Exchange and Return Policy
To ensure the quality and safety of our products, we would like to clarify that every order at LOVERA is prepared and made specifically for the customer after the purchase is confirmed. Due to the perishable nature of our food products, returns or exchanges cannot be accepted after payment, except in the cases stated below, such as an issue with product quality or an error in the order or shipping from our side.
First: Return Policy and Reporting Issues
If there is any concern regarding the quality of the order upon receipt, please contact us within no more than two hours from the time of receiving the order via:
WhatsApp: [insert WhatsApp number]
The report must include the following information:
Order number.
A clear and detailed description of the issue.
Clear photos of the product and its condition upon arrival, in case of damage or an incorrect item.
LOVERA reserves the right, depending on the nature of the case, to request the return of the product subject to the complaint for inspection and evaluation. Returning the product may be a necessary condition to complete the refund process in certain cases.
Second: Eligibility for Refunds
Exchange or refund requests will only be reviewed in the following cases:
The product was clearly damaged during delivery.
The product has a manufacturing defect.
The product was expired upon receipt.
The customer received a product different from the one ordered.
An item is missing from the order.
Exchanges or refunds do not apply to cases resulting from improper storage after receipt, failure to follow the storage instructions stated on the packaging, or delayed reporting beyond the specified period.
Third: Refund Process in Case of Missing or Incorrect Items
If it is confirmed that an item is missing from the order or that there is an error eligible for a refund, the case will be handled as follows:
The full value of the missing or incorrect item will be refunded.
A proportional part of the shipping fees may be refunded, where applicable, based on the weight and size of the missing or incorrect item compared to the total weight and size of the shipped order.
The eligible amount will be calculated by the LOVERA team after reviewing the order and shipping details.
Fourth: Shipping, Address, and Delivery Policy
The customer is responsible for ensuring that the delivery information is accurate and that the recipient is available at the specified address, in order to ensure that the products arrive in proper condition.
1. Accuracy of Delivery Information
The customer is responsible for entering a complete and accurate address, along with an active contact number. If delivery cannot be completed due to an incorrect address, failure to respond to the delivery courier within 15 minutes, or the unavailability of the recipient, the order may not be eligible for reshipping or refund, due to the perishable nature of our food products.
2. Storage After Receipt
The customer is responsible for storing the products immediately upon receipt according to the instructions stated on the packaging. LOVERA is not responsible for any damage resulting from improper storage after delivery.
3. Delivery Timings
Final delivery dates and times are coordinated between the customer and the shipping company according to the approved process of the shipping company. LOVERA will provide the necessary support in following up on the order within the available procedures.
4. Shipping Company Responsibility
Once the order is handed over to the shipping company, the shipping company becomes responsible for the delivery process. However, the LOVERA team will support the customer and follow up on any report with the shipping company in case of delay or delivery issues, without prejudice to the customer’s statutory rights.
5. Changing the Delivery Address Before Shipping
The customer may request to change the address or update the delivery details if the request is made within less than 24 hours from the date and time the order was placed, and before the order has been shipped. Please contact us through the mentioned channels to request the change.
6. Changing the Delivery Address After Shipping
The customer may contact the shipping company directly to request a change of delivery address.
If the shipping company is able to make the address change, any additional fees resulting from this change shall be fully borne by the customer.
7. Failed Delivery, Non-Receipt, and Returned Products
If delivery fails due to an incorrect address, the recipient being unavailable, or the shipment not being received at the scheduled time, and the product is returned to LOVERA:
LOVERA shall not be responsible for failed delivery resulting from incorrect information or the recipient’s lack of response.
Refund of the product value will only be considered if the product is returned to LOVERA in its original condition, in good quality, and not expired.
Shipping fees paid for the order are non-refundable.
Fifth: Final Refund Process
For cases eligible for a full or partial refund, the refund will be processed through the same original payment method used by the customer.
The refund amount will be processed within a period not exceeding 14 days from the date the customer’s eligibility for a refund is approved, and after receiving the returned product if returning the product is required for evaluation.
Sixth: General Terms
LOVERA reserves the right to evaluate each case individually based on the photos, order details, product condition, and inspection results when needed.
Exchange or return requests are not accepted due to a change of mind or the customer no longer wanting the product after receipt, due to the perishable nature of the food products and the fact that the product was made specifically for the customer.
This policy does not affect any rights granted to the customer under the applicable laws and regulations in the Kingdom of Saudi Arabia.
At LOVERA, we are always happy to serve you and strive to ensure a pleasant and satisfying shopping experience.