Refund policy

Luvuno Refund & Return Policy

At Luvuno, we want you to be completely satisfied with your purchase of our African traditional apparel. If you need to request a refund or return, please refer to the following guidelines.

Refund Policy
- Refund Requests: You have 48 hours from the date of placing your order to request a refund. 
- Non-Refundable: Once your order has been processed, packaged, or prepared for shipping, refunds are no longer available.

To request a refund, please contact us at support@luvuno.co.za .

Return Policy
If you are not satisfied with your purchase, you can return it under the following conditions:

- Return Window: You have 4 days from the date of receiving your package to initiate a return.
- Condition: Items must be returned in the same condition as received—unworn, unused, with tags, and in the original packaging. Proof of purchase is required.
  
To initiate a return, contact us at support@luvuno.co.za or via WhatsApp at [insert WhatsApp number]**. If your return is accepted, we will provide a return shipping label and instructions on how to send your package back. Items returned without prior authorization will not be accepted.

Returns are accepted for damaged items received or if the wrong item was received.

Damages and Issues
Please inspect your order upon arrival. If you find any damage or receive the wrong item, contact us immediately so we can evaluate the issue and resolve it. We conduct thorough inspections before shipping to ensure product quality. If the issue is confirmed, we will offer an exchange for the item.

Exchanges
For items ordered in the wrong size, the only way to ensure you receive the correct size is to return the original item and place a new order. Once the return is accepted, a R300 charge per item will apply for logistics expenses. These returns are at the customer’s expense.

You may choose to keep the exchanged item and pass it on to a friend, which eliminates any further logistic costs.

Refund Process
- Refund Requests: You have 48 hours from the date of placing your order to request a refund. Once your order has been processed, packaged, or prepared for shipping, refunds are no longer available.

- Once approved, a refund will be issued to your original payment method. Refunds will be processed for 80% of the purchase amount, excluding delivery fees, which means you will forfeit 20% of the purchase amount. This is to cover the bank/merchant fees incurred.

- After receiving and inspecting your return, we will notify you of the approval or rejection of your refund. If approved, a refund will be issued to your original payment method. 

If you have any questions or need further assistance, please contact us.

Thank you for shopping with Luvuno!