Refund policy
At LOVG, we strive to maintain the highest levels of customer satisfaction. This policy defines the return and refund guidelines for orders shipped to Singapore and international destinations, managed directly by our parent entity, MCNAMARA'S PTY LTD..
Our Clear Policy Guarantees:
- Return Window: 30 Days from the date of physical delivery.
- Return Shipping Cost: Free. No return handling or restocking fees.
- Refund Processing Time: Completed within 10 business days of product verification.
1. Return Window Eligibility
You have exactly 30 calendar days from the day your package is marked as "Delivered" by the shipping carrier to initiate a return request. To qualify for a full refund, items must be returned in their original condition: unworn, unused, unwashed, with all original brand tags attached, and inside its original protective product packaging.
2. Complete Free Return Process
We do not charge consumers any return fees or restocking deductions. To successfully return an item, please execute these exact steps:
- Step 1: Contact Support. Send an email to care@lovg.shop stating your Order Number (e.g., #LOVG-1001) and the specific item(s) you wish to return.
- Step 2: Receive Prepaid Label. Our customer care agent will review the request and email you a prepaid return shipping label along with a specific return authorization code.
- Step 3: Package the Item. Safely package the goods into an appropriate box or shipping mailer, affix the prepaid return label securely to the outside, and ensure old barcodes are fully covered.
- Step 4: Drop Off the Shipment. Hand over the parcel to the specified logistics hub or carrier designated on your label.
3. Damaged, Defective, or Incorrect Goods
Please inspect your package thoroughly upon arrival. If an item is arrived damaged, structurally defective, or if you received an incorrect variant, contact us at care@lovg.shop within 48 hours of delivery. Please provide clear photographic evidence or a short video demonstrating the defect. Upon verification, we will issue a replacement item or complete full refund immediately without requiring you to pay for return costs.
4. Non-Returnable and Exempt Items
For health, hygiene, and strict regulatory reasons, certain categories of items are explicitly excluded from being returned:
- Perishable goods, foodstuffs, cosmetic items, and personal care cosmetics with broken seals.
- Customized, tailor-made, or personalized merchandise.
- Intimate garments, swimwear, or earrings once original packaging has been unsealed.
- Gift cards or vouchers.
5. Refund Processing Timelines
Once your return shipment reaches our logistics fulfillment center, our compliance team inspects the returned items to confirm structural integrity and compliance with our terms.
We will send you an email confirmation indicating whether the return is approved. If approved, the refund will be processed immediately to your original payment method. Please allow up to 10 business days for your financial institution or credit card issuer to clear and post the funds to your account balance.
6. Cancellations and Order Amendments
Because our operations are optimized for rapid delivery, our system automatically transmits orders to fulfillment within a few hours. If you need to cancel or amend an order, please email care@lovg.shop within 2 hours of checkout. Once an order has shifted to "Processing" or "Shipped", we cannot abort transit, and you will need to follow the standard 30-day return procedure upon receipt.
7. Legal Operations & Inquiries
This policy is governed under corporate laws and managed transparently by our head office:
Store Identity: LOVG
Legal Operator: MCNAMARA'S PTY LTD. (ACN 698 150 257)
Corporate Address: 17 Saunders Rd, Oakville, NSW, 2765, Australia
Email Support: care@lovg.shop
Phone Support: +61 (485) 988 593