🔄 Refund & Returns Policy – Lovenapoo

Effective Date: December 25, 2025
Expiration Date: December 25, 2025

At Lovenapoo, we believe that the perfect pair of shoes should not only look exceptional but also make you feel confident and comfortable. We stand by the quality of our footwear, and your satisfaction is always our top priority. However, we understand that sometimes your order might not be exactly what you expected. That’s why we have designed this clear, fair, and straightforward Refund & Returns Policy to ensure your shopping experience remains positive from start to finish.

This policy outlines when and how you can return items, what products are ineligible, how refunds are processed, and how to contact our support team for assistance.

✅ 1. Eligibility for Returns – When You Can Return Your Purchase

You may return your item to Lovenapoo if it meets all the following conditions:

  • 👟 Unworn & Unused – Shoes must not show any signs of wear, creasing, scuffs, dirt, or odour.

  • 📦 Original Condition & Packaging – All items must be sent back in their original shoe box, with tags attached, dust bags (if applicable), and any included accessories.

  • ⏳ Return Request Within 14 Days – You must submit your return request within 14 calendar days from the date you receive your order.

  • 🧾 Proof of Purchase – A valid order number or official purchase receipt is required.

💡 Tip: We recommend trying on your shoes indoors on a clean, smooth surface to preserve their condition in case a return is needed.

🚫 2. Items That Cannot Be Returned

Certain items cannot be accepted for return due to hygiene, final sale terms, or customisation:

  • Footwear that has been worn outdoors, altered, or damaged after delivery (unless proven defective).

  • Gift cards or store credits.

  • Final sale / clearance items clearly marked as non-returnable.

  • Custom-made or personalised shoes, including engraved or made-to-measure designs.

📷 3. Damaged, Defective, or Incorrect Orders – Our Priority Resolution

If you receive a defective, damaged, or incorrect product, please notify us within 48 hours of delivery so we can resolve the issue promptly.

Here’s what to do:

  1. 📸 Take clear photographs of the defect, damage, or incorrect product.

  2. 📨 Email the pictures along with your order number and a short description to contact@lovenapoo.com.

  3. 📞 Our team will review your case and provide a solution within 1–2 business days.

Resolution Options:

  • A replacement of the same product.

  • An exchange for a different size or style of equal value.

  • A full refund to your original payment method.

We will cover all shipping costs for returns caused by defects or errors on our part.

📬 4. How to Return an Item – Step-by-Step Process

To ensure your return is processed efficiently, please follow these steps:

  1. Request Approval – Contact our customer service team via email or phone to request a return authorisation.

  2. Receive Instructions – We will send you the return address and detailed packing guidelines.

  3. Package the Item – Place the shoes in their original box, then in a protective outer package to avoid damage during transit.

  4. Ship the Return – Use a trackable, insured shipping method for safety. Keep your shipping receipt until the return is confirmed.

Important: Return shipping costs are the customer’s responsibility unless the product is defective or we made a shipping error.

💳 5. Refund Timeline & Processing – When You’ll Get Your Money Back

Once your returned item is received and inspected by our team:

  • ✅ If approved, we will issue a refund to your original payment method.

  • ⏳ Processing may take 5–10 business days, depending on your payment provider or bank.

  • 🚚 Original shipping costs are non-refundable, except when the return is due to our fault (e.g., sending the wrong item).

If your return does not meet the eligibility requirements, we may decline the refund and return the item to you at your expense.

🔄 6. Exchanges – Getting the Right Fit or Style

If you would like to exchange your purchase for another size or style:

  • Contact our customer service team to confirm stock availability.

  • Exchanges are processed as a return followed by a new order for the replacement item.

  • In cases of defective or incorrect products, exchanges will be shipped at no extra cost to you.

📞 7. Need Assistance? We’re Here to Help

We pride ourselves on exceptional customer service and aim to make every interaction with Lovenapoo as smooth and enjoyable as possible. Whether you have questions about sizing, need help with the return process, or want product care tips, our friendly support team is ready to assist.

📍 Contact Information

💡 Pro Tip: To avoid return delays, always keep your original packaging, check your order details carefully upon arrival, and contact us quickly if there’s an issue.