2026/5/29

Return & Refund Policy

Executive Summary: At Lacuna Vé & Co., we want you to love every piece you wear. We offer returns on eligible, unused items to ensure your satisfaction. However, earrings are intimate, hygienic items; due to health and safety considerations, they are treated as final sale. Below is our detailed policy, written in plain language with your rights and our commitments. (Local consumer protection laws (e.g. EU, China) may impose additional obligations – please see “Local Law Considerations” below.)

Eligible Returns & Exchanges

  • Return Window: You have 30 days from delivery to request a return or exchange. Items must be in their original, unused condition with all tags and packaging intact. Return shipping for standard returns is handled by the customer, and we recommend using a tracked service for your peace of mind. We believe in transparency and want to ensure you have all the information needed to make your experience seamless
  • Defective or Damaged Items: If your item arrives damaged or defective, please email service@lacunave.co within 7 days of delivery with photos and order details. We will confirm the issue and arrange a free exchange of the same item (subject to availability). We cover shipping for confirmed defects.
  • Return Shipping: We aim to keep our pricing accessible for everyone. For standard returns or exchanges due to personal preference, the return shipping is arranged and covered by the customer. We recommend using a tracked shipping service to ensure your return reaches us safely. For items that are confirmed to be defective or incorrect, we will gladly provide a prepaid return label or reimburse your shipping costs to ensure you aren’t out of pocket for our error.
  • Ear-Care Program (First-Time Wearers): If this is your first pair of earrings or your piercings are still healing, order your earrings and then contact us at service@lacunave.co. We will include a complimentary S999 sterling silver ear-care rod as a welcome gift to support your healing process. (If you later decide to return your earrings, you may keep the ear-care rod free of charge.)

Refunds

  • Approved Returns: For any approved return or exchange (e.g. defect), we will refund the original payment method within 5 business days of receiving and inspecting the returned item. You will receive a confirmation email when the refund is issued.
  • Shipping Fees: Please note that original shipping fees are non-refundable. For returns initiated by customer preference, return postage is the responsibility of the customer. However, should an item arrive defective or not as described, we take full responsibility and will cover all associated return shipping costs.
  • Restocking Fees: We do not charge a restocking fee. We do not deduct any fees from your refund except as above.

Return Process

  1. Contact Us: Before returning any item, please email service@lacunave.co with your order number and reason.
  2. Return Shipping: If approved, send the item in its original condition to the address we provide. Always include your order details. For defects, we will reimburse or provide a return label.
  3. Inspection & Refund: Once we receive the return, we inspect it. If it meets our return criteria, we issue your refund within 5 business days. You will be notified by email.

Local Law Considerations

  • In the EU/UK, consumers have a statutory 14-day “right of withdrawal” for online sales. This applies even if our policy is stricter; please be aware local law may override parts of this policy. Consumers in the EU/UK normally bear return shipping costs unless the seller failed to inform them otherwise.
  • In China, consumers have a 7-day no-reason return right on most online purchases. Our hygiene policy may qualify earrings as a non-returnable category, but Chinese law generally requires refunds within 7 days of receiving returned goods.
  • In the US, return laws vary by state. Generally, retailers may set their own return rules if clearly posted. Defective or “not as described” items must be accepted for refund or exchange. No federal cooling-off period applies to most online sales (except special cases like door-to-door sales).

Please note: This policy is designed to be as clear and fair as possible. In the event of any conflict with local consumer protection laws, those laws will govern, and this policy will be updated accordingly. Consider consulting legal advice if you have questions about your rights.