Return Request Period

Customers must submit an eligible return request within 48 hours of receiving the order.

Requests submitted after the 48-hour period may not be eligible for return, replacement or refund unless otherwise required under applicable law.

To help us process your request, please provide your order information, contact number and details of the issue.

Eligible Returns

A product may be considered for return if the request is submitted within the applicable return window and the product meets our eligibility requirements.

• The product is unused and has not been sprayed or tested.
• The original packaging is intact and reasonably undamaged.
• The product received is different from the product ordered.
• The product arrived damaged or with a verified defect.
• The return request is submitted within 48 hours of delivery.

Products That Cannot Be Returned

Due to the personal-use nature of fragrance products, certain products are not eligible for standard return.

• Perfume that has been opened and sprayed.
• Perfume that has been tested or used.
• Products damaged after delivery due to customer handling.
• Products returned without the original packaging where the packaging is necessary to verify the product.
• Returns requested solely because the customer does not personally like the fragrance after opening or using it.

Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, incomplete or different from what you ordered, please contact Luvio within 48 hours of delivery.

A clear, continuous unboxing video is required to verify claims related to damaged, defective, missing or incorrect products.

The video should clearly show:

• The parcel before it is opened.
• The outer packaging and delivery package.
• The opening of the parcel without interruption.
• The product and the issue being reported.

Return Approval

Submitting a return request does not automatically mean that the return has been approved.

Our customer support team may review the order information, product condition, photos, videos and other relevant details before approving a return, replacement or refund.

We may request additional information where reasonably necessary to verify the claim.

Return Process

If your return request is approved, our support team will provide the applicable instructions for returning the product.

Customers should not send a product back without first contacting Luvio and receiving return instructions.

The returned product should be packed securely to prevent additional damage during transit.

Refund Eligibility

A refund may be approved after Luvio verifies the relevant return or issue.

Depending on the circumstances, we may offer an appropriate solution such as:

• Replacement of an eligible damaged or incorrect product.
• Refund of an approved eligible purchase.
• Another appropriate resolution agreed between the customer and Luvio.

How Refunds Are Sent

Where a payment was made through a mobile financial service or another identifiable payment account, an approved refund will normally be sent to the same number or account from which the original payment was received.

This may include payments made through bKash, Nagad or other supported payment channels.

If refunding to the original payment source is not technically possible, our customer support team may verify an appropriate refund destination with the customer.

Cash on Delivery Refunds

Cash on Delivery orders do not have a prepaid payment source to which funds can automatically be returned.

If a refund for a Cash on Delivery order is approved, our customer support team may request and verify an appropriate bKash, Nagad or other supported refund account.

Customers should provide accurate refund information when requested.

Refund Processing Time

Once a refund is approved and initiated by Luvio, the time required for the funds to become available may depend on the bank, mobile financial service, card network or payment provider involved.

Any processing timeframe communicated by our support team is an estimate and may be affected by third-party payment processing systems.

Shipping & Return Costs

Responsibility for return shipping or additional delivery costs may depend on the reason for the return.

For a verified incorrect, damaged or defective product caused before or during delivery, Luvio will determine the applicable return or replacement arrangement.

For other eligible return situations, any applicable courier or return delivery cost will be communicated before the return is processed.

Exchange or Replacement

In certain eligible cases, Luvio may offer a replacement instead of a refund.

Replacement eligibility depends on the nature of the issue, verification of the claim and product availability.

If the same product is unavailable, our support team will communicate the available options.

Fragrance Performance

Fragrance longevity, projection and scent perception vary from person to person depending on skin type, body chemistry, environment, weather and application method.

Differences in personal perception or performance alone do not necessarily indicate that a fragrance is defective.

Changes to This Policy

Luvio may update this Return & Refund Policy when our business operations, products, courier arrangements, payment methods or applicable requirements change.

The latest version published on our website will apply to future return and refund requests.

Request a Return or Refund

To request assistance with a return, damaged product, replacement or refund, contact Luvio Customer Care with your order details.