Returns & Refunds
Not satisfied with your order?
If for any reason you are not satisfied with your order, please contact us. We strive to ensure that our customers are 100% satisfied with the product they have purchased from our suppliers. If you have any issues with the shipment or product and are frustrated, please contact us and our team will help you immediately.
How can I return all or part of my order?
If you decide to return your products to us within the 30-day cooling-off period, we will refund the full amount of your order within 5 working days of receiving the product. Unfortunately, we cannot refund the cost of returning the product.
Please follow the steps below to return your product:
1. Send us an email and let us know that you would like to return your order or part of your order.
2. Wait for a response from our customer service department on whether we can accept the return. You will also receive the return form there.
If we can accept your return, follow the steps below. 4. Pack the returned product neatly and securely, preferably in the original packaging. 5.
5. Send the package to the return address you received from our customer service and send the track & trace code to our customer service.
6. Once your package has arrived and been inspected, we will refund you the cost of the returned products using the payment method you used to pay for the products.
Unfortunately, products that meet one or more of the following points cannot be returned:
- Sealed products. If the seal is broken, these products cannot be returned.
- Products that are manufactured by the entrepreneur according to the consumer's specifications (commissioned work); that are clearly personal in nature; that cannot be returned due to their nature.
- Products in the categories "Beauty", "Kids & Baby" and "Sports" cannot be returned due to COVID-19 hygiene measures. However, this is possible if the product is still sealed in its original packaging.
Immediate cancellation of orders
You can only cancel your order 30 minutes after you have placed it. To cancel your order, please contact us 30 minutes after you have placed your order.
Damaged products on arrival
It's a real shame! Unfortunately, it is possible that your product is damaged during transportation. If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, the return period unfortunately expires.
For the fastest solution, please send us an email with a photo showing the damaged part of the item. Photos are best taken on a flat surface where the label and defect can be clearly seen. We will use this information to help you with your order and avoid errors in the future.
For defective items, we always send a new package free of charge the first time and unfortunately cannot refund the money. Have you made a mistake the second time? Then we will refund you the full purchase price.
If you have questions about products that were damaged upon arrival, please contact us.
Product defects or defects after use
How annoying is that! Unfortunately, it can happen that a production defect occurs after some time. This must be a genuine defect. This means that the part has broken and no longer meets the standard set by the manufacturer. Wear parts are excluded from manufacturing defects or faults. Wear parts include, among others
- Drive belts
- Batteries
- Brake pads and disks, brake drums
- Chains, bulbs, ignition caps, tires and hoses
- Moving parts in the broadest sense of the word.
If you have questions about manufacturing defects or defects after use, please contact.
Frequently asked questions about our return policy
If you are unsure, here are some frequently asked questions about our return policy:
How long is the return period?
You can return a product within 14 days of receiving your order.
How long does it take to get my money back?
Once we have received the products, inspected them and confirmed that they have not been opened, a full refund will be issued to the original payment method. All customers must contact us after returning the package and provide us with tracking information so we can process the refund. Please note that most financial institutions take an average of 3-5 business days to process the refund.
Why are beauty and health products non-returnable?
Below is a list of hygiene products that cannot be returned and refunded (the list is not exhaustive): Underwear, bikinis, makeup, hair styling products, beauty products, etc. We take hygiene and public safety seriously and refuse to return beauty and health products to ensure the safety of our customers. We are not alone in this. Other beauty and health product suppliers also refuse returns for the same reasons. However, you can return the product if it is still sealed in the original packaging.
In general, products cannot be returned if any of the following conditions apply:
- the Buyer has repaired and/or modified the delivered Products himself or has had them repaired and/or modified by a third party;
- the delivered products have been exposed to abnormal conditions or have otherwise been handled carelessly or contrary to the instructions of the intermediary and/or have been treated on the packaging
- the defect is wholly or partly due to regulations that the authorities have imposed or will impose on the nature or quality of the materials used;
- Hygiene products are non-returnable and non-refundable, at least not under the current COVID-19 measures. However, you can return the product if it is still sealed in the original packaging.
Do I have to pay for the return shipment?
Yes, all customers are responsible for return shipping costs. We recommend that you send your return with Track & Trace as we cannot take responsibility for lost returns.
Can I return my product without contacting you?
No, you can't. You must contact us before returning the product as the return address may be different from the address your order originally came from.
How can I contact you?
You can contact us via email. The Lovela team works seven days a week.
My order is damaged, what should I do?
For the fastest possible resolution, please attach a photo showing the poor quality or damaged part of the item. The photos are best taken on a flat surface where the label and defect can be clearly seen. We will use this information to help you with your order and avoid mistakes in the future.
If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, the return period unfortunately expires.
