Refund policy
Return & Refund
Last updated: 03 August 2026
At luvkern, we want you to be happy with your purchase. In addition to your statutory consumer rights, we offer a 30-day return policy on eligible products.
This means you have 30 days from the date you receive your item to request a return, subject to the conditions and exclusions below.
Nothing in this policy affects your statutory rights under UK consumer law.
1. 30-Day Return Policy
To request a return under our 30-day return policy, please contact us within 30 days of receiving your item at:
Please include your:
1) name;
2) order number; and
3) item you wish to return.
Providing a reason for your return can help us improve our service but is not required where you are exercising a statutory right that does not require one.
Please do not send any item back before contacting us. We will provide the appropriate return instructions and, where applicable, the correct return address.
2. Return Eligibility
To qualify for our 30-day change-of-mind return policy, items should normally be:
1) in the same condition in which you received them;
2) unworn and unused beyond what is reasonably necessary to inspect them;
3) returned with original tags attached; and
4) returned with original packaging where applicable.
You may be asked to provide your receipt, order confirmation or other proof of purchase.
If an item has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.
3. UK Statutory Cancellation Rights
Our 30-day returns policy is in addition to your statutory consumer rights.
For eligible online purchases, UK consumers generally have the right to notify us that they wish to cancel their purchase within 14 days after receiving the goods, without having to provide a reason.
After notifying us of your statutory cancellation, you will generally have a further 14 days to return the goods.
To exercise this right, contact:
You do not need to use any particular wording, but you should clearly tell us that you wish to cancel your purchase.
4. Return Shipping Costs
For a return made because you have changed your mind, you will normally be responsible for the direct cost of returning the item unless we tell you otherwise.
If your item is faulty, damaged, incorrect or not as described, we will deal with reasonable return costs in accordance with your statutory rights.
We recommend using a tracked delivery service and retaining proof of postage until your return and refund have been completed.
5. Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your product is damaged, faulty, defective, incorrect or materially different from its description, please contact us as soon as reasonably possible:
Please provide your order number and details of the issue.
We may ask for photographs of the product and packaging to help us investigate the problem.
Where your product does not meet the standards required by UK consumer law, you may be entitled to a refund, repair, replacement or another appropriate remedy depending on the circumstances.
These rights are separate from our 30-day change-of-mind return policy.
6. Exceptions and Non-Returnable Items
Certain products may not qualify for change-of-mind returns where an applicable legal exception applies.
This may include:
1) personalised or customised products;
2) certain sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
3) certain intimate or hygiene-sensitive products where an applicable hygiene exception applies;
4) pierced jewellery supplied in sealed hygiene packaging once that seal has been broken; and
5) gift cards, where applicable.
Please contact us at info@luvkern.co.uk if you are unsure whether a particular item can be returned.
These exclusions do not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
7. Sale and Promotional Items
Sale and promotional items may be returned in accordance with this policy unless a specific return exception applies.
Your statutory consumer rights are the same whether an eligible product was purchased at full price or at a discounted price.
Where a product was discounted specifically because of a fault that was clearly brought to your attention before purchase, your rights regarding that particular disclosed fault may differ.
8. Exchanges
If you would like a different size, colour or product, the quickest option is usually to return your eligible item and place a separate order for the replacement.
This helps avoid your preferred item becoming unavailable while your return is being processed.
9. Refunds
Once we receive and inspect your return, we will notify you about your refund.
Where a refund is due, it will normally be issued to your original payment method.
Where you exercise your statutory cancellation right, we will provide the refund without undue delay and within the timeframe required by applicable UK consumer law.
For returned goods, this will generally be within 14 days after we receive the goods back or, if earlier, after you provide evidence that you have returned them.
Your bank, card issuer or payment provider may take additional time to show the refund in your account after we have processed it.
10. Original Delivery Charges
Where you exercise your statutory right to cancel an eligible order, we will also refund the applicable standard delivery charge you originally paid.
If you chose a delivery service that was more expensive than our least expensive standard delivery option, we are not required to refund the additional cost of that upgraded service.
Different circumstances may apply where only part of an order is returned.
11. Multiple Packages
Some luvkern orders may be dispatched separately and arrive in more than one package.
Where products forming part of the same relevant order are delivered separately, the statutory cancellation period may run from receipt of the final relevant item where applicable under UK consumer law.
12. How to Request a Return
To request a return:
Email: info@luvkern.co.uk
Please provide your order number and identify the item or items you wish to return.
We will review your request and provide the appropriate return instructions and return address where applicable.
Please do not send products back without first contacting us.
13. Contact Us
If you have questions about a return, refund, exchange or damaged product, please contact:
luvkern
Website: luvkern.co.uk
Email: info@luvkern.co.uk
Customer enquiries: 07903 799217
Nothing in this Returns & Refund Policy is intended to exclude, restrict or replace your statutory consumer rights.