Refund policy
REFUND POLICY — LUVZ
Last updated: 06.07.2026
1. 14-DAY RETURN POLICY
We have a 14-day return policy: you have 14 days after receiving your item to request a return.
To be eligible, your item must be in the same condition you received it — unworn and unused, with tags, in its original packaging — and you will need the receipt or proof of purchase.
2. HOW TO START A RETURN
To start a return, contact us at hello@luvz.ch. If your return is accepted, we will send you instructions on how and where to send your package.
Items sent back without first requesting a return will not be accepted.
Return address:
LUVZ Returns
Via Municipio 6
6600 Muralto
Switzerland
3. RETURN SHIPPING COSTS
Unless the item is defective, damaged, or incorrect, return shipping costs are your responsibility.
Original shipping costs are non-refundable.
Customs duties, import taxes and handling fees are non-refundable and are not covered by LUVZ.
In some cases we may, at our discretion, offer an alternative to a physical return — for example a replacement or a partial refund — where returning the item is impractical. Any such offer will be confirmed in writing by email.
4. DAMAGES AND ISSUES
Please inspect your order upon reception. If your item is defective, damaged, or you received the wrong item, contact us at hello@luvz.ch within 7 days of delivery with your order number and clear photos of the outer packaging, the shipping label and the product, so we can evaluate the issue and make it right. In these cases you will not be charged return shipping.
5. PRODUCT CARE & MISUSE
Our balaclavas use heat-reactive (thermochromic) fabric. Care: spot clean only, with cold water. Do not machine wash, use hot water, iron, bleach or tumble dry — these can degrade the heat-reactive effect.
Damage or loss of the color-change effect caused by improper care or misuse (including machine washing, hot water, ironing, bleaching or tumble drying) is not considered a manufacturing defect and is not covered by this policy.
6. EXCEPTIONS / NON-RETURNABLE ITEMS
Some items cannot be returned:
- Custom or personalised products (special orders)
- Underwear, swimwear and other intimate or hygiene-related items, once the hygiene seal is broken or the item has been worn
- Personal-care products
- Worn accessories
- Items marked as final sale
- Gift cards
If you are unsure whether your item is eligible for return, please contact us before sending it back.
7. EXCHANGES
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
8. PRE-ORDERS
Pre-order items are produced after the pre-order period ends.
You may cancel a pre-order within 24 hours of purchase. After this period, production begins and we may be unable to accommodate cancellation. If you are a consumer in the European Union, your statutory 14-day right of withdrawal remains unaffected.
Returns of pre-order items follow the same 14-day return policy, starting from the date you receive the item.
9. REFUNDS
We will notify you once we have received and inspected your return, and let you know whether the refund is approved.
If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that your bank or card provider may need additional time to process and post the refund.
If more than 15 business days have passed since your return was approved, contact us at hello@luvz.ch.
10. EU 14-DAY RIGHT OF WITHDRAWAL
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days, without providing a reason, in accordance with EU consumer protection law. The condition requirements for returned items described above apply. This right exists alongside, and is not limited by, anything else in this policy.
11. CONTACT
LUVZ Customer Support
Trade name: Daniil Olesov LUVZ
Address: Via Municipio 6, 6600 Muralto, Switzerland
Email: hello@luvz.ch
Phone (WhatsApp): +41 79 405 94 15
Company identification (UID): CHE-420.169.880
