Refund policy

Under the distance selling regulations you have the legal right to cancel your order within 14 working days from the date of receipt of the products, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging in a resalable condition. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customers.en@lipivir.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Step 1

Pack the product(s) securely in the original packaging, if possible. Kindly note that we are only able to exchange or refund products that are returned to us in their original unopened form and in a resalable condition.

You can always contact us for any return question at info@lipivir.com.

Step 2

Please enter your order number on the email you send to customers.en@lipivir.com. You also need to indicate on this email whether you would like a refund, replacement or exchange. Please remember that in order for the return to be processed you must ensure that the complete information is included with your return package and that the products are wrapped securely in the same outer packaging in which you received them.

Step 3

Please return your package by recorded delivery (retaining your recorded delivery receipt as proof of postage) supplied with your order notes to: 

Customers in the United Kingdom:

Sanacute AG, c/o Huboo Returns Ref 5751, Unit 4 Vertex Park, Oakwood Drive, Emersons Green, Bristol, BS16 7LB, Great Britain;

Customers in other countries of the European Union and Switzerland:

Sanacute AG, ℅ TW4, Industriestrasse 3, 8575 Buerglen, Switzerland.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or faulty, or mis-described we will refund the price of the products in full (using the same payment method you used to pay for the products), together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products), if opened. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not - we will process the refund within 28 days of it being approved. 

If approved, you’ll be automatically refunded on your original payment method.