Refund policy
Got it — Lovi, hello@mylovi.com, Georgetown ON address. And good call on dropping "Last updated" — Shopify timestamps the policy automatically.
Quick note: I'm using your Canadian address as the business address since that's actually correct. You're a Canadian business selling to UK customers — UK law just requires a real geographical address, it doesn't have to be UK-based. If you get a UK virtual office later, swap it in then.
Here's the updated version:
Refund and Returns Policy
We want you to be happy with what you order from Lovi. If something isn't right, here's how returns and refunds work.
Your right to cancel (14-day cooling-off period)
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items, for any reason. You then have a further 14 days to return the items to us.
To start a return, email hello@mylovi.com with your order number and which items you want to return. We'll send return instructions and the address.
Condition of returned items
To be eligible for a full refund:
- Items must be unused, unworn, and in their original packaging
- Tags and any seals must still be intact
- Items must be sent back within 14 days of you notifying us
If items show signs of use beyond what's needed to inspect them, we may deduct an amount from your refund to reflect the reduced value.
Return shipping costs
You're responsible for the cost of returning items to us, unless the item is faulty, damaged, or not as described. We recommend a tracked service — we can't refund parcels that don't arrive back to us.
Your refund
Once we receive and inspect your return, we'll refund you within 14 days to your original payment method. We refund the full price you paid for the item, plus standard outbound shipping. If you chose a premium shipping option, we refund up to the standard rate.
Faulty, damaged, or wrong items
Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described. If anything you receive is faulty, damaged, or not what you ordered, email hello@mylovi.com within 30 days of delivery with photos and your order number.
We'll arrange a replacement, repair, or full refund — your choice — and cover return shipping costs.
Items we can't accept back
The following are exempt from the 14-day right to cancel:
- Items sealed for hygiene or health reasons that have been unsealed (e.g. underwear, swimwear, earrings, cosmetics)
- Custom or personalised items
- Perishable goods
- Digital downloads once the download has started
This does not affect your statutory rights for faulty or misdescribed items.
Late or missing refunds
If you haven't received your refund within 14 days of us confirming it:
- Check your bank or card statement again
- Contact your card issuer — refunds can take a few extra business days to appear
- If it still hasn't shown up, email hello@mylovi.com
Contact
Lovi hello@mylovi.com 1 (800) 923-9742 354 Guelph St, Georgetown ON L7G 4B5, Canada