Refund policy

Refund & Return Policy

At LUILEI we sell perfumes and cosmetics, and every order is covered by European Union consumer protection law and the Italian Consumer Code (Legislative Decree 206/2005). You may request a return within 15 days of receiving your item, provided the product is still sealed and intact. For hygiene and health protection reasons, perfumes and cosmetics that have been unsealed, sprayed or used cannot be returned: the full conditions are set out in sections 1 and 2 below, and we ask you to read them before ordering.

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

Before sending anything back, please contact our customer service team at info@luilei.it. We will confirm that your item qualifies for a return, issue a return authorisation and give you the correct instructions. This step exists to protect your refund, not to restrict your rights.

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. Parcels that arrive without prior notice take considerably longer to identify and process, so please always contact us first and include your order number inside the parcel.

4. Return Shipping Costs

The cost of returning the item to us is borne by the customer (except where the item received was damaged, defective, or incorrect: in those cases we cover the return shipping). Where you exercise your right of withdrawal on an item that qualifies for return, we refund the price of the goods together with the standard outbound delivery cost you paid on the original order. If you chose a faster or more expensive delivery option than our standard one, we refund the amount corresponding to our standard delivery.

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, including the standard outbound delivery cost as described in section 4, will be processed through your original payment method without undue delay and in any case within 14 days of our receiving the returned item. Please note that your bank or credit card issuer may require additional processing time to post the refund to your account.