Returns & Exchanges

1. Our approach

Luva creates and sells original, one-of-a-kind works of art and handmade objects. Every Work is unique and cannot simply be replaced or restocked.

We encourage customers to review the description, dimensions, materials, and photographs carefully before placing an order. If you have any questions before purchasing, we are happy to help.

2. Your statutory right to cancel

If you are purchasing as a consumer and applicable law grants you a statutory right to cancel your purchase, nothing in this policy limits that right.

Where such a right applies, you may withdraw from the purchase within the period provided by applicable law. To exercise this right, please contact us before returning the Work.

This section does not apply where an exception under applicable consumer law lawfully excludes the right of withdrawal (for example, certain custom-made or clearly personalised items).

3. Condition of returned Works

If you exercise a statutory right of withdrawal, the Work must be returned in substantially the same condition in which it was received.

You may inspect the Work only to the extent reasonably necessary to determine its nature, characteristics, and suitability, as you would in a physical gallery or shop.

If the Work has been used, displayed, installed, altered, damaged, soiled, exposed to smoke, moisture, pet hair, odours, or otherwise handled beyond what is reasonably necessary for inspection, we may reduce the refund to reflect any resulting loss in value, as permitted by applicable law.

Where possible, please return the Work in its original packaging together with any certificates, documentation, or accessories supplied with it.

4. Handmade characteristics

Because every Work is handmade and unique, natural variations are part of its artistic character and are not considered defects.

These include, for example:

variations in weave, texture, or finish;

natural irregularities in materials;

slight variations in colour caused by handmade processes;

reasonable dimensional tolerances;

characteristics visible in the product photographs and description.

Differences of this nature do not constitute grounds for claiming that the Work is defective.

5. Damaged or incorrect items

If your order arrives damaged in transit, or if you receive the wrong Work, please contact us as soon as reasonably possible after delivery.

Please include:

your order number;

a description of the issue;

photographs of the packaging;

photographs of the Work.

We will work with you to provide an appropriate remedy in accordance with applicable law, which may include repair, replacement (where possible), or refund.

6. Returning a Work

Before sending any Work back, please contact us at hello@luva.works.

Returns should not be shipped until return instructions have been provided.

Unless the return results from our error or a defective Work, you are responsible for the cost of returning the item where permitted by applicable law.

We strongly recommend using a tracked and insured shipping service, as you remain responsible for the Work until it reaches us.

7. Refunds

Once the returned Work has been received and inspected, any refund due will be processed to the original payment method without undue delay and within any period required by applicable law.

Original outbound shipping charges are refundable only where required by applicable law or where the return results from our error.

Any lawful deduction for loss in value caused by handling beyond what is necessary to inspect the Work may be applied where permitted by applicable law.

8. Exchanges

Because every Work is unique, exchanges are generally not available.

If another suitable Work is available, we may offer an exchange at our discretion.

9. Questions

If you have any questions about returns or your purchase, please contact: hello@luva.works.