Refund Policy

Our policy lasts 30 days from the day your order is delivered.


We do not accept returns for change of mind (for example: no longer want the item, ordered by mistake, or minor preference issues). We only offer support in the following cases:

 

  • The item arrives damaged or defective

  • You receive the wrong item

  • There is a major issue that makes the product unusable

 


To be eligible for a replacement or refund, your item must be unused, in the same condition that you received it, and in the original packaging.

 

 

 

How to request a refund or replacement

 


To start a claim, please email us at support@lounava.com within 30 days of receiving your order and include:

 

  • Your order number

  • Photos or videos clearly showing the issue

  • A brief description of the problem

 


If your request is approved, we will:

 

  • Send a replacement (if available), or

  • Issue a refund to your original payment method if a replacement is not available.

 


We will let you know once we’ve inspected your case and confirm the outcome.

 

 

 

Damages and issues

 


Please inspect your order as soon as it arrives and contact us immediately if:

 

  • The item is defective

  • The item is damaged in transit

  • You received the wrong product

 


We’ll evaluate the issue and make it right according to this policy.

 

 

 

Non-returnable items

 


We cannot accept returns or refunds in the following cases:

 

  • Change of mind / no longer want the item

  • Items not in their original condition or with obvious signs of use

  • Items returned without contacting us first

  • Sale items or gift cards

 

 

 

 

Lost or stolen packages

 


If the tracking information shows that your package was delivered to the address you provided at checkout, Lounava is not responsible for lost or stolen packages.


Upon request, we can provide:

 

  • Delivery confirmation

  • Tracking details

  • Shipping carrier information

 


so you can follow up with the carrier or local post office.

 

 

 

Exchanges

 


We only replace items if they are defective, damaged, or incorrect.

If you need an exchange for the same product, email us at support@lounava.com with your order details and photos of the issue.

 

 

 

Refund timing

 


If a refund is approved, it will be processed back to your original payment method.

Processing times may vary depending on your bank or card issuer.


If more than 15 business days have passed since we approved your refund and you still haven’t received it, please contact us at support@lounava.com.