Refund policy
6. Cancellation of orders
6.1 At the User's request
The User may cancel their order by contacting My Luvide at the telephone number or by e-mail with the order number, which will be accepted as long as the order has not yet been processed. Once the order has been processed, My Luvide will try to deliver it, but the User has the option of not accepting it.
For the purposes of cancellation, the User must provide My Luvide with the following information:
1. a) Order number
2. b) VAT number with which the order was placed and delivery address
6.2 By decision of My Luvide
My Luvide reserves the right not to process orders when it finds any inconsistency in the personal data submitted or observes misconduct on the part of the buyer. My Luvide reserves the right not to process any order or refund in the event of errors in the values and/or characteristics of the products, when these are the result of technical problems or errors beyond the control of My Luvide.
7. Return (Right of cancellation)
7.1. The User, if they are a consumer, may exercise the right of withdrawal without any compensation being demanded, within 14 (fourteen) days of the day on which the consumer acquires physical possession of the goods.
To exercise this right, the User may use the form below, indicating all their identification details, the subscribed service they wish to terminate and the subscription date. The communication must be made by letter, by returning the purchased item, or by another suitable means that can be proved within the period defined above.
The consumer must return the goods to My Luvide in the proper conditions of use within 14 (fourteen) days from the date of the cancellation notice.
Termination form (you should only complete and return this form if you wish to terminate the contract)
- To [insert name, geographical address and e-mail address of professional]:
- I/we hereby give notice (*) that I/we withdraw (*) from my/our (*) contract of sale for the following goods/for the provision of the following service (*) - Ordered on (*)/received on (*) -
Name of consumer(s) - Address of consumer(s) - Signature of consumer(s) (only if this form is served on paper). (*) Delete as appropriate.
The packaging must be returned complete, as it was delivered and accompanied by all the documentation received, namely the following documents: sales invoice and the document proving receipt of the product. The packaging and the indicated documents must be sent free of charge to the following address:
My Luvide / Maria José Broas da Silva
Largo das Flores, 1 Vila Verde
2705-886 Sintra
Portugal
If the User opts for other forms of return, the respective postage costs will be their responsibility.
7.2 Upon receipt of the return at My Luvide, the User will be refunded the amount paid for the order (value of the sales invoice). If you have used a promotional discount code, this amount will not be refunded, i.e. the refund will only be for the amount actually paid.
7.3 The method of refund depends on the payment method used for the order. In the case of credit card and PayPal payments, these are credited to the respective accounts. In all other cases, when NIB information is provided, the refund is made to the bank account indicated. Refunds are made within 14 days of receipt of the cancellation notice and receipt of the return of the goods.
7.4 If any of the components of the item sold is missing, or if any of them is not in excellent condition, there will be no refund of the price or postage, and the product will be sent back to the original dispatch address.
8.4 Please note that we only accept one exchange per order. If you have any doubts about the size of the item, please contact us.
8. Manufacturing fault or change of item size
8.1 In the event of a ‘manufacturing defect’ or change size, the User must return the product, together with a copy of the invoice and the completed ‘Equipment Exchange/Return Request’ form, within a maximum of 14 calendar days from the date of the invoice, to the following address:
My Luvide / Maria José Broas da Silva
Largo das Flores, 1 Vila Verde
2705-886 Sintra
Portugal
If the User opts for other forms of return, they will be responsible for the respective postage costs.
8.2 In order for the product to be exchanged, you must ensure that the packaging is complete and contains all the components that make it up, in excellent condition.
8.3 If any of the aforementioned elements are missing, or if any of the components are not in excellent condition, no exchange will be made and the product will be sent back to the User.