Refund policy

Refund & Exchange Policy

We want your Luvia Cycle underwear to fit perfectly and feel right. If the size isn't right, you can exchange it for free within 30 days of delivery.

30-day fit guarantee

You have 30 days from the date your order is delivered to exchange an item for a different size, free of charge. We cover the cost of sending the exchange and the new size back to you.

To qualify, the item must be:

  • unworn (other than trying it on over your own underwear), unwashed and free of marks, odours or stains;
  • returned with all tags attached and in its original packaging, including any hygiene liner.

One free size exchange applies per item. Exchanges depend on stock; if your new size is unavailable, we'll offer another size, colour or a refund.

Change of mind

If you'd simply like a refund, you can request a return within 14 days of delivery. The same hygiene conditions apply. Return shipping costs for change-of-mind returns are paid by you, and the original shipping fee is not refunded.

Hygiene

Period and continence underwear and period swimwear are intimate products. For the health and safety of all our customers, we cannot accept returns or exchanges of items that have been worn (other than tried on as described above), washed or used, or that are returned without their tags or hygiene liner. This does not affect your rights if an item is faulty.

Faulty or incorrect items

If your item arrives damaged, is faulty, or isn't what you ordered, please contact us within a reasonable time with your order number and a photo of the issue. We'll arrange a free return and offer a repair, replacement or refund in line with your rights.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993. For a major failure, you are entitled to a replacement or refund. Nothing in this policy limits those rights.

How to start a return or exchange

  1. Email us at info@luviacycle.com with your order number, the item(s), and whether you want an exchange or a refund (and the new size, if exchanging).
  2. We'll reply within 2 business days with return instructions. For free exchanges, we'll send you a prepaid return label.
  3. Pack the item securely in its original packaging and send it back using the instructions provided. Please don't send items back without contacting us first.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether it is approved. Approved refunds are made to your original payment method within 10 business days. Your bank or card provider may need a few extra days to show the refund.

If you haven't received your refund after that, please check with your bank or card provider first, then contact us at info@luviacycle.com.

Cancellations

You can cancel your order within 1 hour of placing it by emailing info@luviacycle.com. After that, your order may already be in preparation; you can then use the return options above.