Refund policy

Effective date: October 8, 2025
Applies to: All purchases made through Luvvi & Co.’s official website.

1) Overview

We want you (and your little one 🧸) to absolutely love your purchase.
If something isn’t right, we’re here to help.

2) Eligibility for Returns

You may request a return or exchange within 14 days of receiving your order if:

  • The product is unused, unwashed, and in its original packaging.

  • The item includes all original tags, accessories, and packaging inserts.

  • You can provide proof of purchase (order number or confirmation email).

For hygiene and safety reasons, plush toys that have been used or show visible signs of wear cannot be returned unless defective.

3) Non-Returnable Items

We cannot accept returns on:

  • Items purchased during a Final Sale or Clearance promotion

  • Gift cards or digital products

  • Any item damaged due to misuse or not returned in its original condition

  • Customized or personalized items (if offered)

4) How to Start a Return

To begin the process:

  1. Email support@luvvi.co with your order number and reason for return.

  2. Our team will confirm eligibility and provide return instructions and a shipping address.

  3. Ship the product back within 7 days of approval.

  4. Once received and inspected, we’ll issue your refund or replacement.

Unauthorized returns (without contacting support first) may not be accepted or refunded.

5) Return Shipping Costs

  • If the item is defective, damaged, or we shipped the wrong item, Luvvi & Co. covers the return shipping cost.

  • If returning for other reasons (e.g., change of mind, dislike, etc.), the customer is responsible for the return postage.

  • We recommend using a trackable shipping method. We’re not responsible for lost return parcels.

6) Refunds

  • Approved refunds are issued to your original payment method.

  • Refunds typically take 5–10 business days to appear, depending on your bank or card provider.

  • You’ll receive an email confirmation once your refund is processed.

If your original order included a shipping fee, that fee is non-refundable unless the product was defective or incorrect.

7) Exchanges

We currently offer exchanges only for the same product type (subject to availability).
If the requested item is out of stock, we’ll process a refund instead.

8) Damaged or Defective Items

We perform quality checks on every item before shipping, but in rare cases:

  1. Email support@luvvi.co within 48 hours of delivery.

  2. Include photos or videos clearly showing the damage or defect.

  3. Our team will offer a replacement or full refund depending on the situation.

9) Pre-Orders & Collector’s Edition Policy

For pre-orders (like Mimby the Kangaroo — Collector’s Edition):

  • Orders can be canceled within 24 hours of purchase for a full refund.

  • Once production begins, cancellations are no longer possible as units are custom-allocated.

  • If the item arrives defective, normal return rights apply.

10) Partial Refunds (if applicable)

Partial refunds may be granted for:

  • Items not in original condition

  • Missing parts not due to our error

  • Returns received beyond the 14-day window (at our discretion)

11) Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank or credit card again.

  2. Contact your payment provider; sometimes posting delays occur.

  3. Still missing? Email us at support@luvvi.co, and we’ll trace it for you.

12) Order Cancellations

  • You may cancel your order within 2 hours after purchase if it hasn’t entered fulfillment.

  • Once shipped or processing has begun, cancellation isn’t guaranteed.

  • Pre-orders may be canceled only within the first 24 hours of purchase.

13) Gifts & Gift Orders

If you received your item as a gift:

  • Refunds can only be issued to the original purchaser.

  • However, we can provide store credit or replacement to the recipient upon request.

14) Contact Us

Luvvi & Co. Returns Department
📧 support@luvvi.co