Refund policy
Thank you for shopping with Lavipa, a brand operated by Lorula Limited (“Lavipa,” “we,” “us,” or “our”). This Return and Refund Policy explains when returns, exchanges, replacements, and refunds are available.
By placing an order with us, you acknowledge this policy. Nothing in this policy limits any mandatory consumer rights available under applicable law.
1. 30-Day Return Window
Every eligible order is covered by our 30-Day Happiness Guarantee.
You may request a return or exchange within 30 calendar days from the date your order is delivered.
2. Give Your Product a Fair Try
Results from EMS and red light products may develop gradually with consistent use, and individual results may vary. We recommend using your Lavipa product as directed for at least one to two weeks before evaluating the results.
Normal use in accordance with the product instructions during this trial period will not, by itself, make the product ineligible for return. If you are still not satisfied within the 30-day return window, contact us and we will assist you.
3. Return Eligibility
To qualify for a return under our 30-Day Happiness Guarantee, the product must:
- Be returned in the condition in which it was received, allowing for reasonable use consistent with the recommended trial;
- Be free from damage caused by misuse, neglect, improper storage, accidents, or unauthorized modification;
- Include its original accessories, manuals, and packaging where reasonably possible; and
- Be accompanied by the order number or other proof of purchase.
We reserve the right to refuse a return or reduce the refund where permitted by law if the product has been damaged through misuse or handled beyond what is reasonably necessary to evaluate it.
4. How to Start a Return
To request a return, email contact@lavipa.store and provide:
- Your order number;
- The reason for the return; and
- Photos or a short video if the product is damaged, defective, or incorrect.
Do not send any product back before receiving return authorization and return instructions from us. Products returned without prior authorization, or sent to an unauthorized address, may not be accepted.
For voluntary returns, including change-of-mind returns under our 30-Day Happiness Guarantee, the customer is responsible for return shipping costs unless applicable law requires otherwise.
The registered office of Lorula Limited is not necessarily our returns warehouse. The correct return address will be provided after your return request is authorized.
5. Defective, Damaged, or Incorrect Products
Please inspect your order promptly after delivery. If your product arrives defective, damaged, incomplete, or different from what you ordered, contact us within seven days where reasonably possible.
Please include clear photographs or a short video showing the issue so we can investigate and resolve the matter quickly.
Once the issue is confirmed, we may offer, as appropriate:
- A free replacement;
- A full refund; or
- Another remedy agreed with you or required by applicable law.
We will cover reasonable return shipping costs for confirmed defective, damaged, or incorrect products.
The seven-day notification request helps us investigate delivery problems promptly and does not limit any longer statutory rights that may apply to defective or non-conforming products.
6. Non-Returnable Situations
Unless otherwise required by applicable law, we may decline returns or refunds for:
- Products returned without prior return authorization;
- Products damaged through misuse, neglect, accidents, improper storage, or unauthorized modification;
- Return requests submitted after the applicable return period;
- Gift cards;
- Free promotional products that were not separately purchased; and
- Products clearly marked “Final Sale” before purchase.
A “Final Sale” designation does not exclude rights relating to defective, damaged, incorrect, or misdescribed products, or any other rights that cannot legally be excluded.
7. Refunds
After receiving and inspecting an authorized return—or approving a claim where no physical return is required—we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. We normally process approved refunds within 5–10 business days. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.
Original shipping charges are generally non-refundable for voluntary returns, except where required by applicable law or where the return results from our error.
If more than ten business days have passed since we confirmed that your refund was processed, contact us at contact@lavipa.store.
8. Order Cancellations
An order may be cancelled only before it has been processed or dispatched.
Once an order has entered fulfilment or has been shipped, we may be unable to cancel it. After delivery, the order will be handled under the return procedures described in this policy.
9. Chargebacks and Payment Disputes
If you experience a problem with an order, please contact us first at contact@lavipa.store so we have an opportunity to resolve it.
We retain relevant order, payment, delivery, return, and customer communication records and may provide those records to banks, card issuers, payment providers, or other authorized parties when responding to a payment dispute.
This section does not prevent you from exercising any lawful right to dispute a payment.
10. European Union Right of Withdrawal
If we specifically market or sell products to consumers in the European Union, eligible EU consumers generally have the right to withdraw from an online purchase without giving a reason within 14 days after receiving the goods.
To exercise this right, you must clearly notify us at contact@lavipa.store before the withdrawal period expires. After notifying us, you must return the goods within the period required by applicable law.
You may inspect and handle the product only as reasonably necessary to establish its nature, characteristics, and functioning. Where permitted by law, you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary.
Unless we agree to cover the cost or applicable law provides otherwise, you are responsible for the direct cost of returning the product. If your withdrawal is valid, we will refund the purchase price and the cost of standard outbound delivery. Additional delivery charges resulting from your selection of an expedited or more expensive delivery method are not refundable unless required by law.
EU withdrawal refunds will be processed within the legally required period. Where permitted, we may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back.
Exceptions to the EU right of withdrawal may apply where permitted by law, including certain sealed products that are not suitable for return for health-protection or hygiene reasons after being unsealed.
This section is written to align with the EU’s official distance-selling guidance, including the 14-day notice period, return costs, standard delivery refund, and diminished-value rules. EU consumer return guidance
11. Contact Information
For questions about a return, exchange, replacement, or refund, contact us at:
Brand: Lavipa
Legal entity: Lorula Limited
Company number: 81049734
Jurisdiction of incorporation: Hong Kong
Registered office: Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong
Email: contact@lavipa.store
WhatsApp/Phone: +1 213-519-5595
Important: Do not send returns to the registered office unless we specifically authorize that address in writing.