Return & Refund Policy
Return & Refund Policy
Thank you for shopping at Loverlo. We want you to feel confident when placing an order with us. This Return & Refund Policy explains how returns, refunds, and exchanges are handled — including conditions, timelines, costs, and where returns are sent.
Important: where returns are sent
Loverlo ships all orders directly from our central warehouse in Asia to Australian customers. For this reason, all returns must also be sent back to our warehouse in China (address below). This is a deliberate choice to reduce our environmental footprint by minimising unnecessary transport steps. Please read the Return Address and Return Shipping Costs sections carefully before initiating a return so there are no surprises.
Policy overview
- Return period: 30 days from the date of delivery
- Refund processing time: Up to 10 business days after inspection at our warehouse
- Return shipping costs: Covered by the customer, unless the item is faulty or incorrect
- Return destination: Our central warehouse in Zhejiang, China
Order cancellations
Orders may be cancelled within two hours of purchase by contacting our customer service team. If your order has already been dispatched, cancellation is no longer possible and the return process must be followed once the item has been delivered.
Return conditions
Returns are accepted under the following conditions:
- Timeframe: Items must be returned within 30 days of delivery
- Condition: Items must be in NEW* condition, including all tags and original packaging
- Proof of purchase: An order confirmation or receipt is required
*New = unopened products in their original packaging that have never been used or worn.
We reserve the right to refuse a return that shows signs of wear or use.
Non-returnable items
Certain items cannot be returned, including:
- Customised or personalised products
- Hygiene-sensitive items (such as underwear), unless unopened and unused
How to start a return
To initiate a return, please follow these steps:
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Contact customer service. Email us at info@loverlo.com with your order number, reason for return, and photos if applicable.
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Return authorisation. Our team will review your request and provide written confirmation along with the return address and required customs documentation.
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Package the item. Include all tags and original packaging, and clearly write your order number inside the parcel.
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Prepare customs documentation. International returns to China require both a CN22 or CN23 customs declaration AND a Proforma Invoice (clearly marked "Returned Goods"). Without these documents, the parcel may be held or refused by Chinese customs and cannot be delivered to our warehouse — which means no refund can be processed.
- Ship with tracking. Use a tracked international shipping service (Australia Post International Parcel, DHL, FedEx, or similar). Send the tracking number to info@loverlo.com so we can monitor delivery.
Return address
Approved returns should be sent to:
Only send return parcels to this address after you have received a written return authorisation from our customer service team. Unauthorised returns may not be processed.
Return shipping costs
Because returns are sent to our warehouse in China, international shipping costs apply. Typical Australia-to-China return shipping costs range from AUD 25 to AUD 60 per parcel, depending on:
- Package size and weight
- Chosen shipping service (Australia Post International Parcel, DHL, FedEx, etc.)
- Whether tracking and insurance are included
We strongly recommend obtaining a quote from your preferred carrier before shipping. Return shipping costs are the customer's responsibility, except when the item is faulty or incorrect (see Special Situations below).
Refund policy
- Approval: You will be notified once your return has been received and inspected at our warehouse.
- Processing: Approved refunds are issued to the original payment method within 10 business days of inspection.
- Hold until receipt: We reserve the right to hold the refund until the returned item has been received and verified at our warehouse.
- Banks or payment providers may require additional time to credit the refund to your account.
- Once processed, you will receive a confirmation email.
Exchanges
We offer exchanges for faulty or incorrect items. If you receive the wrong product or a defective item, please contact us within 30 days of delivery. In these cases, we will cover the return shipping costs and arrange a replacement.
If an incorrect size was ordered, please return the item following the standard return process and place a new order for the desired size.
Acceptance of a replacement is a final resolution. When a replacement item or reshipment is offered and accepted by the customer (with or without payment of shipping costs), this is considered the final resolution of the order. By accepting a replacement, the customer waives the right to return the original item and/or receive a refund for it.
No restocking fees
We don't impose any restocking fees on returned products. Your satisfaction matters most, and we aim to make the return process as straightforward as possible.
Special situations
Faulty or damaged items. If your item arrives damaged or defective, please contact us within 72 hours of delivery with clear photos of the damage. We will arrange a return at no cost to you and offer either a replacement or a full refund.
Incorrect items. If you receive an item different from what you ordered, contact us and we will resolve the issue promptly at no additional shipping cost to you.
Lost parcels. If your order has not arrived within the estimated delivery timeframe, please contact us so we can investigate with the shipping carrier.
Why we ship returns to Asia
All Loverlo orders are dispatched directly from our central warehouse in Asia to Australian customers. Sending returns back to this same warehouse — rather than routing them through a local hub for onward shipment — reduces the total transport steps in the process and helps minimise our environmental footprint.
Processing timelines
- Return initiation: Within 30 days of delivery
- Inspection: Within 7 business days after our warehouse receives the parcel
- Refund issued: Within 10 business days after inspection
Compliance
Loverlo complies with all applicable Australian consumer law, including the Australian Consumer Law (ACL) under Schedule 2 of the Competition and Consumer Act 2010 — for faulty, defective, or misrepresented goods, your statutory consumer guarantees always apply. Our 30-day change-of-mind return policy is offered in addition to these statutory rights.
We reserve the right to update this Return & Refund Policy at any time to comply with applicable legal requirements.
Customer Service Hours:
Monday – Saturday: 9:00 AM – 6:00 PM (GMT+10:00)
Website Name: Loverlo
Company Name: Evision Limited
Address: Unit 2A, 17/F, Glenealy Tower, No. 1 Glenealy, Central, Hong Kong Island, 999077, Hong Kong
Phone: +61 386580529
Email: info@loverlo.com
Frequently Asked Questions: Click here
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