Refund policy
Returns and refunds
Thirty days from the day your order arrives. Opened bottles included, because we do not expect you to judge a supplement you never took.
delivery
fine
if needed
to refund
The short version. Take the gummies. Give them the eight to twelve weeks your skin actually needs, or stop after a week if you cannot get on with them. If Lovu is not for you, email us within 30 days of delivery with your order number and we will refund you.
How to ask for a refund
Email lovu@lovubeauty.store within 30 days of your order arriving, and include your order number. You can also use the form on our Contact page. There is no form to fill in and no reason you need to give us, although we always read the ones people do give.
What happens next depends on what you ordered:
- One bottle. Keep it. There is nothing to send back and no collection to wait in for. We process the refund once we have confirmed your order.
- Two or three bottles. Keep the one you opened. We arrange free collection of any bottles still sealed, and issue the refund for the full order once they are back with us.
Sealed bottles go back to our warehouse at Warehouse No. 7, Al Jurf Industrial Area 1, Ajman, UAE. Please wait for us to arrange it rather than sending anything yourself, so we can cover the cost and track the parcel.
How the money comes back
- Paid by card or online. The refund goes back to the same card or account, within 10 business days of approval. Your bank may take a few days more to show it.
- Paid with Tabby. We refund through Tabby, who then cancel the instalments you have not paid yet and return the ones you have. Anything still scheduled simply stops.
- Paid Cash on Delivery. There is no card for us to refund, so we send the money by bank transfer. We will ask you for an account in your own name, and the same 10 business day window applies.
If more than 15 business days have passed since we told you the refund was approved and you still have nothing, email us and we will chase it.
Damaged, wrong or missing
Please open the parcel and look at it when it arrives. If a bottle is damaged, the seal is broken, the order is wrong or something is missing, email us with a photo and we will replace it or refund it. This is separate from the 30-day guarantee and there is no time limit on us fixing our own mistake, though the sooner you tell us the easier it is to trace with the courier.
What we cannot refund
- Orders where more than 30 days have passed since delivery.
- Gift cards.
- Repeat refund requests from the same customer. The guarantee is there so you can find out whether Lovu works for you, and once you know, you know.
We do not ask you to prove you used it, we do not ask for the empty bottle, and we do not put a restocking fee on anything.
Changed your mind before it ships
That is easier and faster than a refund. See our cancellations policy for how to stop an order that has not left us yet. Delivery times and Cash on Delivery are covered in our shipping policy.