Refund & Return Policy

We want you to be happy with your purchase. Please read this policy carefully before ordering.

Return Window

You may request a return within 14 days of receiving your order, subject to the conditions below.

Eligible Items

Items must be unused, in original condition, and in original packaging. Proof of purchase is required.

Non-Returnable Items

The following items cannot be returned for hygiene, safety, or product integrity reasons:

• Gua sha tools, ice rollers, and any skincare or body-contact items that have been opened or used
• Jaw trainer / jaw exercise balls that have been opened or used
• Candles or items with wax that have been lit or used
• Perishable or consumable items
• Items marked as "Final Sale" or "Non-returnable" on the product page
• Customized or personalized items

This policy is consistent with EU consumer rights exemptions for hygiene goods (EU Directive 2011/83/EU, Article 16(e)).

Damaged or Defective Items

If your item arrives damaged or defective, contact us within 48 hours of delivery with photos. We will arrange a replacement or refund at no cost to you.

Wrong Item Received

If you received the wrong item, contact us immediately. We will correct the order at our expense.

Refund Process

Approved refunds are processed within 5–10 business days to your original payment method. Shipping costs are non-refundable unless the return is due to our error.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item. We recommend using a tracked shipping service — we are not responsible for lost return parcels.

International Returns

International customers are responsible for any customs fees, duties, or taxes associated with return shipments. Original shipping costs and any import duties paid are non-refundable.

EU Consumer Rights

If you are an EU consumer, you may have a statutory right of withdrawal within 14 days of receiving your order for eligible items, in accordance with EU Directive 2011/83/EU. This right does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

How to Initiate a Return

Contact us at lovenestly.com/pages/contact with your order number, reason for return, and photos if applicable. Do not send items back without prior authorization.