Refund policy

1. Return window

These timeframes do not limit your rights under the Australian Consumer Law, which apply regardless of the dates above.

2. Condition of returned items

Items must be unused, unwashed, undamaged, with original tags, packaging and all accessories included.

• Clothing: new, unworn, tags attached.
• Shoes, bags and luggage: original box and all accessories included; shoes only tried on a clean, soft surface.
• Electronics: new and unactivated. If an item arrives faulty, or develops a fault through no fault of your own, contact us for a return. Warranty claims outside this period are handled by the manufacturer.
• Furniture, homeware, lighting, tools, industrial and commercial goods: not installed, not assembled, original packaging intact.
• All other categories: original quality and function maintained.

These condition requirements do not apply to items that arrive faulty or damaged.

3. Items we cannot accept

Goods that have been used, washed, damaged by the customer or altered; items with tags removed or missing packaging or parts; perishables including fresh and frozen food, flowers, dairy and eggs; live plants; digital or virtual products; custom and personalised items.

4. Return shipping costs

• We cover the cost if the item is faulty, damaged, incorrect or not as described. Please include photos or video when you contact us.
• You cover the cost if you change your mind or ordered the wrong size, colour or model.

5. If your order doesn't arrive

Delivery windows shown on product pages and at checkout are estimates, not guarantees. If your parcel has not arrived within 10 business days of the top of its estimated delivery window, contact us and we will lodge an enquiry with the carrier. If the carrier confirms the parcel is lost, we will send a replacement or issue a full refund, your choice.

6. Circumstances not covered

Natural disasters and extreme weather; carrier incidents outside our control; incorrect or incomplete delivery addresses provided by the customer; refusal to accept delivery.

7. Refund processing

Approved refunds are returned to your original payment method within 1–10 business days. How quickly the funds appear after that depends on your bank or payment provider.

8. How to request a return

Email support@lovhana.com with your order number, a description of the issue, and photos or video where relevant. We'll respond within 24–48 hours with return instructions.