Returns & Exchanges
Each Luverra piece is commissioned individually and prepared exclusively for its owner. As a result, returns and exchanges are handled on a case-by-case basis with care and discretion through Luverra Concierge.
Commissioned Orders & Payment Structure
The amount paid at checkout represents an initial bespoke production commitment, securing a dedicated production slot reserved exclusively for your piece.
This payment is non-refundable.
Following your order, a Luverra specialist will contact you to confirm materials, finishes, dimensions, and configuration. Orders may be cancelled only during this consultation stage, prior to final specification approval.
Once materials, finishes, and specifications are confirmed and production is authorised, the order becomes final, production is initiated, and the order cannot be cancelled, refunded, or modified.
Standard Policy
Because Luverra pieces are made to order and frequently customised, standard returns or exchanges are not offered as a default policy.
Any exception to this position will be explicitly stated on the individual product page prior to purchase. Where no such statement is made, the item should be understood as non-returnable.
Eligible Returns (Where Explicitly Offered)
Where a return is expressly offered for a specific product, eligible items may be returned within 14 days of delivery, subject to inspection and approval.
Returned items must be:
- Unused and uninstalled
- In original condition
- Packaged exactly as received, including all protective materials, accessories, and documentation
Luverra reserves the right to refuse returns that do not meet these conditions.
Exclusions
The following are not eligible for standard returns or exchanges once production has been approved:
- Custom-specification pieces
- Made-to-order items
- Commissioned or bespoke configurations
- Any product not explicitly marked as return-eligible on its product page
Quality & Transit Protection
If your piece arrives damaged or defective as a result of transit or handling, please notify Luverra immediately upon delivery.
Our concierge team will arrange inspection and resolution on a priority basis. Each case is assessed individually to ensure a fair and appropriate outcome, which may include repair, replacement, or other suitable resolution at Luverra’s discretion.
How to Request
All return, exchange, or issue requests must be submitted through Luverra Concierge or via your My Luverra account.
Where a refund is approved, it will be issued to the original method of payment. Refunds do not include non-refundable production commitment payments unless required by law.
Luverra does not operate under rigid mass-market return rules. Each commission is treated individually, with resolution handled personally, discreetly, and in accordance with the bespoke nature of the work.