Refund policy
EXCHANGE/RETURN
If you wish to exchange or return an item, please contact us by email at rma@lavuri.eu within 14 days of receiving your product. The email must include your order number, your name, and photos of the product. Returned items should be in their original packaging with all components, and you must also provide your receipt/proof of purchase. The item must be unused and show no signs of wear or damage. If your return is accepted, the customer is responsible for all shipping costs (regardless of whether it's an exchange or a return).
LAVURI® Home DECOR & Gourmet Candles reserves the right not to exchange personalized products.
Damage and Issues
Please inspect your order upon receipt and contact us immediately within 3 days if the item is defective, damaged, or if you received the wrong item, so we can investigate and resolve the issue.
``` Exceptions/Items That Cannot Be Returned
Certain types of items cannot be returned, such as perishable goods (e.g., food, hygiene products, underwear, flowers, seeds, or plants), personalized products (e.g., special orders or personalized items), and personal care products (e.g., beauty products, masks, creams, oils). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about your specific item. Where a product has a security sticker warning that the product cannot be returned once the sticker is removed, a refund will not be given if the seal is broken except in accordance with your legal rights.
Unfortunately, we cannot accept returns of "promotion sale" items or gift cards.
Refunds
The quickest way to ensure we receive the items you want is to return the item and, after we have accepted the return, make a separate purchase of a new item. If there are too many returns, the terms of your customer account may be adjusted accordingly.
Legally binding 14-day right of withdrawal in the European Union
Regardless of the above, for shipments to the European Union, you have the right to cancel or return your order within 14 days for any reason and without giving any reason. As mentioned above, your item must be in the condition in which you received it, i.e., unused and unworn, with tags attached and in its original packaging. You must also provide your receipt or proof of purchase from us. If you do not return the item within the time specified we may retain the item(s) and/or not refund at all or refund the current or last selling price.
Refunds
We will notify you after we have received and inspected your return and inform you whether your refund has been approved. If approved, the refund will be automatically processed within 20 business days via the original payment method; a different processing time is not possible due to system limitations. Please note that it may take some time for your bank or credit card company to process and post your refund.
If more than 25 business days have passed since your return was approved, please contact us at rma@lavuri.eu.
To initiate a return, please email us at return@lavuri.eu for assistance. Please note that returns must be sent to the following address after written confirmation including RMA No. mentioned on the shipping box of return: LAVURI® Home DECOR & Gourmet Candles, Rua do Borbulhao 451, 4440-106 Campo / VLG, Portugal.
Items returned without prior authorization will not be accepted, and return shipping costs are the responsibility of the sender. Please note you must return the items together with the returns note to ensure your refund is processed.
You can contact us at any time with any questions at revoke@lavuri.eu.