Refund and Returns Policy of Lovenapo

Effective Date: January 6, 2025

At Lovenapo, customer satisfaction is our top priority. While we take great care in ensuring the quality and freshness of our products, we understand that sometimes things don’t go as planned. Below are the terms and conditions related to refunds and returns:

1. Quality Assurance

  • We strive to provide the highest quality baked goods. If you receive a product that is damaged, incorrect, or not up to our usual standards, please contact us immediately so we can resolve the issue to your satisfaction.
  • We take all necessary precautions to ensure our products are delivered in perfect condition. However, if there is an issue, we request that you report it within 24 hours of delivery.

2. Returns

  • Due to the perishable nature of our products, we do not accept returns once the order has been delivered.
  • For custom cakes or personalized items, returns are not accepted unless there is a significant error with the order (e.g., incorrect design, flavor, or order quantity).

3. Refunds

  • Eligible Refunds: Refunds are only granted if there is an issue with the quality of the product (e.g., damaged goods) or an error in fulfilling the order (e.g., wrong design or flavor). You must contact us within 24 hours of receiving the product to request a refund.
  • Non-Refundable Items: We do not offer refunds for:
    • Products that have been consumed.
    • Custom orders that were correctly fulfilled according to the specifications.
    • Delivery delays beyond our control (e.g., weather conditions, customer availability).

4. Process for Refunds

  • To request a refund, please email us at htmthu2412@gmail.com or call +84 077 951 0701 with your order details and photos of the issue.
  • Once we receive your request, we will evaluate the situation and provide you with further instructions. If the refund is approved, the amount will be credited back to the payment method used at the time of purchase.
  • Refunds will be processed within 7-10 business days depending on the payment method.

5. Cancellations and Modifications

  • Orders may be canceled or modified within 24 hours of placing the order, provided production has not yet begun. After this time, cancellations or modifications may not be possible, especially for custom orders.
  • If you need to make a change to your order, please contact us as soon as possible. We will do our best to accommodate your request based on availability and production timelines.

6. Customer Responsibility

  • Delivery Inspection: Please inspect the product upon delivery. If there are any issues, please inform the delivery person or contact our customer service team immediately.
  • Accurate Order Information: Ensure that all order details, including delivery information, are accurate. We are not responsible for mistakes or issues caused by incorrect or incomplete order details.

7. Changes to This Policy

We may update or revise this Refund and Returns Policy from time to time. Any changes will be posted on our website, with the updated Effective Date indicated at the top of the policy. We encourage you to review this policy periodically.

Contact Us

If you have any questions or concerns regarding our Refund and Returns Policy, please don’t hesitate to reach out:

Email: htmthu2412@gmail.com
Phone: +84 077 951 0701
Address: 172/52 Tran Cao Van, Thanh Khe, Da Nang, Vietnam

Thank you for choosing Lovenapo. We are here to ensure you have the best experience with our products and service!