This policy covers hardware purchased directly from luviadream. Contact hello@luviadream.com for returns, cancellations, delivery issues or warranty claims. It supplements your statutory rights and does not limit rights that cannot lawfully be restricted.
Ordinary change of mind returns
You may notify us that you wish to return a product within 14 days after you or your nominated recipient receives it. After notifying us, send it back within a further 14 days. For one order delivered in separate parts, any mandatory rule calculating the period from receipt of the last item or part takes priority.
UK and EU statutory withdrawal rights apply independently of this commercial return policy. Failure to provide legally required withdrawal information may extend the statutory period.
How to start a return
Email hello@luviadream.com with a clear statement that you wish to return or withdraw from the purchase. Include your name, order number if available, the item and delivery date so we can locate the order. A reason is helpful but is not required for a statutory change of mind withdrawal.
We will provide routing instructions. You may also use the optional withdrawal form at the end of this policy. A statutory withdrawal does not require our approval, an authorization number or use of a particular form. Contact us before posting so the parcel goes to the correct location; our administrative process does not shorten your legal deadlines.
Email hello@luviadream.com for return routing instructions and the appropriate return address. Do not send products to a registered agent address or the parcel sender address unless we identify it as the correct return location.
Condition and activation
You may inspect the product as reasonably necessary to establish its nature, characteristics and functioning. Activation alone is not a blanket reason to refuse a return. If handling goes beyond what is necessary and causes a reduction in value, we may make a lawful, evidenced deduction where permitted. We do not charge an automatic restocking fee.
Please return the product and supplied accessories, using protective packaging. Original packaging is helpful, but is not an absolute condition for exercising statutory rights. Missing items or damage will be assessed under applicable law rather than treated as an automatic forfeiture of all rights.
For your privacy, remove personal data and unbind your account where possible before returning the product. Contact us if a fault prevents this. We will not refuse a valid defect claim merely because the device cannot be reset or unbound.
Return shipping costs
For an ordinary change of mind return, you pay the direct return shipping cost, provided this responsibility was properly disclosed before purchase. We will not impose an undisclosed overseas return arrangement contrary to applicable law.
If the product is defective, damaged on arrival or incorrectly supplied, we bear the necessary return shipping costs. Contact us to arrange a prepaid method or an agreed reasonable reimbursement. Please keep any proof of posting. Insurance or premium tracked shipping is not a mandatory condition of statutory rights.
Refund amount and timing
Refunds are made using the original payment method unless you expressly agree to another lawful method at no additional charge. We do not deduct our PayPal processing fee or force store credit instead of a refund that is due.
For a full order returned under this change of mind policy, we refund the item price and the original standard outbound delivery charge. An extra amount you chose to pay for express or premium delivery is not refunded beyond the cost of the least expensive standard option. Partial order delivery refunds are assessed under applicable law. Any lawful reduction for diminished value will be explained.
For UK and EU statutory withdrawal, we reimburse without undue delay and generally no later than 14 days after being informed of your decision. Unless we offered to collect the goods, we may withhold reimbursement until we receive the goods or you provide evidence of sending them back, whichever is earlier. We will not restart a new 14 day waiting period after an internal inspection.
For US commercial change of mind returns, we issue the refund within 14 days after receiving the returned goods, or sooner where applicable law requires. Statutory fault refunds follow the applicable legal deadline. Payment provider posting times may vary after a refund has been issued; contact us if you need help tracing it.
Defective goods and incorrect deliveries
Email us with a description of the issue and reasonable supporting information. Photos or video may help where safe and practical, but an unboxing video is not a mandatory condition of a claim. Reporting promptly helps investigation; a short reporting window does not extinguish statutory rights.
Depending on the applicable law and circumstances, you may be entitled to repair, replacement, a price reduction or a refund. We will not replace a legal right to a refund with repair only. Necessary remedies will be provided without costs that the law requires us to bear, within a reasonable time and without significant inconvenience where required.
EU consumers generally have at least a two year legal guarantee for nonconforming goods; national law may provide more. UK consumers generally have a 30 day short term right to reject faulty goods, followed by applicable repair, replacement, price reduction or final rejection rights. Different rules may apply to particular circumstances. US consumers retain applicable state and federal protections.
Our additional one year limited hardware warranty is described in the Terms of Service. It does not shorten these statutory rights or exclude claims merely because a product has been activated.
Cancellation before dispatch and exchanges
Contact us as soon as possible if you wish to cancel before dispatch. We will try to stop fulfilment and refund a cancelled order. If it has already shipped, applicable withdrawal and return rights remain available.
For an ordinary exchange, contact us to arrange a return and a new order. This process does not limit statutory replacement rights for faulty goods.
Subscriptions and other exceptions
No paid subscription is created by this policy. Any future subscription will have its own clearly disclosed billing, cancellation and refund terms. A general nonrefundable label does not override statutory rights for digital content, services or unauthorized charges.
We do not exclude ordinary discounted hardware from this policy simply because it was on sale. Any future product-specific withdrawal exception must be legally applicable and disclosed before purchase. There is no general sealed electronics or activated electronics exception stated here.
Optional withdrawal form
Use this form only if you wish to withdraw from the purchase. You may instead send any other clear statement of withdrawal.
To: luviadream, hello@luviadream.com.
I hereby give notice that I withdraw from my contract of sale of the following goods: ____________________.
Ordered on / received on: ____________________. Order number, if available: ____________________.
Consumer name: ____________________. Consumer address: ____________________.
Date: ____________________. Signature, only if submitted on paper: ____________________.
