Refund policy

Refund & Returns Policy

Last updated: March 2026

1. Right of Withdrawal (EU & UK Customers)

If you are a consumer residing in the European Union or the United Kingdom, you have the right to withdraw from this contract within 14 calendar days without giving any reason.

For EU customers, this right is granted under the Directive 2011/83/EU on Consumer Rights.
For UK customers, this right is granted under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The withdrawal period expires 14 days after the day on which you (or a third party indicated by you, other than the carrier) acquire physical possession of the goods.

2. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by means of a clear and unequivocal statement (for example, a letter sent by post or email).

You may use the model withdrawal form made available by the European Commission, but it is not mandatory.

Please send your withdrawal request to:

Email: support@loonevo.com
Post:
Loonevo
Unit A, 82 James Carter Road
Mildenhall
IP28 7DE
United Kingdom

From 19 June 2026 onwards, a dedicated "Withdraw from Contract" button will also be available on our website.

3. Deadline for Returning the Goods

You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract.

The deadline is met if you send back the goods before the 14-day period has expired.

4. Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of standard delivery (excluding supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us).

Reimbursement will be made:

  • Without undue delay

  • No later than 14 days from the day we are informed about your decision to withdraw

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.

Refunds will be issued using the same means of payment used for the initial transaction, unless you have expressly agreed otherwise.

5. Return Shipping Costs

If you exercise your right of withdrawal (cancellation for change of mind within 14 days), you will bear the direct cost of returning the goods.

Estimated return shipping costs typically range between £8–£25, depending on your country and chosen carrier.

We strongly recommend using a tracked and insured shipping service, as we are not responsible for items lost or damaged during return transit.

If we have not clearly informed you before purchase that you must bear the return shipping costs, we will assume those costs in accordance with applicable EU and UK consumer law.

In cases where goods are defective, damaged, incorrect, or not as described, we will bear the reasonable cost of return shipping upon confirmation of the issue.

6. Conditions for Return

To be eligible for a return under the right of withdrawal:

  • Goods must be unused

  • All original tags and labels must be attached

  • Items must be returned in original packaging

  • All accessories must be included

  • The product must not show signs of use beyond what is necessary to establish its nature, characteristics, and functioning

We may reduce the reimbursement if the value of the goods has been diminished due to handling beyond what is necessary.

Return address:
Unit A, 82 James Carter Road
Mildenhall
IP28 7DE
United Kingdom

7. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Sealed goods which are not suitable for return for health protection or hygiene reasons, once unsealed after delivery

  • Goods made to the consumer’s specifications or clearly personalized

  • Items that have been worn, damaged, or altered after delivery

  • Sealed goods which have been unsealed after delivery and cannot be returned due to hygiene reasons

8. Defective, Damaged, or Non-Conforming Goods

In addition to the right of withdrawal, you benefit from the legal guarantee of conformity under applicable EU and UK consumer protection laws.

Consumers are entitled to remedies if goods are defective, damaged, or not as described at the time of delivery.

  • EU customers benefit from a minimum 2-year legal guarantee

  • UK customers benefit from statutory rights under the Consumer Rights Act 2015

If your product is defective, damaged, or incorrect, please contact us within a reasonable time (preferably within 14–30 days of delivery).

Depending on the circumstances, we will offer:

  • Repair

  • Replacement

  • Partial refund

  • Full refund

If the issue is confirmed to be due to our fault, we will cover the return shipping costs.

9. International Returns (Outside EU & UK)

For customers outside the EU and UK, return rights may vary depending on local consumer protection laws.

Customs duties, import taxes, or additional shipping charges for international returns are the responsibility of the customer unless the return is due to our error.

10. Contact Information

For any questions regarding returns, refunds, or cancellations:

Email: support@loonevo.com

Business Name: LOONEVO LTD
Company Number: 16984595
Registered Office: Unit A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom