Refund policy

REFUND POLICY

We want you to love your Luciavelle kit. If something isn't right, contact us within 30 days of receiving your order and we'll do our best to help.

After 30 days, we are unable to offer refunds or replacements under any circumstances. Please contact us promptly if you have any issues with your order.

Damaged or faulty items If your kit arrives damaged or defective, contact us at hello@luciavelle.com within 30 days of delivery with a clear photo of the damage and your order number. We'll review your submission and, if the damage is confirmed, you may be eligible for a replacement or refund at our discretion.

Change of mind If you change your mind, contact us within 30 days of delivery. Items must be unused and in original packaging. Upon review of your request, you may be eligible for a refund to your original payment method. We reserve the right to decline requests where items show signs of use.

EU Consumer Rights If you're based in the EU, you have the statutory right to cancel your order within 14 days of receiving it. To exercise this right, contact us at hello@luciavelle.com within that window with your order number. Requests submitted after 14 days are subject to our standard 30-day policy above.

How to request a refund Email hello@luciavelle.com with your order number, a description of the issue, and supporting photos where relevant. We aim to respond within 2 business days. Approval is not guaranteed and is assessed on a case-by-case basis.

Refund processing Approved refunds are issued to your original payment method within 5–10 business days.