Returns & Refunds Policy
At Lemuvia, our customers' satisfaction is a priority.
That's why we offer a 30-day money-back guarantee, starting from the day you receive your product.
Conditions for a refund
To be eligible for a refund, all of the following conditions must be met:
- The product must not have been used
- The product must be returned in its original packaging, in perfect condition
- The refund request must be made within 30 days of receiving the product
- Valid proof of purchase must be provided (order number, confirmation email or invoice)
⚠️ Important: hygiene
For hygiene reasons, products that have been opened, worn or handled cannot be refunded.
⚠️ Important: delivery delays
A delivery delay is not grounds for a refund.
The delivery times we give are estimates only and may vary depending on the carrier, the time of year or circumstances beyond our control.
A refund or reshipment may only be considered if the parcel is proven to be lost, as officially confirmed by the carrier.
In this case, written proof of the lost parcel from the carrier will be required.
Without formal confirmation that the parcel is permanently lost, no refund can be issued.
How to return a product
Contact our customer service team at:
In your message, please include:
- your name
- your order number
- the reason for your request
Once we've reviewed your request, we'll send you instructions for your return.
Once the product has been returned, received and checked, your refund will be processed within 5 to 8 business days, to the payment method used at checkout.
Return shipping costs
Return shipping costs are paid by the customer, except in the following cases:
- an error in preparing your order
- a product that arrived damaged
In these situations, Lemuvia will cover the return shipping costs.
When a refund may be refused
We reserve the right to refuse a refund in the following cases:
- the product has been used, opened or damaged
- the original packaging is missing or damaged
- the request is made after the 30-day period
- no valid proof of purchase is provided
- the parcel is simply delayed, without official proof of loss from the carrier
Nothing in this policy excludes, restricts or modifies any rights you have under the Australian Consumer Law.