Política de reembolso

Intimate Products & Lingerie

At Luvana, your safety and comfort come first.

Because our items are intimate in nature — such as lingerie, thongs, bodysuits, toys, lubricants, and massage oils — we cannot accept returns or exchanges once a product has been opened, tried on, or removed from its original sealed packaging.

This policy is in place strictly for hygiene and health reasons, and to ensure every customer receives brand-new, untouched products.

 

Damaged or Defective Items (30-Day Claim Window)

We want every order to arrive in perfect condition. If an item arrives damaged or stops functioning due to a manufacturing defect, please contact us within 30 days of the order being marked as delivered.

To help us verify the issue, please include the following when submitting your claim:

• Your order number

• A brief description of the problem

• Clear photos and a short video showing the defect, including the item attempting to power on or charge

Some rechargeable products require a full charge before first use, so we may ask that the item be fully charged before processing a claim.

Once the issue is reviewed and approved, we will provide a replacement of the same item at no cost. If the product is no longer available, we may offer store credit or a comparable replacement.

Please note that this warranty covers manufacturing defects only and does not apply to issues caused by:

• Water damage

• Improper cleaning or storage

• Misuse or accidental damage

• Normal wear and tear

Replacement requests are limited to one replacement per item purchased.

 

Incorrect Product Ordered

Because our products are intimate and cannot be resold after opening, we are unable to accept returns or exchanges for items ordered in the wrong size, style, or color.

We encourage customers to review size charts and product details carefully — and we’re always happy to answer questions before you order.

This helps us protect both customer safety and product integrity.

 

Change of Mind

All sales are final. Once an order has been processed and shipped, we’re unable to cancel, return, or exchange items.

Thank you for understanding that this policy is in place to ensure all intimate products remain hygienic, safe, and brand-new for every customer.