Refund policy

Returns

We know things don't always go to plan so we do accept returns. If you've changed your mind about the purchase we can give you a refund, no problem - just send us the item(s) in the original packaging & state (i.e. unworn, unused & unaltered) within 30 days of receipt for a full refund (not including the original postage cost). You will need to cover the cost of return postage in this instance.

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While we’re super confident about our products in the unlikely event you aren’t happy with the performance due to a fault or if the item does not match the description just get in touch to let us know what's gone wrong. We'll likely ask you to send any item(s) back to us for a full, no quibble refund within 30 days of receiving your order. 

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*Please review our delivery timelines so you know when to expect your parcel*

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Exchanges (for unused/unworn items, eligible within 30 days of receipt)

Use the Contact Us page or email hello@lavacap.co.uk to request an exchange stating your order number, reason for exchange and what you'd like to swap your item(s) for. If there is a price difference between the new and original item(s) we will send you an invoice or issue a partial refund after receiving the original item(s), this may occur up to 10 working days after we initially receive the item.

• If you have changed your mind or ordered an incorrect item you will need to cover the subsequent shipping costs

• If you'd like to replace a defective or damaged item then be sure to Contact Us by filling in the contact form on our website or email hello@lavacap.co.uk so that we can arrange this for you

• Exchange requests are only valid when received within 30 days of receipt

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Refunds (for unused items, eligible within 30 days of receipt)

Use the Return Item page to request a refund if you’d like to return an item stating your order number and reason for the refund. Once we have heard from you we will confirm whether you are eligible for a refund and then you can go ahead and return the item(s) to Luxeriva, Kemp House, 128 City Road, London, EC1V 2NX.

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• Change of mind items must be returned to us within 30 days of receipt to qualify for a refund not including the cost of the Return P&P. Please note that you will be responsible for paying for the return postage cost.

• Faulty products must be returned within 30 days of receipt to qualify for a refund, please do get in touch with us if you feel something isn’t as expected.

• Gentle reminder: please contact us before returning any items so that we are in the loop with any return deliveries

• The returned goods remain your responsibility until we receive them back so be sure to use a trackable postage method so you can monitor the parcel while in transit. If your returned items have not reached us within the time frames stated by your courier please get in touch with them to open an enquiry

• Once your returned item(s) are received by us we will send you an email to notify you that we have received your returned item(s). We will also notify you of the outcome of your refund request via email usually within 10 days of receiving the item.

• If approved, refunds are automatically issued to the same payment method used in the original purchase, and generally refunds can take up to 5 working days in the UK but this does vary depending on your payment method issuer.

• If you haven’t received your refund from us within the expected time frame suggested above:

  • Check your bank account again

  • Contact your card company, it may take some time before your refund is officially posted on your account

  • Contact your bank. There is often some processing time before a refund is posted.

  • If you’ve done all of this and you still have not received your refund yet, please contact us via the Contact Us form on our website or email hello@lavacap.co.uk

•  On occasion we may offer gift cards for sale, please note that these will not be eligible for return and as such are non-refundable

International Returns

• We are proud to serve customers worldwide but this means that the packaging of any returned item(s) should be marked as “Returned Goods” to avoid customs charges. If this is not done and we incur customs charge for your return this will be deducted from the amount refunded to you.

• Please note it may take longer for us to receive the item depending on where you are located so please bear with us while your item is on the way, and if you needed a replacement sooner then please get in touch - we can't promise we'll be able to do anything to speed things up but will look into it for you!