Refund & Return Policy

1. Overview

At LUVY, customer satisfaction is important to us. Due to hygiene and safety reasons, colored contact lenses are generally non-returnable and non-refundable unless the item received is defective, damaged, or incorrect.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Opened contact lens boxes or packaging
• Used contact lenses
• Change of mind purchases
• Incorrect lens power selected by customer
• Products damaged due to misuse or improper handling

3. Damaged, Defective, or Wrong Items

If you receive:

• A defective product
• Wrong item
• Missing item
• Damaged parcel

Please contact us within 48 hours after receiving your order.

Kindly provide:

• Order number
• Clear photos/videos of the product and packaging
• Description of the issue

Claims submitted after the stated timeframe may not be accepted.

4. Refund Eligibility

Approved refunds (if applicable) will be processed to the original payment method within 7–14 business days depending on the payment provider or bank.

Shipping fees are generally non-refundable unless the issue was caused by our side.

5. Order Cancellation

Orders cannot be cancelled once they have been processed or shipped.

If you wish to request a cancellation, please contact us immediately after placing the order.

6. Contact Us

For refund or return inquiries:

LUVY ENTERPRISE
Email: hello@luvy.my
Website: LUVY Malaysia