Refund policy

Dr.Luvion returns, refunds and guarantee

For help with your purchase, email support@drluvion.com. Your right of withdrawal and our 90-Day Results or Money Back Guarantee (a commercial guarantee) are separate protections.

Commercial guarantee: 90-Day Results or Money Back Guarantee

The guarantee covers Anti-Ageing Retinal Booster, Anti-Ageing Retinol Booster Serum, Collagen and Caffeine Peptide Eye Patches, Anti-Ageing Face Mask and the related kits when the 90-Day Results or Money Back Guarantee is promised on the page or in the offer through which you buy them. For cart add-ons, post-purchase offers and renewals, the promise made for that specific purchase applies. Any more favourable conditions already communicated remain unaffected: this description does not retroactively restrict the cover of earlier purchases.

Use the product consistently for at least 2 months, with 3–4 applications a week, following the instructions on the packaging. Daily use for 60 consecutive days is not required. If, after this period, you are not satisfied, you can request a refund of the full amount paid for the covered product or kit within 90 days of delivery, even if you have opened and used the product. You don't need to send it back. No photos or videos are required to prove your results.

Email support@drluvion.com with your order number. If you can't find it, we'll help you identify your purchase. What counts is the date on which you send us your request within the 90 days, not the date of our reply.

The check is purely administrative: identifying the order, delivery, compliance with the deadline, the cover promised, your declaration that you used the product in line with the conditions above, and the amount paid, taking into account any sums already refunded. It does not involve any assessment of your skin's results. We carry it out without undue delay and let you know the outcome or any administrative details that are missing.

We refund you to your original payment method within 7 working days of completing the administrative check. Your bank or payment provider may take additional time to show the credit. A voucher or a replacement may be agreed with you, but neither is a mandatory substitute for the refund promised.

If irritation occurs, stop using the product and contact customer support: do not keep using a product just to reach the period required by the guarantee.

Right of withdrawal: 14 days

For online purchases, you can tell us of your decision to withdraw within 14 days of delivery, without giving any reason, subject to the exceptions provided for by law. Where several items are ordered together and delivered separately, the period runs from delivery of the last item; for regular deliveries, the specific rules provided for by law apply.

You can email support@drluvion.com, clearly stating your decision to withdraw and the details that allow us to identify your purchase. You don't need to wait for approval to exercise this right. You can use the optional form below or any other clear statement.

Return the goods within 14 days of telling us that you are withdrawing, unless we arrange to collect them ourselves. We will give you return instructions; contact us for the correct return address. You pay the direct cost of returning the goods only if you were told about this before your purchase and we have not agreed to cover it; otherwise, we pay it.

The refund includes the payments due on withdrawal, including standard delivery costs. It does not include the extra cost of a more expensive delivery method that you chose over the cheapest standard delivery we offered. We make the refund without undue delay, within 14 days of being told of your withdrawal. Unless we have offered to collect the goods, we may wait until we receive the goods back or until you provide proof that you have sent them, whichever is earlier.

We use the same means of payment, unless you have expressly agreed otherwise and this costs you nothing. You may be liable for any reduction in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning, in the cases provided for by law.

Cosmetics and promotional products

Cosmetics are not excluded from the right of withdrawal simply because they are cosmetics. The hygiene exception applies to sealed goods which, once unsealed after delivery, cannot be returned for reasons of hygiene or health protection. Whether it applies depends on the actual characteristics of the item and its seal. A discount or promotion does not, in itself, remove the right of withdrawal. The other exceptions provided for by law still apply where relevant.

These withdrawal rules do not cancel the 90-Day Results or Money Back Guarantee promised for your purchase, even once the product has been opened, nor your rights where goods do not conform to the contract.

Faulty, damaged or incorrect products

Contact us at support@drluvion.com for help. The commercial guarantee does not limit your right of withdrawal or the free remedies provided by the legal guarantee of conformity. The 90-day period of the commercial guarantee is not the period of the legal guarantee; your mandatory rights and any more favourable national protections still apply.

Optional withdrawal form

To Arcas Elite Group Limited, 74-78 Stanley Street, Central, HK — support@drluvion.com:

I/We hereby give notice that I/we withdraw from my/our contract for the purchase of the following goods: …
Ordered on / received on: …
Name and address of consumer(s): …
Date: …
Signature (only if this form is sent on paper): …