Refund policy

Refund & Return Policy

At LUILEI, we strive for excellence and customer satisfaction by offering high-quality perfumes and cosmetics. In accordance with European Union consumer protection laws and the Italian Consumer Code (Legislative Decree 206/2005), we offer a 15-day return policy, allowing you to request a return within 15 days of receiving your item.

1. Eligibility Criteria for Returns

To be eligible for a return, the product must strictly meet the following conditions of integrity:

• Product Condition: The item must be in the exact same condition that you received it: completely intact, unused, unopened, and never sprayed or tested.

• Original Packaging: The item must be returned in its original, sealed packaging, including the intact outer cellophane wrap, original boxes, brands, and any original protective seals.

• Proof of Purchase: You must provide the receipt, invoice, or original order confirmation.

2. Hygiene & Health Protection Exceptions (Exclusion of Withdrawal)

Pursuant to Article 59, letter e) of the Italian Consumer Code and EU regulations, the right of withdrawal is strictly excluded for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Consequently, we cannot accept returns of:

• Perfumes, creams, makeup, and any cosmetic products whose outer packaging (including protective cellophane or security seals) has been opened, unsealed, tampered with, or partially used.

• Custom-made or personalized products tailored to the customer's specifications.

3. How to Initiate a Return

To start a return procedure, you must first contact our customer service team for prior written authorization at: info@luilei.it.

Return Shipping Address:

• Company Name: ShopNova srls

• Street Address: Via Giovanni Calice, 10

• City / Zip Code: 85100 Potenza (PZ)

• Country: Italy

• Phone: +39 3513208031

Important Notice: Please ensure that all returns are sent using a trackable shipping service. We highly recommend including our phone number +39 3513208031 on the shipping label to assist the courier with delivery. Items sent back to us without prior written authorization will not be accepted and will be returned to sender.

4. Return Shipping Costs

The customer is solely responsible for paying the shipping costs for returning the item (except in cases where the item received was verified as damaged, defective, or incorrect). Please note that any original shipping fees paid at the time of purchase are non-refundable.

We strongly advise using a trackable express courier service or purchasing shipping insurance, as we cannot guarantee or take responsibility for items lost, stolen, or damaged during the return transit.

5. Damages, Defects, and Incorrect Items

Please inspect your order immediately upon arrival. Contact us right away at info@luilei.it if the item is defective, the bottle/packaging is damaged, or if you received the wrong product, so that we can evaluate the issue and resolve it at no additional cost to you.

6. Refunds

We will notify you once we have received and inspected your returned item. If approved based on the perfect integrity of the cosmetic/perfume, your refund (excluding the original shipping costs) will be automatically processed through your original payment method within 10 business days. Please note that your bank or credit card issuer may require additional processing time to post the refund to your account.