Politique de remboursement

Refund Policy

We want you to be happy with your Luanavy order. Please read this policy before you buy.

Change of mind

We do not accept returns or offer refunds for change of mind, including choosing the wrong size, colour or style. Please check product descriptions and size charts carefully before ordering.

Damaged, faulty, wrong or missing items

If your item arrives damaged, faulty or not as described, or you receive the wrong item or part of your order is missing, we will arrange a replacement or a refund.

To make a claim, email luanavyshopifystore@gmail.com within 25 days of receiving your order and include:

your order number
a short description of the problem
clear photos or a video showing the problem, the item and the packaging

Claims made after 25 days may not be accepted. In most cases you will not need to send the item back. If we do need it returned, we will tell you how.

Order not received

If your order has not arrived within 20 business days of ordering, please contact us and we will investigate with the courier. If the parcel is confirmed lost, we will send a replacement or give you a refund.

Cancellations

You can cancel your order within 12 hours of placing it by emailing us, as long as it has not been processed yet. After that, orders are already being prepared and cannot be cancelled.

How refunds are paid

Approved refunds are made to your original payment method, usually within 5–10 business days after approval. If you paid with Afterpay, the refund is applied to your Afterpay account and your remaining payments are adjusted. Shipping fees are refunded only if the whole order was faulty, wrong or lost.

Your rights under New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Contact

Luanavy, West Harbour, Auckland 0618, New Zealand.

Email: luanavyshopifystore@gmail.com