Refund policy

Returns & Exchanges Policy

1. Right of Withdrawal

If the customer is not satisfied with the products received, they may return them within 14 days of receipt. To exercise the right of withdrawal, the customer must notify us by email at info@luever.com.

To comply with the withdrawal period, it is sufficient that the communication is sent before the 14-day deadline expires.

The right to return will only be accepted if the products:

  • Have not been washed or used;

  • Maintain their original features, with sealed packaging and in their original condition;

  • Are complete (e.g., both items of a pair must be returned);

  • Have not been tampered with and retain the original identification tag.

LUEVER will process the refund within 14 days from the date the right to refund is confirmed via email. The refund will be issued using the same payment method used for the original purchase, except for payments made via entity/reference, in which case the customer will be asked to provide their IBAN for the refund.

After informing LUEVER of the contract withdrawal, the customer must properly package the item(s) (the original packaging may be used) and send them to the following address, without undue delay and no later than 14 days from the withdrawal communication:

Apartado 252
Rua Dr. Vitorino de Sá nº2
4520-999 Santa Maria da Feira
Portugal

The deadline is considered met if the item is shipped before the 14-day period expires. The customer is responsible for the direct return shipping costs.

The right of withdrawal does not apply in the following cases:

a. Products made to the customer’s specifications or clearly personalized;
b. Products which, by their nature, cannot be returned or are likely to deteriorate quickly;
c. Sealed products not suitable for return due to health or hygiene reasons, if unsealed after delivery;
d. Products that, after delivery, become inseparably mixed with other items;
e. Newspapers, magazines, periodicals, or digital content.

2. Return of Defective Products

If the product has a defect or does not conform to the order, the customer may request a return within 14 days, by sending an email to info@luever.com with a photo clearly showing the defect.

LUEVER will evaluate the case and, if the defect is confirmed, will arrange collection of the item via the courier (at no cost to the customer) and will process the refund within 14 days after confirmation via email.

If the defect cannot be confirmed through the photo, the customer must send the item in for inspection, initially covering the shipping cost. If the defect is confirmed, the shipping cost will be refunded along with the product price.

3. Return of Gifts

Gifted items must be returned by the original purchaser. The same procedures and conditions described in section 1 apply. All items must meet the return condition requirements.

4. Return of Promotional or Campaign Products

If the returned item was purchased as part of a promotional campaign that included a free product, both items must be returned. All items must meet the return conditions described in section 1.

5. Return of Packs/Kits

The return of packs or kits is only accepted if all items included in the pack/kit are returned. All products must meet the conditions defined in section 1.

6. Exchange for Different Sizes or Products

Exchanges are only available for products of equal or higher value, subject to stock availability. Items must be in perfect condition with original sealed packaging.

Exchange requests must be made within 14 days of receiving the order. Discounts or promotions applied to the original order are not guaranteed for exchanges, except when exchanging for a different color or size. Only one exchange per order is allowed.

LUEVER will coordinate pickup and delivery through a courier, with costs covered by the customer.

7. Return or Exchange Procedure

Step 1: Email info@luever.com with the completed form below:

I hereby notify you that I am withdrawing from the sales contract for the following item: [describe item purchased].
Reason:
Received on: //__
Customer name / Order number:
If payment was made by entity/reference, here is my IBAN for the refund: _______________

Step 2: Pack the item(s) in appropriate packaging (you may reuse the original) and send them to:

LUEVER
Apartado 252
Rua Dr. Vitorino de Sá nº2
4520-999 Santa Maria da Feira
Portugal

Step 3: After receiving and inspecting the product(s), LUEVER will inform the customer and process the refund as described.