Refund & Return Policy

At Lovavia, each piece is created with exceptional care, thoughtful craftsmanship, and close attention to comfort, fit, and finish. Because many of our garments are made to order, tailored to submitted measurements, or personalized according to your selections, we encourage you to review your order carefully before completing your purchase.

By placing an order with Lovavia, you acknowledge and agree to the terms set out in this Refund & Return Policy.

1. Bespoke, Personalized, and Made-to-Order Pieces

Due to the bespoke nature of our products, all made-to-order, made-to-measure, personalized, and custom pieces are considered final sale.

Once production has begun, these items are not eligible for cancellation, return, exchange, or refund, except in circumstances where the item received is incorrect, arrives damaged, contains a clear manufacturing defect, or materially differs from the order details confirmed by Lovavia.

This includes, but is not limited to, pieces created based on your pet’s submitted measurements, breed or body profile information, selected fabrics, custom colors, special design requests, embroidery, name personalization, or limited bespoke production.

2. Ready-to-Ship Non-Custom Items

If Lovavia offers any ready-to-ship, non-custom, non-personalized items, such items may be eligible for return within 7 days of confirmed delivery.

To qualify for return, the item must be unused, unworn, unwashed, in its original condition, and returned with all original tags, packaging, and accessories. Items marked as Final Sale are not eligible for return.

Return requests submitted after 7 days from delivery will not be accepted.

3. Damaged, Defective, or Incorrect Orders

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at VIP@LOVAVIA.COM.

To help us assess the issue promptly, please include your order number, clear photographs of the item, photographs of the packaging, and a brief description of the problem.

Once reviewed, Lovavia may, at its sole discretion, offer an appropriate remedy, which may include a replacement, repair, alteration, store credit, partial refund, or full refund, depending on the nature of the issue.

4. Fit, Measurements, and Handmade Variation

As many Lovavia pieces are handmade and produced according to the measurements, specifications, or information provided by the customer, we cannot accept responsibility for fit issues resulting from inaccurate measurements, incorrect breed or body information, or customer selection errors.

We kindly ask customers to measure carefully before placing an order. Minor variations in measurements, stitching, placement, fabric texture, or color tone are a natural part of small-batch and handmade production and do not constitute defects.

If a finished piece materially differs from the measurements or specifications confirmed by Lovavia, please contact us and we will review the matter carefully.

5. Order Cancellations

Orders for custom, personalized, or made-to-order pieces may be cancelled within 24 hours of purchase only if production has not yet begun.

Once production is underway, such orders may no longer be cancelled.

For eligible non-custom items, cancellation requests may also be submitted before shipment. Once an order has shipped, it cannot be cancelled and will be subject to the return terms outlined in this policy.

6. Return Shipping and Associated Costs

For approved returns of eligible non-custom items, customers are responsible for return shipping fees unless the return is due to an error on our part, or the item arrived damaged or defective.

Original shipping charges, duties, taxes, customs fees, and other import-related charges are non-refundable unless otherwise required by applicable law.

We recommend using a tracked shipping service for all approved returns, as Lovavia is not responsible for return parcels lost in transit.

7. Refund Processing

If a refund is approved, it will be issued to the original payment method within 5 to 10 business days after the returned item has been received and inspected, or after the claim has been approved where no physical return is required.

Please note that your payment provider or bank may require additional time to process and post the refund.

8. Items Not Eligible for Return or Refund

The following are not eligible for return, exchange, or refund:

custom, personalized, made-to-measure, or made-to-order items once production has begun;
items showing signs of use, wear, washing, damage, or alteration after delivery;
items returned without prior authorization;
items marked as Final Sale;
minor handmade variations in measurement, color tone, texture, or finishing;
issues caused by incorrect information submitted by the customer;
damage caused by misuse, improper care, chewing, scratching, or ordinary wear over time.

9. How to Request a Return or Submit a Claim

To request an approved return or report an issue, please contact:

Lovavia Customer Care
Email: VIP@LOVAVIA.COM

Please include your order number and all relevant photographs so we can assist you as efficiently as possible.

10. Policy Updates

Lovavia reserves the right to amend or update this Refund & Return Policy at any time without prior notice. The version published on our website at the time your order is placed will apply to that purchase.