Refund policy
We accept return requests within 30 days of delivery — subject to the eligibility conditions below.
Eligibility for a Return and Refund
Due to the nature of our products, hygiene, and chemical safety standards, we enforce strict guidelines for returns. To be eligible for a return, your item must be in the exact same condition that you received it: strictly unworn, unused, completely sealed, and in its original, unopened packaging.
If the seal is broken, the packaging is opened, or the pod has been used in a toilet tank, the item is strictly non-refundable. You’ll also need the receipt or proof of purchase.
Important Notice: Product Longevity & Performance Disclaimer
The LAVO pod is designed to fully dissolve within 2–7 days of being placed in your toilet tank. This is normal and intentional — not a defect. Once dissolved, the active citric acid formula remains suspended in your tank water and is released with every flush, providing continuous limescale protection.
Our "up to 250 flushes" and "up to 3 months" references describe the duration the active solution remains effective in the water — not the physical lifespan of the solid pod. Dissolution speed varies based on tank water volume, water hardness, and flush frequency.
Pod dissolution — regardless of how quickly it occurs — does not constitute a product defect and is not grounds for a return or refund.
How to Initiate a Return
To start a return, please email our team at support@lavopure.com with your Order Number and clear photos of the unopened product. If your return is accepted, we will provide you with instructions on how and where to send your package.
Please note: Customers are responsible for all return shipping costs. We highly recommend using a trackable shipping service, as we cannot be held responsible for returns lost in transit.
Items sent back to us without first requesting and receiving approval for a return will not be accepted or refunded.
Damages and Issues
Please inspect your order upon reception and contact us immediately (within 48 hours of delivery) if the item is defective, damaged, or if you receive the wrong item. Please include photo or video evidence of the damage in your email so that we can evaluate the issue and make it right via a free replacement.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned under any circumstances. These include:
- Opened or used LAVO pods (for hygiene and safety reasons).
- Pods that have dissolved in the tank, regardless of dissolution timeframe, as dissolution is the intended and expected function of the product.
- Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
- Sale items or gift cards.
European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be strictly in the same condition that you received it, unworn, unused, completely sealed, and in its original packaging. If the hygiene seal of the product has been broken after delivery, the right of withdrawal expires.
Refunds
We will notify you once we’ve received and inspected your return. If the items are confirmed to be unopened and in perfect condition, we will let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method (minus the original shipping costs) within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@lavopure.com.