Return and Refund Policy

At Loverlo, we take pride in providing high-quality products and a smooth shopping experience. Your satisfaction is important to us, and we understand that sometimes an item may not be exactly what you expected.

That’s why we’ve designed a clear and straightforward return policy.

Return Period

You have 30 calendar days from the date you receive your order to initiate a return. After this period, we may no longer be able to process your request unless required by consumer protection law.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

Conditions for Returns

To be eligible for a return, the following must apply:

  • The item must be unused, unworn, and unwashed.
  • It must be in its original condition, including all packaging, accessories, manuals, and tags.
  • Items showing visible signs of wear, damage, or alteration after delivery cannot be accepted.

Please note that some products, for hygiene or safety reasons, may not be eligible for return (see “Non-Returnable Items” below).

Return Costs & Location

If the item is defective, damaged, or incorrect:
We will take full responsibility for all return shipping costs. Once approved, you’ll receive a prepaid return label and detailed instructions by email.

If you changed your mind or ordered the wrong size or colour:
You may still return your order within 30 days. However, please be aware of the following regarding shipping costs:

  • The return shipping cost will be at your own expense.
  • As our products are shipped directly from our manufacturing partners, returns must be shipped to our central distribution center in Asia.
  • Please note that international shipping costs from Australia to this location can be significant. We advise checking rates with your local carrier before initiating a return.
  • Original delivery fees (if any) are non-refundable.

Step-by-Step Return Process

Our return process is designed to be simple:

1. Contact Us
Email info@loverlo.com including your order number and the reason for your return.

2. Receive Return Address
Our customer service team will review your request. Within 24 hours, we will send you the specific return address details and instructions via email.

3. Prepare Your Package
Place the product carefully in its original packaging, ensuring all accessories, tags, and documents are included.

4. Ship the Package
For 'change of mind' returns, please ship the parcel using a courier of your choice to the address provided in the email.
Important: We strongly recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item, and we are not responsible for lost packages.

No Restocking Fees:
We do not charge any restocking or handling fees for returns.

Refund Processing

Once we receive your return at our distribution center, our team will inspect the product. You will then be notified by email whether your return has been approved or declined.

  • Approved refunds will be issued to the original payment method used for the purchase.
  • Refunds are typically processed within 7 business days after the returned parcel is received and inspected.
  • Depending on your payment provider or bank, it may take a few extra days for the refund to appear in your account.

If the returned product does not meet our return criteria, it may be sent back to you at your own cost.

Exchanges

Would you prefer a different size, colour, or model? Simply contact us at info@loverlo.com within 30 days of delivery.

Please note that for exchanges due to a change of mind, you will be required to return the original item to our distribution center in Asia at your own cost before the new item is dispatched.

Non-Returnable Items

For health and safety reasons, certain products cannot be returned. These include (but are not limited to):

  • Undergarments and thermal base layers
  • Socks or similar hygiene-sensitive items
  • Products clearly marked as non-returnable or “Final Sale” in the product description
  • Gift cards

Need Help?

Contact our support team if you have any questions.
We aim to respond within 24 hours.

Contact Details:
Store Name: Loverlo (part of E-Visionary)

— Global Headquarters / Legal Entity —
Business Address: Röntgenweg 16a, 2408 AB Alphen aan den Rijn, Netherlands
Chamber of Commerce Number: 93086245
VAT-No: NL004998970B77

— Local Customer Support (Australia/GMT+10) —
Email: info@loverlo.com
Phone: +61 288805842
Opening hours customer service:
Monday - Friday: 9:00 AM - 5:00 PM (GMT+10 Sydney/Melbourne time)
Saturday - Sunday: Closed

We aim to respond within 24 hours.