Refund policy

Your Right to Cancel (Change of Mind)
As a UK online customer, you have a statutory right to cancel your order under the Consumer Contracts Regulations 2013.

1. Cancellation Period: You have 14 calendar days from the day after you receive your goods to notify us that you wish to cancel your order and get a full refund. You do not need to give a reason.
2. Return Deadline: Once you have notified us of your decision to cancel, you have a further 14 calendar days to return the goods to us.

Eligibility for Return and Return Costs
To be eligible for a return under the change of mind policy, your item must be in the same condition that you received it, with original tags attached (where applicable), and preferably in its original packaging.

You are permitted to handle and inspect the goods as you would in a shop (e.g., trying on an item). However, if the item is used beyond this necessary inspection, we reserve the right to deduct an amount from your refund to reflect the reduction in the item's value. You’ll also need the receipt or proof of purchase.

**Please note: For all returns where you have changed your mind, you are responsible for the cost of returning the goods to us. We recommend using a tracked service for your protection.**

Starting a Return
To start a return, you can contact us at nadia@lvapothecary.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at nadia@lvapothecary.com.

Damages and Issues (Your Statutory Rights)
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. This is covered under your separate statutory rights (Consumer Rights Act 2015). **If the item is faulty, we will cover the cost of the return postage.** We will evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned unless they are faulty, damaged, or not as described. These exceptions include: perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and **sealed** personal care goods (such as beauty products) which have been **unsealed after delivery** for health or hygiene reasons. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds (The 14-Day Guarantee)
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method.

**We will process your full refund, including the basic cost of outbound delivery, within 14 calendar days of receiving the returned goods** (or receiving evidence that you have returned them, whichever is earlier).

Please remember it can take some time for your bank or credit card company to process and post the refund too.