Refund policy

Refund, Replacement & Order Resolution Policy

Last updated: August 29, 2026

We want every LAVENZORA order to arrive as expected. When something is genuinely wrong, our approach is simple: tell us promptly, share the available details, and our team will review the issue carefully and guide you to the appropriate next step. LAVENZORA is operated by AVRYNEL LLC.

1. Our Resolution-First Process

Order issues are handled directly through our digital claim review. If something is wrong, contact us before taking any further action and keep the item, packaging, and shipping label available while we review the issue.

Do not send a product back before contacting us and receiving written return authorization. A claim is not approved merely because it has been submitted, and sending an item without our written instructions does not create a right to a refund.

If, after reviewing an eligible claim, we determine that a physical return is appropriate, we will provide the authorized return address and case-specific instructions. The business address and the original sender address shown on a parcel are not return addresses unless we expressly confirm otherwise in writing.

2. Change of Mind and Ordering Mistakes

Completed sales are final for change-of-mind purposes. We do not provide a refund, replacement, or exchange because a customer:

changed their mind or no longer wants the item;
prefers a different style, color, or size;
ordered the wrong item or quantity; or
found the item elsewhere at a different price.

Please review the product description, measurements, material information, color, quantity, delivery estimate, and shipping address carefully before ordering.

This section does not limit a mandatory cancellation, withdrawal, return, conformity, or other consumer right that applies under the law where you live.

3. Issues Eligible for Review

We will review claims that an order:

arrived materially damaged or with a manufacturing fault present at delivery;
contained an incorrect item, color, size, or quantity compared with the accepted order;
was missing an item or essential component;
was materially different from the description that applied when the order was placed; or
was not delivered, subject to the tracking and investigation process in our Shipping & Delivery Policy.

A minor variation in color, texture, finish, measurement, placement, or packaging that is reasonably consistent with the product description and normal screen, photographic, natural, or manufacturing variation is not by itself a material defect.

4. Claim Notification Period

For visible damage, an incorrect item, missing contents, or a material description issue, contact us as soon as possible and no later than 7 calendar days after delivery.

The 7-day period helps us preserve carrier and fulfillment evidence. It does not replace a longer non-waivable right that applicable law gives you. If a problem could not reasonably have been discovered within 7 days, contact us promptly after discovering it and explain when and how it became apparent.

5. Evidence We May Request

To review a claim, we may reasonably request:

your order number and the email used at checkout;
a clear description of the issue;
photographs or video of the full item and the specific issue;
photographs of the packaging, shipping label, and all items received;
measurements where size or dimensions are disputed;
carrier correspondence, a non-delivery statement, or confirmation of a delivery-location search; and
other information reasonably needed to verify the order and issue.

Please keep the item, packaging, shipping label, and accessories for at least 14 calendar days after submitting a claim, or until we confirm that the review is complete. Do not destroy, alter, repair, or dispose of relevant evidence while the claim is under review.

If the requested information is reasonably available but not provided, we may be unable to verify or approve the claim.

6. Review Process

Submit a claim through our Contact page. We aim to acknowledge it within 1 business day and provide an initial outcome or request for additional information within 3 business days.

We may compare the claim with the product page, order record, payment record, fulfillment record, carrier tracking, delivery evidence, prior support history, and any evidence you provide. Complex carrier or fraud investigations may take longer; if so, we will keep you informed.

7. Available Remedies

If we approve a claim, the appropriate remedy depends on the nature and extent of the issue, stock availability, applicable law, and the evidence. A remedy may include:

replacement of the affected item or missing component;
a full refund for the affected item;
a partial refund proportionate to a minor confirmed issue, with your agreement;
store credit, only if you choose it; or
another remedy required by applicable law.

We do not promise a particular remedy before completing the review. Where applicable law gives you the right to choose a remedy, that right controls.

Approved monetary refunds are issued to the original payment method. Store credit will not replace a refund where applicable law requires a monetary refund.

If We Authorize a Physical Return

Return routing may depend on the item, delivery country, and nature of the approved claim. For that reason, we do not publish a general return address. If we select or require a physical return as part of an approved resolution, we will provide written authorization that identifies the correct destination, required reference details, packing or carrier instructions, the deadline, and who is responsible for the authorized shipping cost.

Only ship to the address and by the method stated in that authorization. An unauthorized, late, misdirected, or non-compliant shipment may be refused or may not qualify for reimbursement, except where applicable law requires otherwise. We are not responsible for a product sent without our written return instructions to the extent permitted by law.

8. Situations Not Covered

Unless applicable law requires otherwise, this policy does not cover:

change of mind, personal preference, or an ordering mistake;
ordinary wear, tarnishing, scratches, or changes caused by use, environment, water, chemicals, cosmetics, storage, or failure to follow care instructions;
accidental damage, misuse, alteration, repair, or loss after delivery;
a minor variation disclosed or reasonably inherent in the product;
damage limited to external packaging when the item itself is unaffected;
delivery failure caused by an incorrect or incomplete address, refusal, non-collection, or failure to complete customs or carrier requirements;
a claim that cannot be reasonably verified because relevant evidence was discarded, altered, or withheld; or
a request submitted outside the stated period, except where a non-waivable right applies.

This policy does not create a separate product warranty. Any mandatory warranty or conformity right provided by applicable law remains unaffected.

9. Order Cancellations and Changes

You may request a cancellation or change within 2 hours after placing the order. We will make a reasonable effort to help, but we cannot guarantee a change once processing has started.

If we confirm a cancellation before processing, we will refund the amount due to the original payment method. If processing has started or the order has shipped, the final-sale and claim rules in this policy apply.

If we cannot ship within the promised time, we will contact you with an updated estimate and the cancellation and refund options required by applicable law.

10. Refund Timing

Approved refunds are issued to the original payment method within 5 business days after approval.

Your bank or card issuer may need an additional 5–10 business days to post the credit. Processing times vary by financial institution and country.

If the expected posting period has passed, contact your bank or card issuer first. If the credit is still missing, contact us through our Contact page with your order number.

11. Shipping Charges, Duties, and Taxes

Shipping charges, import duties, taxes, brokerage fees, and currency-conversion or bank fees are not refundable for a change-of-mind or customer-caused issue.

If we cancel an unshipped order because we cannot fulfill it, or if an approved claim requires a refund, we will refund the amounts required by applicable law based on the affected order or item.

12. Fair Use and Fraud Prevention

We may review unusual claim patterns, duplicate claims, item substitution, altered evidence, suspected fraud, or abuse of promotions or payment disputes. Where permitted by law and after a manual review, we may decline an unverified or ineligible claim, limit future purchases, or suspend an account.

We may preserve relevant records and provide truthful evidence to a payment provider, card network, carrier, regulator, or law-enforcement authority where reasonably necessary. We will not use this section to remove a non-waivable consumer right.

13. Your Legal Rights

This policy is in addition to any mandatory rights available to you under the law where you live. Nothing in this policy excludes, restricts, or replaces a right that cannot legally be waived.

14. Changes to This Policy

We may update this policy to reflect changes in our products, operations, service model, fraud controls, legal obligations, or customer-support processes. We will post the revised version and update the "Last updated" date. Material changes apply prospectively unless applicable law permits or requires otherwise.

The version presented or linked when an order was placed generally governs that order. We will not use a later version to remove a right that had already arisen under an earlier version or applicable law.