Refund policy

Return and Refund Policy

Last updated: October 21, 2026

At Lovanima, we want you and your pet to be completely satisfied. This policy explains how to cancel an order, return a product, and request a refund.

For any inquiries, please contact us at help@lovanima.com and include your order number. We will respond within 48 business hours.

This policy supplements our Terms and Conditions of Sale and does not limit your statutory rights.

1. AT A GLANCE

30-day money-back guarantee, provided the product is returned complete, in the same condition as received, and in its original packaging.
14-day right of withdrawal, with no explanation required.
2-year statutory guarantee of conformity in the event of a defect.
Damaged or defective products, or incorrect orders: we will provide a solution at no additional cost to you.
Refunds within 14 days, issued to the original payment method.

2. CANCELLING AN ORDER BEFORE SHIPMENT

Changed your mind shortly after placing your order? Contact us as soon as possible at help@lovanima.com.

As long as your order has not been shipped, we will cancel it and issue a full refund.

Once your order has been shipped, you may still exercise your right of withdrawal (Section 4).

3. 30-DAY MONEY-BACK GUARANTEE

You have 30 days from the date you receive your order to change your mind.

If you are not satisfied with your purchase, we will refund you, provided the product is returned:

Complete (including the diffuser and any unopened, unused refills).
In the same condition as received, with no signs of wear or damage.
In its original packaging, in good condition.

Products returned incomplete, damaged, or with deteriorated packaging may be subject to a partial refund based on the reduction in value, or may be refused under this commercial guarantee.

How to request a return:

Email us at help@lovanima.com within 30 days of receiving your order, including your order number.
We will provide the return address by email. You must send the product back within 14 days of our response. Return shipping costs are your responsibility.
Once we receive and inspect the product, we will refund the product price and any shipping fees originally paid.

Important information:

This guarantee may only be used once per customer and household.
Opened or partially used refills cannot be returned or refunded for hygiene reasons.
During the first 14 days, your statutory right of withdrawal (Section 4) applies in all cases.
After the first 14 days, this guarantee is a voluntary commercial commitment from Lovanima. It is additional to your statutory right of withdrawal and legal guarantees and does not replace them.

4. RIGHT OF WITHDRAWAL (14 DAYS)

You have 14 days from the date you receive your order to change your mind, without having to provide a reason.

If your order is delivered in multiple packages, this period begins when you receive the final package.

To exercise your right of withdrawal, notify us of your decision using either of the following methods:

By email at help@lovanima.com.
By completing the standard withdrawal form provided at the end of our Terms and Conditions of Sale.

We will acknowledge receipt of your request by email.

You then have 14 days to return the product to the address we provide. Return shipping costs are your responsibility.

The product must be returned complete.

You may handle and test the product as you would in a physical store. However, you may be held responsible for any reduction in value resulting from handling or use beyond what is necessary to establish the product's nature and proper functioning.

5. DAMAGED OR DEFECTIVE PRODUCTS AND INCORRECT ORDERS

Has your package arrived damaged? Is your product not working properly? Or have you received the wrong item?

Contact us at help@lovanima.com with your order number and, if possible, a photo showing the issue.
We will offer a replacement or refund, depending on your preference and product availability.
If a return is necessary, we will cover the return shipping costs.

These requests are covered by the statutory guarantee of conformity (2 years from the date of delivery) and the legal warranty against hidden defects.

They are not restricted to the 30-day return period.

Failing to report damage or make reservations with the carrier upon delivery does not affect these rights.

6. LOST OR UNDELIVERED PACKAGES

If your package has not arrived within the estimated delivery timeframe, or if tracking information has stopped updating, please contact us at help@lovanima.com.

We will open an investigation with the shipping carrier.

If the package is confirmed lost, we will either resend your order or issue a refund, according to your preference.

7. EXCHANGES

Would you like to exchange a product, for example, to change the plug type (EU or US)?

Please contact us before returning any items so we can provide the appropriate instructions.

8. REFUNDS

Processing time: No later than 14 days after receiving your returned product. In the case of a withdrawal, we may withhold the refund until we have received the product or proof that it has been shipped back.
Payment method: Refunds are issued to the original payment method used for the purchase, unless you agree to another method at no additional cost.
Refund amount: The product price and any standard shipping fees originally paid. If you selected a more expensive shipping method than standard delivery, the additional cost will not be refunded.
Currency: Refunds are issued in the same currency used for the original order. Any currency conversion fees charged by your bank are beyond our control.