logistics or credit card fees).
  • Customers are responsible for all shipping costs.
  • Lovini Holding Company Limited reserves all rights regarding return and exchange requests.
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