At Luonivo, customer satisfaction is our top priority. We want you to feel completely happy with every purchase you make.
If for any reason you’re not satisfied with your order, our team is here to help. Whether it’s a delivery concern or an issue with the product, simply reach out to us — we’ll do everything we can to make it right.
Below are some common questions about our return and refund policy:
1. What is the return period?
You can return any eligible product within 30 days of receiving your order.
Please note that order cancellations are only possible within 24 hours of placing your order. After that, our processing begins and we’re unable to cancel.
Once your product has been delivered, you can still request a full refund if you return it within 30 days in accordance with our return guidelines.
To cancel an order or start a return, please email us at info@luonivo.com.
2. How long does it take to receive my refund?
Once we’ve received and inspected your returned product, we’ll process your full refund through the original payment method, provided the item has not been opened or used.
Please make sure to email us your tracking details once your return is shipped, so we can verify the parcel and complete your refund quickly.
Most financial institutions take 3–5 business days to process the refund after we’ve approved it.
3. Why can’t beauty and health products be returned?
For hygiene and safety reasons, certain personal-use products cannot be returned. This includes (but is not limited to):
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Underwear, lingerie, and swimwear
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Makeup and beauty products
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Hair styling tools and accessories
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Any item that has been opened or used
We take customer health and hygiene seriously — this policy protects both you and future customers.
In general, items cannot be returned if:
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The product has been repaired, modified, or tampered with.
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It was used in abnormal conditions or not according to care instructions.
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Government regulations prohibit resale due to safety or material standards.
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It’s a sealed product whose seal has been broken.
4. Who covers the cost of return shipping?
Customers are responsible for covering return shipping costs.
We strongly recommend using a Track & Trace service to ensure your parcel is delivered safely. Luonivo cannot be held responsible for lost or untracked returns.
5. What if I refuse the package or don’t collect it from the post office?
If your order is not accepted upon delivery or not collected, it will automatically be returned to the supplier.
In such cases, a USD 15 restocking fee will be deducted from your refund amount.
6. How do I return my order?
We aim to make returns simple and stress-free. Please email us at info@luonivo.com before sending anything back — we’ll provide detailed instructions.
To ensure a smooth return process, please follow these steps:
Before shipping your return:
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Packaging: Make sure the item is well packed to prevent damage during transit.
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Tracking: Use a courier with tracking and share the code with us.
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Shipping cost: You’ll need to cover the return shipping fees.
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Customs: Correctly declare the parcel to avoid delays.
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Condition: Items must be unused and in their original condition to qualify for a full refund.
Return Address:
Contact Name: Wang Maoqin
Address: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District
City: Ningbo
Postal Code: 315100
Province: Zhejiang
Country: China
Tel: 15314571683
⚠️ Important: Always email info@luonivo.com before returning your item to ensure your refund is properly processed.
7. How can I contact customer service?
You can reach us any time by emailing info@luonivo.com.
Our support team operates 7 days a week and typically replies within 24 hours. We’re always happy to assist you.
8. What should I do if my order arrives damaged?
We’re very sorry if your product arrived damaged or incorrect — and we’ll take care of it immediately.
Please contact us within 14 days of receiving your item. Send us an email with clear photos showing:
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The product defect or damage
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The shipping label and packaging
Once verified, we’ll send you a replacement at no extra cost.
If a replacement arrives damaged a second time, we’ll issue a full refund.
Please note: refunds cannot be issued for the first damaged delivery if a replacement has been sent.
9. I entered the wrong shipping address — what should I do?
If you notice an address error, please email us right away with the correct details.
We can only make changes before the order has been shipped. Once dispatched, the address can no longer be modified.
