Refund Policy

Return and Refund Policy

Thank you for shopping at Lignovancia. We value your trust in our brand and are committed to providing you with a first-class experience with our sustainable premium products. If you are not completely satisfied with your purchase, we are here to help you quickly and easily.

1. Returns & Withdrawal Period

We grant you a statutory withdrawal and return period of 14 days from the day on which you or a third party designated by you took possession of the goods. To be eligible for a return, the following conditions must be met:

Items must be absolutely unused, unwashed, undamaged, and in their intact original packaging.
You must provide clear proof of purchase (e.g., your Lignovancia order number or the official order confirmation email).

Unfortunately, items that do not meet these criteria or show clear signs of use cannot be considered for a return or refund.

2. Return Process (Step-by-Step)

If you wish to return an item within the 14-day period, please proceed as follows:

Send an informal email to our customer service at support@lignovancia.com stating your order number and the reason for the return.
Please wait for our written confirmation, detailed instructions, and the correct return address.
Return the item, securely packaged for transport, to the address provided to you.

Note on return shipping costs: The direct costs for return shipping are to be borne entirely by the customer, unless the item was demonstrably delivered by us as defective, damaged, or incorrect.

3. Refunds

Once your return has arrived at our logistics center and has undergone a thorough quality check, we will notify you by email of its receipt and whether your refund has been approved or rejected.

Timeline: Once approved, your refund will be processed promptly and automatically credited back to your original payment method (e.g., credit card, PayPal) within 7 to 10 business days.
Shipping Costs: The original shipping costs (if the order value was below our free shipping threshold of €19) are non-refundable. If a partial return causes the remaining order value to fall below the free shipping threshold of €19, we reserve the right to deduct the regular shipping costs from the refund amount retrospectively.
Delays: If you have not received your refund after 10 business days, please first check your bank account or contact your payment provider. If the problem persists, please contact us directly.

4. Damaged, Defective, or Incorrect Items

If an item was damaged during transport, is defective, or was delivered incorrectly, please contact us within 7 days of receiving the goods. Please include the following information in your email (support@lignovancia.com):

Meaningful photos of the damaged item and the shipping packaging.
Your Lignovancia order number.
A brief explanation of the problem.

We will prioritize reviewing the case and offer you a free replacement, a full refund, or an equivalent store credit, depending on your preference.

5. Items Excluded from Exchange and Return

The following items are strictly excluded from return and exchange for legal and hygienic reasons:

Already used personal care, hygiene, or cleaning items (e.g., body brushes, combs, toothbrushes).
Reduced items from sales, clearance sales, or special offers (Final Sale).
Customized, personalized, or explicitly made-to-order products and unique items (Custom Orders).

6. No Direct Exchange

Please note that we cannot offer direct exchanges (replacement product for return). If you wish for a different item, size, or design, please return the original item to us in accordance with these guidelines and simply place a new order in our online shop.

7. Contact for Questions

Our support team is always there for you. If you have any questions about our return and refund policy, please contact us directly:

Email address: support@lignovancia.com
Availability: Monday to Friday, 09:00 AM – 06:00 PM (GMT +8)