Return and Refund Policy

Last Updated: December 27, 2025

At Luvvies, we stand behind the quality of every plush companion we create. This policy outlines your rights and our process for returns, exchanges, and refunds in clear, straightforward terms.

Please read this policy carefully before making a purchase. By completing your order, you acknowledge and agree to these terms.

1. Our Quality Guarantee

Every Luvvies product is crafted with premium materials and careful attention to detail. We guarantee that your plush companion will arrive:

Free from manufacturing defects
Exactly as described on our website
Properly packaged with no visible shipping damage

If your item doesn’t meet these standards due to manufacturing defects or shipping damage verified through our inspection process, we’ll replace it or provide a full refund.

Important: All quality guarantee claims are subject to verification and must be supported by appropriate documentation as outlined in Section 9.

2. Return Eligibility & Timeframes

2.1 Standard Returns

You may return eligible items within 14 calendar days of delivery for any reason, provided they meet our condition requirements (Section 3) and are not listed as non-returnable (Section 4).

Critical Dates:

Day 0: Delivery date (confirmed by courier tracking)
Day 14: Final day to initiate return request by contacting us
Day 17: Final day to ship return (within 3 days of receiving RA number)

Returns initiated after Day 14 will not be accepted under any circumstances.

2.2 Extended Holiday Returns

Orders placed during designated holiday periods qualify for extended returns:

Eid-ul-Fitr Season: Specific dates announced on our website 30 days in advance
Eid-ul-Adha Season: Specific dates announced on our website 30 days in advance

Eligible orders receive a 21-day return window from delivery date instead of 14 days. Exact dates are posted on our website and included in promotional materials before each season.

2.3 Proof of Purchase Required

All returns require valid proof of purchase from Luvvies.pk:

Order confirmation email
Order number
Purchase receipt

Items purchased from unauthorized resellers, marketplace sellers, or other retailers cannot be returned to Luvvies and will be rejected.

3. Condition Requirements for Returns

To ensure fairness to all customers and maintain quality standards, returned items must meet ALL of the following requirements:

✓ Mandatory Return Conditions

Unused and Unwashed:

Item must not have been used, played with, washed, or altered
No signs of wear, handling, or use

Original Tags and Labels:

All Luvvies hang tags must be attached and intact
Sewn-in care labels must be present and uncut
Security tags (if applicable) must be unremoved

Original Packaging:

Item must be in original Luvvies packaging
All accessories, tissue paper, cards, and inserts included
Box or packaging must be undamaged and suitable for resale

Pristine Condition:

No stains, marks, odors, or discoloration
No tears, pulls, loose threads, or damage
No pet hair, dander, or evidence of pet exposure
No exposure to smoke, perfume, or strong odors
No water damage or moisture exposure

Identification Verification:

Item must match original shipped product (verified by our identification system)
Any tampering with product tags or identifiers will result in rejection

✗ Items That Cannot Be Returned

Returns will be rejected and returned to sender at customer’s expense if items:

Show any signs of use or wear
Have been washed, altered, or modified
Have removed, damaged, or missing tags
Have been exposed to pets or smoke
Smell of perfume, smoke, or other odors
Are returned in damaged or unsuitable packaging
Are outside the return window
Are personalized or custom-made (see Section 4)
Do not match original shipped item
Are listed as non-returnable (see Section 4)

Our returns team will inspect all items. Items that don’t meet these requirements will be returned to you at your expense, and no refund will be issued. Inspection decisions are final.

4. Non-Returnable Items

The following items are FINAL SALE and cannot be returned or exchanged under any circumstances:

4.1 Permanently Non-Returnable

Custom and Personalized Items:

Any plush toy with embroidered names, messages, or custom details
Made-to-order items created to customer specifications
Products with custom color combinations or modifications

Exception: If WE made an error in customization (wrong spelling, wrong details), we will replace at no cost with proof of error.

Final Sale Items:

Products marked “FINAL SALE” on product page, cart, and checkout
Clearance items discounted 50% or more from original price
Discontinued or closeout products

Gift Cards and Store Credit:

E-vouchers, gift cards, and store credit cannot be returned or refunded

Sale Items:

Products discounted 25% or more are marked “SALE – Store Credit Only”
These items CAN be returned within 7 days for store credit ONLY
No refunds to original payment method for sale items
All condition requirements still apply

4.2 Return Restrictions

Gift Sets and Bundles:

Must be returned complete with ALL items in original condition
Partial returns of bundle components not accepted
Bundle packaging must be intact

4.3 Final Sale Disclosure

All non-returnable items are clearly marked:

“FINAL SALE – No Returns or Exchanges” on product page
Red badge or notification in shopping cart
Confirmation checkbox at checkout
Listed on order confirmation email

By completing purchase of final sale items, you acknowledge and accept this no-return restriction.

4.4 Legal Rights

Your statutory consumer rights under Pakistani consumer protection laws remain unaffected by this policy and take precedence where applicable.

5. How to Initiate a Return

Step 1: Contact Us (Within 14 Days of Delivery)

Initiate your return request through one of these methods:

Email: info@luvvies.pk (Subject: “Return Request – Order #[YOUR ORDER NUMBER]”)
Phone: +92-333-5028358 (Monday-Saturday, 10 AM – 6 PM)
WhatsApp: +92-333-5028358
Account Dashboard: Log in and submit return request

Required Information:

Order number
Item(s) you wish to return
Reason for return (select from: Wrong size/color, Changed mind, Quality issue, Defective item, Damaged in shipping, Other)
For damage/defect claims: Photos as specified in Section 9

Step 2: Receive Return Authorization (RA) Number

We typically respond within 24-48 business hours (up to 72 hours during peak periods).

You will receive an email containing:

Return Authorization (RA) Number (required – returns without RA numbers cannot be processed)
Return shipping address
Packing instructions
Prepaid return label (only for damaged/defective items we’ve approved)
Deadline to ship return (3 days from RA email date)

CRITICAL: Do not ship items without an RA number. Returns arriving without RA numbers will be refused and returned to sender at your expense.

Step 3: Pack Your Return Securely

Packing Requirements:

Place item in original Luvvies packaging with all tags attached
Print your RA number confirmation email and place inside package
Write RA number clearly on outside of package in permanent marker
Seal package securely with packing tape
Remove or cover any old shipping labels

Do not write directly on original product packaging. Use a sealed outer shipping box or courier bag.

Step 4: Ship Your Return

For Change-of-Mind Returns (You Pay Shipping):

Use TCS, Leopards, or M&P courier service (recommended)
Choose trackable shipping method (required)
Insure packages over Rs. 5,000 (strongly recommended)
Obtain and keep tracking number and receipt
Ship within 3 days of receiving RA number
Send to address provided in RA email

For Defective/Damaged Returns (We Pay Shipping):

Use prepaid label provided in RA email
Follow courier pickup instructions
Keep copy of waybill/receipt

Important Deadlines:

Returns must be shipped within 3 calendar days of receiving RA number
Returns shipped after this deadline may be rejected
Returns not received within 21 days of RA issue will be considered abandoned

Liability: Luvvies is not responsible for items lost or damaged during return shipping when you arrange the courier. This is why trackable, insured shipping is required.

Step 5: Track Your Return

When We Receive Your Return:

Email confirmation sent within 12 hours of receipt
Inspection conducted within 3-5 business days
Inspection results notification sent via email
Refund processed if return approved (see Section 8)

You can check return status:

Log into your account dashboard
Email info@luvvies.pk with your RA number
Track courier shipment until marked “Delivered” to our warehouse

6. Exchanges

We’re happy to exchange items for a different size, color, or design, subject to availability and meeting all return conditions.

6.1 How Exchanges Work

Follow return process (Section 5) and select “Exchange” as reason
Specify which item you’d like to receive instead (size, color, design)
We’ll confirm availability and reserve item for you
Ship your return following standard process
Upon receipt and inspection approval, we ship your exchange

6.2 Exchange Shipping Costs

Customer Pays Return Shipping:

Change of mind (wrong size/color selected)
Style preference changes
Standard exchanges

Luvvies Pays Return Shipping:

Defective or damaged items (verified)
Wrong item shipped by us
Manufacturing defects

Luvvies Pays Outbound Shipping:

We cover shipping the exchange item to you (all exchanges)

6.3 Exchange Processing Time

Inspection: 3-5 business days after receipt
Exchange shipment: 1-2 business days after approval
Total timeframe: 7-14 business days from when you ship return

6.4 Exchange Limitations

Exchanges subject to stock availability
If desired item unavailable, you’ll be offered refund or alternative
Sale items can only be exchanged for other sale items of equal or lesser value
Final sale items cannot be exchanged
Each item can be exchanged once only (no multiple exchanges)

7. Return Shipping & Costs

7.1 Who Pays Return Shipping?

You Pay Return Shipping For:

Change of mind returns
Wrong size or color (your selection error)
Style or preference changes
Any standard returns within 14-day window

Typical Return Shipping Costs:

Major cities to Mansehra: Rs. 250-400
Karachi to Mansehra: Rs. 350-500
Other cities: Rs. 300-450

These are estimates only. Actual costs vary by courier service and package weight. Obtain quotes from TCS, Leopards, or M&P before shipping.

Luvvies Pays Return Shipping For:

Defective items (verified after inspection)
Damaged during shipping (verified with photos/video)
Wrong item sent by us
Item doesn’t match website description
Manufacturing defects

7.2 Return Shipping Requirements

Mandatory:

Use trackable courier service (TCS, Leopards, M&P recommended)
Obtain tracking number and keep receipt
Ship to address in RA email (do not ship to store without approval)

Strongly Recommended:

Insure packages valued over Rs. 5,000
Use signature-required delivery
Take photos of packaged item before shipping
Keep all courier receipts until refund received

7.3 Shipping Liability

Customer Responsibility:

Items lost or damaged during return shipping (when the customer arranges a courier)
Ensuring the correct shipping address is used
Proper packaging to prevent damage
Obtaining proof of shipment

Luvvies Responsibility:

Items lost or damaged when using our prepaid return labels
Processing approved returns promptly
Issuing refunds per our timeline

7.4 Return Shipping Address

Standard Return Address:
Luvvies Returns Department
Basement, House #117, Sector A
Ghazikot Township
Mansehra, Khyber Pakhtunkhwa
Pakistan

Phone: +92-333-5028358

Always verify address in your RA email before shipping. Do not use any other address.

8. Refund Methods & Processing Timeline

8.1 Refund Methods

Original Payment Method (Standard):

Credit/Debit Card: Refunded to the card used for the purchase
Bank Transfer: Refunded to the originating account
Cash on Delivery (COD): Bank transfer to the account you provide
Mobile Wallet: Refunded to the original wallet account

Store Credit (Alternative):

Available by customer request for change-of-mind returns
Mandatory for sale item returns (no other option)
Issued as account credit tied to your registered email
Non-transferable and cannot be sold or given to others
Valid for 12 months from issue date
No cash value; cannot be redeemed for cash
Issued at exact return value (1:1 ratio)
Reminder emails sent at 90 days and 30 days before expiration
Expired credits cannot be reinstated

8.2 Refund Processing Timeline

From the day we receive your return at our warehouse:

Stage	Timeline
Return received and logged	Day 0
Email confirmation sent to you	Within 12 hours
Quality inspection completed	3-5 business days
Inspection results notification	Within 24 hours of completion
Refund processed (if approved)	1-2 business days after approval
Funds appear in your account	5-10 business days*

Total timeframe: 10-17 business days from when you ship the return to receiving funds

*Bank processing times vary by financial institution. Credit card refunds typically appear in 5-7 business days. Bank transfers may take 7-10 business days. Mobile wallets may take 3-5 business days.

8.3 What’s Included in Full Refunds

Full refunds include:

Complete product purchase price
Original shipping costs (only if the item was defective/damaged and verified)
Applicable taxes and fees you paid

Full refunds do NOT include:

Return shipping costs (unless defective/damaged verified)
Gift wrapping fees
Rush processing fees
COD handling fees

8.4 Partial Refunds

We may issue partial refunds in the following situations:

Partial Refund Scenarios:

Item shows minor signs of handling but is resaleable (10-30% deduction)
Original packaging is damaged, but the item is perfect (10-15% deduction)
Tags are present but slightly damaged (5-10% deduction)
Minor issues that don’t prevent resale (case-by-case assessment)

Partial Refund Process:

We inspect the returned item and determine it qualifies for a partial refund
We email you with the partial refund amount and explanation
You have 48 hours to respond with one of three options:

Accept the partial refund (item will be donated or disposed of)
Request re-evaluation (secondary inspection conducted)
Decline and request item return (you pay return shipping costs)

If you request re-evaluation, we conduct a secondary inspection
Final determination is made after re-inspection
A partial refund is processed automatically if no response within 48 hours

Important:

Partial refunds are final once accepted or processed
If you decline the partial refund and request the item back, you must pay return shipping costs (typically Rs. 300-500, depending on location)
Items not meeting refund standards and not claimed within 7 days after the partial refund offer will be donated or disposed of
Once you accept a partial refund, the decision is final, and items cannot be returned to you

8.5 No Refund Situations

No refund will be issued if:

Item doesn’t meet condition requirements (Section 3)
Return is outside the 14-day window (or 21-day extended window)
Item is non-returnable (Section 4)
RA number was not obtained before shipping
The item doesn’t match the original shipped product
The item shows evidence of use, wear, washing, or damage
Return is deemed fraudulent after investigation

In these cases, the item will be returned to the sender at the customer’s expense, or disposed of if return shipping is declined.

8.6 Refund Notifications

You will be notified at each stage:

Return received (email with tracking confirmation)
Inspection completed (email with results)
Refund approved (email with amount and timeline)
Refund processed (email with transaction ID)

Check your spam/junk folder if you don’t receive expected emails.

9. Damaged or Defective Items

We take quality seriously. If your item arrives damaged or has a manufacturing defect, we’ll make it right—but proper documentation and return of the item are required.

CRITICAL POLICY: Return-First Verification Requirement

All damaged, defective, or incorrectly shipped item claims require return and physical inspection of the item before any refund, replacement, or store credit is issued. We do not provide value to customers without first receiving and verifying the product. This policy protects both our business and honest customers from fraud.

This policy applies to all situations without exception, including wrong items shipped by our warehouse.

9.1 Reporting Damaged/Defective Items

Report Within 24 Hours of Delivery (Critical Deadline)

Contact info@luvvies.pk immediately with subject line: “Damage Claim – Order #[NUMBER]”

9.2 Required Documentation

For ALL Damage/Defect Claims, You Must Provide:

1. Unboxing Video (Strongly Recommended, Required for Claims Over Rs. 5,000):

Continuous, unedited video from opening the package to revealing damage
Must show shipping box exterior before opening
Must show your face or voice, identifying the order number at the start
Must clearly show damage discovery
Must include timestamp (date/time visible)
Video must be provided within 24 hours of delivery

2. Photos of Shipping Box Exterior (Mandatory):

Intact shipping box before opening
All sides of the box are showing the condition
The courier delivery label is clearly visible
Any visible damage to the exterior

3. Photos of Damaged Item (Mandatory):

Multiple angles showing damage clearly
Close-up of the defect or damage area
Item with order confirmation/invoice visible in the same frame
Timestamp visible in photo metadata
Original tags still attached (visible in photos)

4. Courier Documentation:

Delivery receipt or tracking screenshot
POD (Proof of Delivery) from the courier
Notation on the delivery receipt if damage was visible at delivery

Claims without video evidence for items over Rs. 5,000 will require the return of the item for inspection before any refund or replacement is approved.

9.3 What Qualifies as Damaged/Defective?

Manufacturing Defects:

Torn seams or loose stitching (not caused by use)
Stuffing defects (lumpy, insufficient, or leaking)
Color defects or staining (present upon receipt)
Missing components or accessories listed in the description
Embroidery errors made by us
Structural defects affecting appearance or integrity

Shipping Damage:

Damage consistent with rough handling during transit
Visible damage to the shipping box correlating with item damage
Crushed or deformed packaging affecting the item
Water damage from shipping conditions

Does NOT Match Description:

Wrong size, color, or design shipped
Missing features described on the product page
Materially different from photos or description

9.4 What Does NOT Qualify?

Not Covered Under Damage/Defect Claims:

Damage occurring after delivery
Normal settling of stuffing (fluffing resolves this)
Vacuum packaging compression (item expands after unpacking)
Minor color variations from photos (monitor differences)
Subjective size expectations (“smaller than I thought”)
Buyer’s remorse or change of preference
Damage caused by the customer during the inspection
Issues not reported within 24 hours

9.5 Our Response to Verified Claims

Within 24-48 Hours of Receiving Complete Documentation:

After reviewing your documentation (photos/video), we will provide a prepaid return label and offer ONE of the following resolutions upon receipt and verification of the returned item:

Option A: Replacement

Return the item using the prepaid label we provide
Once we receive and verify the defect, we ship a replacement within 24 hours
Replacement shipped via expedited courier at our cost
No charge to you for replacement or shipping
The item must be received and inspected before replacement ships

Option B: Full Refund

Return the item using the prepaid label we provide
Once we receive and verify the defect, the refund will be processed within 3-5 business days
Includes full product price + original shipping costs + any taxes paid
Refund issued only after physical inspection confirms the defect

IMPORTANT: All damaged, defective, or incorrectly shipped item resolutions require return and verification of the original item. We do not issue refunds, credits, or replacements until the item is in our possession and has passed inspection. This policy applies to all claims without exception.

9.6 Verification and Inspection Process

All damage/defect claims undergo mandatory verification:

Phase 1: Documentation Review (24-48 hours)

Photo/video evidence assessment
Timestamp and metadata verification
Comparison with product specifications
Initial fraud screening

Phase 2: Prepaid Label Issuance

If documentation is sufficient, a prepaid return label will be sent
Return shipping instructions provided
Expected return timeline communicated
Tracking number monitored

Phase 3: Physical Inspection (Upon Receipt)

Item examined by quality control team within 24 hours (expedited) or 3-5 days (standard)
Verification that the defect matches the documentation
Assessment that damage is manufacturing/shipping related (not customer-caused)
Confirmation item hasn’t been used before damage occurred
Cross-reference with unique product identifiers

Phase 4: Resolution

If defect confirmed: Replacement shipped or refund processed per customer choice
If the defect is not confirmed: Customer notified with explanation and photos
If fraud is suspected: Item returned to the customer at their expense, account flagged

Items Must Be Returned Before Any Value Is Issued

No refunds processed until the item is received and inspected
No replacements shipped until the item is verified
No store credit issued until physical confirmation of the defect
This policy has no exceptions – it applies to all claims, including wrong items shipped, damaged items, and defective items

9.7 Expedited Claim Processing

We do not offer advance replacement or cross-ship programs. All resolutions require the return and verification of the original item first.

However, to minimize your wait time, we offer expedited processing for verified defect claims:

Expedited Processing Benefits:

Prepaid return label provided within 4 hours of claim approval
Priority inspection within 24 hours of item receipt (vs. standard 3-5 days)
Replacement shipped same-day or next-day after verification
Expedited outbound shipping at our cost
Dedicated support line for status updates

Eligibility for Expedited Processing:

Available to all customers with verified defect claims
Complete documentation provided (photos/video per Section 9.2)
Item in transit to us (tracking shows “shipped”)
Automatically applied to high-value items (>Rs. 10,000)

This expedited service ensures minimal delay while maintaining security protocols that require physical verification before issuing value.

10. Restocking Fees

10.1 Standard Returns (No Restocking Fee)

No restocking fee applies when:

Item returned within 14-day window (or 21-day extended window)
Item meets all condition requirements (Section 3)
Return properly authorized with RA number
Item is in perfect, resaleable condition

10.2 When Restocking Fees Apply

Restocking fees are deducted from refund amount in these situations:

Situation	Restocking Fee	Explanation
The item shows very minor handling marks	15%	We must repackage item
Tags present but damaged/bent (item perfect)	10%	Reduced resale value
Item shows very minor handling marks	10-20%	Assessed case-by-case
Sale items returned after 7-day window (within 14 days)	25%	Reduced marketability

Restocking fees do NOT apply to:

Defective or damaged items (verified)
Wrong items were shipped by us
Items that don’t match the website description
Items returned due to our error
Exchanges (no fee for exchanges)

10.3 Restocking Fee Notification

You will be notified of any applicable restocking fees:

By email after inspection
Before the refund is processed
With an explanation of the reason for the fee
With the final refund amount calculation

11. Gift Returns

11.1 Gift Receipts

Requesting a Gift Receipt:

Select “This is a gift” at checkout, OR
Email info@luvvies.pk within 7 days of purchase
Provide order number and gift recipient details

Gift Receipt Contents:

Item description and return policy
Order number for return tracking
Return instructions
No pricing information shown

Including Gift Receipt with Gift:

Print gift receipt from your order confirmation email
Place inside the package with the item
The recipient can return using the gift receipt without contacting you

11.2 Returning a Gift You Received

With Gift Receipt:

Contact us with the gift receipt order number
Follow standard return process (Section 5)
Receive store credit for the current selling price of the item
The original purchaser will not be notified
All condition requirements still apply

Without Gift Receipt:

Contact info@luvvies.pk with:

Photos of the item with tags attached
Approximate purchase date
Any packaging or card information

We’ll attempt to verify the purchase in our system
If verified, store credit will be issued for the current selling price (may be lower than the original)
If not verified, the return cannot be processed

11.3 If You Gave a Gift

Your Rights:

The gift recipient can return for store credit without your knowledge
You will not be notified of gift returns (privacy protection)
Original payment refund only if YOU initiate the return
Gift receipts allow recipients to return independently

11.4 Gift Return Limitations

All return eligibility and condition requirements apply
Gift returns must be within 14 days of delivery (or extended window)
Final sale items cannot be returned, even as gifts
Personalized/custom gifts cannot be returned unless we made an error

12. Return Fraud Prevention

Luvvies is committed to fair treatment of all customers while protecting our business from fraudulent activity.

12.1 Security Measures

All returns are subject to verification, including:

Product Authentication:

Unique identification tags/serial numbers on all products
Returns must match the original shipped item exactly
Verification against order records and shipment logs
Inspection for tampering or tag switching

Documentation Verification:

Photo and video metadata analysis (timestamps, editing detection)
Cross-reference delivery dates with claim dates
Courier tracking verification
Packaging consistency checks

Account Pattern Analysis:

Return frequency and percentage tracking
Damage claim pattern monitoring
Cross-reference with industry fraud databases
Purchase and return behavior analysis

12.2 Return Abuse Policy

What Constitutes Return Abuse:

Returning items after using, washing or altering them
Claiming damage for items damaged after receipt
Submitting false or doctored documentation
Excessive return rates (>40% of orders over 6 months)
Pattern of repeated damage claims
Purchasing with intent to return (wardrobing/renting behavior)
Tag switching or product substitution
Creating multiple accounts to circumvent restrictions
Claiming non-receipt when delivered (verified fraud)

Consequences of Return Abuse:

First Warning:

Written warning sent via email
Return flagged for enhanced inspection
Future returns may require additional documentation

Repeated Abuse:

Account placed on return restriction (no returns accepted)
Possible account suspension or termination
Outstanding orders may be cancelled
Store credit revoked

Severe or Fraudulent Abuse:

Permanent ban from the Luvvies platform
Refusal of all future orders
Legal action was pursued for fraud and theft
Reporting to credit agencies and law enforcement, where applicable
Collection actions for unreturned items or chargebacks

12.3 Fair Treatment

We Will Never:

Arbitrarily deny legitimate returns
Discriminate based on return history if the policy is followed
Penalize customers for exercising legitimate return rights
Refuse returns that meet all policy requirements

Good Standing Customers:

Customers with normal return patterns (<25% return rate) face no restrictions
Legitimate defect claims are always honored with proper documentation
Reasonable requests are accommodated whenever possible

12.4 Dispute Resolution

If you believe your return was unfairly denied:

Request Review: Email info@luvvies.pk with “Return Dispute” subject line
Provide Evidence: Submit any additional documentation supporting your claim
Management Review: Senior staff will conduct a secondary review
Final Decision: Communicated within 5-7 business days
Escalation: If unresolved, see Section 14 for further contact options

13. Frequently Asked Questions

Q: Can I return an item after washing it?
A: No, unfortunately, washed items cannot be returned for hygiene reasons. Items must be unused and unwashed with all original tags attached.

Q: What if I lost the tags but never used the item?
A: Items without original tags cannot be accepted as returns. Please keep all tags attached until you’re certain about your purchase.

Q: Can I return a personalized teddy bear if I made a spelling mistake?
A: Custom/personalized items are final sale. However, if WE made an error in the customization, we’ll gladly replace it at no cost.

Q: How long does the entire return process take?
A: From shipping your return to receiving your refund: typically 10-17 business days total (3-5 days for our processing + 5-10 days for bank processing).

Q: What if my return is lost in shipping?
A: This is why we require trackable shipping. If you have proof of shipping (tracking receipt), contact us immediately, and we’ll work with you to resolve the situation.

Q: Can I return items to your physical store?
A: Yes! Visit our Mansehra location during business hours (Monday-Saturday, 10 AM – 8 PM) with your order confirmation and a valid ID. You must still obtain an RA number before visiting by contacting info@luvvies.pk or calling ahead. Returns processed in-store receive refunds within 5-7 business days.

Q: Do you offer return pickup services?
A: Currently, we don’t offer pickup services for returns. Customers must ship returns using their preferred courier service with trackable shipping.

Q: What if I receive the wrong item?
A: If we shipped an incorrect item due to our warehouse error, contact us immediately with photos showing the wrong item received alongside your packing slip and order number (taken within 24 hours of delivery). We will provide a prepaid return label. Once we receive and verify the incorrect item, we will ship the correct item to you immediately at no cost via expedited courier. Our return-first policy applies to all situations, including wrong items shipped.

Q: Can I get a refund without returning the defective item?
A: No. All refunds, replacements, and store credits require return and physical verification of the item. We must inspect the defect to confirm it’s a manufacturing or shipping issue (not customer-caused damage). This policy applies to all claims without exception, including defective items, damaged items, and wrong items shipped.

Q: My item has a minor defect, but I still want to keep it. Can I get a discount?
A: No. We do not issue partial refunds or store credits for items you wish to keep. If an item has a defect, you must return it for a replacement or a full refund. We cannot verify defects without physical inspection.

Q: I’m a loyal customer with many orders. Can you send my replacement before I return the defective item?
A: No. Our return-first policy applies to all customers equally without exception to prevent fraud. However, we offer expedited processing for all defect claims (24-hour inspection vs. 3-5 days) to minimize your wait time. Once we receive your return, we ship replacements same-day or next-day via expedited courier at our cost.

Q: How do I know if my item qualifies for the extended holiday return window?
A: We announce extended return periods for Eid-ul-Fitr and Eid-ul-Adha on our website 30 days in advance. Eligible orders placed during these periods will show “21-Day Extended Returns” on the order confirmation email. The extended window is 21 days from the delivery date.

Q: Can I exchange a sale item for a regular-priced item?
A: Sale items can only be exchanged for other sale items of equal or lesser value. If you want a regular-priced item, you must return the sale item for store credit and place a new order.

Q: What happens to items that are rejected during inspection?
A: Items that don’t meet our condition requirements will be returned to you at your expense. You’ll receive an email explaining why the return was rejected, along with photos from our inspection. If you decline to pay return shipping, the item will be disposed of and no refund will be issued.

Q: Is store credit transferable to another person?
A: No. Store credit is non-transferable and tied to your registered email address. It cannot be sold, given away, or transferred to another account. Store credit expires 12 months from the issue date.

Q: Can I use multiple forms of payment for my refund?
A: No. Refunds are issued to the original payment method used for purchase. For split payments, refunds will be distributed proportionally to each payment method. COD orders receive bank transfer refunds to the account you provide.

14. Contact Us

Our customer experience team is here to help with your return questions and concerns.

14.1 Return Support

Email: info@luvvies.pk

Subject: “Return Request – Order #[YOUR NUMBER]” or “Return Question”
Response time: 24-48 business hours (up to 72 hours during peak periods)

Phone: +92-333-5028358
WhatsApp: +92-333-5028358
Business Hours: Monday – Saturday, 10:00 AM – 8:00 PM PKT

14.2 Return Shipping Address

Mail Returns To:
Luvvies Returns Department
Basement, House #117, Sector A
Ghazikot Township
Mansehra, Khyber Pakhtunkhwa
Pakistan

Include your RA number on the package exterior and inside.

14.3 In-Store Returns

Store Location:
Luvvies Retail Store
Basement, House #117, Sector A
Ghazikot Township
Mansehra, KP

Hours: Monday – Saturday, 10:00 AM – 8:00 PM

In-Store Return Requirements:

Contact us for RA number before visiting (required)
Bring the order confirmation email or receipt
Bring a valid ID matching the order name
The item must meet all the condition requirements
On-site inspection conducted
Refunds processed within 5-7 business days to the original payment method

14.4 Important Reminders

Before Contacting Us:

Have your order number ready
Review this return policy thoroughly
Prepare required documentation (photos/video for damage claims)
Check your spam folder for our previous responses

Response Times:

General inquiries: 24-48 business hours
Return authorization: 24-48 business hours
Damage claims: 24-48 hours after receiving complete documentation
Refund status: Check your account dashboard or email info@luvvies.pk

Our Commitment to You

At Luvvies, we believe shopping for plush companions should be joyful and risk-free. This policy is designed to be fair, transparent, and protective of both our customers and our business integrity.

We honor legitimate returns promptly and fairly. We appreciate your understanding of the security measures necessary to prevent fraud, which allows us to keep prices competitive and maintain exceptional quality for all customers.

Thank you for choosing Luvvies. Your satisfaction and trust are our priority.

This Return and Refund Policy was last updated on December 27, 2025.

Luvvies reserves the right to update this policy at any time. Material changes will be communicated via email to registered customers. Continued use of our services after changes constitutes acceptance.

Your statutory consumer rights under Pakistani law remain unaffected by this policy and take precedence where applicable law provides greater protections.

Related Policies

For complete information about shopping with Luvvies, please also review:

Terms and Conditions – Governing use of our website and services
Shipping Policy – Delivery timeframes, costs, and procedures
Privacy Policy – How we collect, use, and protect your personal information

Effective Date: December 27, 2025
Next Review Date: June 27, 2026

For questions about this policy, contact our customer experience team at info@luvvies.pk or +92-333-5028358.