Refund policy

Special Terms for Returns and Exchanges

Except in cases where the product is defective, we generally do not accept returns or exchanges due to customer reasons after the order has been completed.

Non-Acceptable Returns and Exchanges

We cannot accept returns or exchanges in the following cases:

  • Products that are damaged
  • Products that have been used
  • Products that have been damaged or soiled by the customer
  • Products that have been purchased for resale (including those we determine to be intended for resale)
  • Returns or exchanges due to customer reasons (e.g., differences in image, size issues, wrong orders)
  • Products missing tags or packaging
  • Absence of receipts (purchase receipts/credit card slips/return cards)
  • Repeated excessive returns or exchanges

Please note: If the item you wish to exchange is out of stock or discontinued after we receive your return, we will unfortunately have to process a refund instead. We apologize for any inconvenience this may cause.

Conditions for Exchanges and Returns

If you receive a different product than ordered, or if there are defects or issues with the product, please contact us at the following address within 7 days of receiving the product:
support@lovive-jp.com

Please include the following information in your message:

  • Name
  • Phone number
  • Order number
  • Order date
  • Name and quantity of the product you wish to return or exchange
  • Reason for return or exchange
  • Photos of the relevant product

If the above conditions are met, we will cover the shipping costs for returning the product.

Conditions Where Returns and Exchanges Are Not Accepted

Even in cases where the issue is due to our mistake, returns or exchanges cannot be processed under the following circumstances:

  • Contact is made more than 7 days after receiving the product
  • The product is not returned
  • Required information for refund processing is not provided
  • More than 21 days have passed since we provided instructions for return or exchange
  • Contact is made via social media messages instead of inquiries to support@lovive-jp.com