Refund policy

Refund Policy

Last updated: September 29, 2026

60-Day Money-Back Guarantee (First Bar)
Try your first bar with confidence. If Lavena isn't right for you, contact us within 60 days of the confirmed delivery date and we'll refund the value of one bar from your set, based on the per-bar price you paid (excluding shipping). You don't need to send anything back.

To make a claim, email hello@lavenacosmetics.com with your order number and a short note on why the product didn't work for you. Once approved, we'll refund the amount to your original payment method within 5–10 business days.

• The guarantee applies to your first order and can be used once per customer, household and email address.
• The guarantee covers the value of one bar per order. Other bars in your order are not covered, unless required by law (see "Customers in the United Kingdom" below).
• Shipping fees are not refunded, except where required by law or if the refund is due to our error.
• We may decline claims where there is evidence of fraud, abuse or reselling.

We don't accept returns for change of mind. Damaged, defective or incorrect items are always replaced or refunded (see below), and customers in the United Kingdom have a statutory right to cancel unopened orders (see "Customers in the United Kingdom").

Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or isn't what you ordered, email us as soon as possible with your order number and a photo. We'll send a replacement or issue a refund. You won't need to return the item.

Lost or Undelivered Orders
If your tracking shows no progress or your order hasn't arrived within the estimated delivery time, contact us and we'll investigate with the carrier and help find a solution.

Order Cancellations
Want to change or cancel your order? Contact us as soon as possible. If your order hasn't been shipped yet, we'll cancel it and refund you in full.

Customs Duties and Import Taxes
Depending on your country, customs duties or import taxes may be charged by your local customs authority or carrier when your order is delivered. For orders shipped to Canada, any duties and taxes charged on delivery are the customer's responsibility. Customs duties and import charges paid on delivery are non-refundable, except where required by law or if the refund is due to our error. See our Shipping Policy for details per country.

Shipping Address
Please make sure your shipping address is complete and correct at checkout. We're not responsible for orders delivered to an incorrect address provided by the customer, but we'll always do our best to help.

Fraud Prevention
To protect our customers, all orders are monitored for fraud. We may cancel and fully refund any order that appears suspicious, or ask for verification before shipping.

Customers in the United Kingdom
In addition to our guarantee, UK customers have a statutory right to cancel their order within 14 days of the day after delivery, without giving a reason. This right only applies to unopened products. For hygiene reasons, products that have been opened after delivery cannot be cancelled or returned under this right.

To cancel, email us at hello@lavenacosmetics.com within the 14-day period with a clear statement that you wish to cancel. You may use the model cancellation form below, but a simple email is also fine.

We'll let you know how to return the unopened product; return shipping costs are your responsibility. We'll refund the product price and the standard delivery cost (excluding any upgraded shipping option) within 14 days of receiving the product back or receiving proof that you've sent it, whichever is earlier.

Model cancellation form: To Lavena (Bright & Balance Inc.), hello@lavenacosmetics.com: I hereby give notice that I cancel my contract of sale of the following goods: [order number and products], ordered on / received on [date], name, address, date.

Customers in Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer, including under the UK Consumer Rights Act 2015, the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993 and applicable Canadian provincial consumer protection laws.

Contact
Lavena is a trading name of Bright & Balance Inc., 108 west 13th street, Wilmington DE 19801, United States 
Email: hello@lavenacosmetics.com

We may update this policy from time to time. The version published on our website at the time of your order applies to that order.