Refund policy
Last updated: August 4, 2026
We want customers to understand the return process before purchasing. This Policy applies to purchases made directly through levenne.com. Purchases made through another retailer or marketplace must be returned through that seller unless we expressly agree otherwise.
1. Thirty-day voluntary return window
You may request a voluntary return within 30 days after delivery if the product is eligible and all of the following conditions are met:
• it is unused and has not been tested, applied, worn, washed, altered, or damaged;
• it is unopened and any hygiene, tamper, or protective seal remains intact;
• it is in its original packaging with included accessories, components, gifts, and documentation; and
• you provide proof of purchase from levenne.com.
A return request does not become approved until we issue return authorization and instructions.
2. Products not eligible for voluntary return
Except where mandatory law requires otherwise, we do not accept voluntary returns of:
• opened, used, tested, or unsealed cosmetics, beauty, personal-care, hygiene-sensitive, consumable, or intimate-contact products;
• products damaged after delivery through misuse, improper storage, accident, alteration, or failure to follow instructions;
• personalized, customized, or made-to-order products;
• digital products, downloadable content, or gift cards after delivery or use;
• products marked final sale before purchase;
• incomplete bundles or sets, unless we approve a partial return; or
• products purchased from another seller.
This section does not limit remedies for products that are faulty, damaged on arrival, incorrect, unsafe, or materially misdescribed.
3. How to request a return
Email hello@levenne.com and include:
• your order number;
• the email address used for the order;
• the product you want to return;
• the reason for the request; and
• photographs or other evidence where relevant.
Do not send products to our business address or any other address until we provide written authorization and the correct return instructions.
Approved returns may be directed to our Wyoming address or to another authorized return facility. An unauthorized return, cash-on-delivery parcel, or parcel sent to the wrong address may be refused and may not qualify for a refund.
4. Return shipping
For an eligible voluntary return, you are responsible for return shipping and any associated customs, duties, insurance, or carrier charges.
Use a reliable service and keep proof of shipment. We are not responsible for a return lost or damaged before it reaches the authorized facility.
If we provide a prepaid label for convenience on a customer-responsible return, the disclosed label cost may be deducted from the refund where permitted by law.
Where the return is caused by our verified error, such as an incorrect or defective product, we will provide or reimburse a reasonable return method where required.
5. Inspection and refund approval
A returned product is inspected after receipt. We may reduce or refuse a voluntary refund if the product is used, opened, incomplete, damaged, missing original packaging, or otherwise fails the eligibility conditions, to the extent permitted by law.
If approved, the refund is issued to the original payment method. We do not normally refund to a different card, bank account, or person.
We may resolve a low-value, damaged, defective, or incorrect-item claim without requiring a physical return. This is a customer-service decision and does not create a general “keep the product” policy.
6. Refund timing
After approval, we normally initiate a refund within 5–10 business days. Your bank, card issuer, Shopify, Stripe, PayPal, or other provider may require additional time to post the funds.
If a refund confirmation has been issued but funds have not appeared after the provider’s normal processing period, contact your payment provider and then contact us with the order and refund details.
7. Original shipping and other charges
For voluntary returns, original shipping charges, expedited-delivery upgrades, gift-wrapping charges, and customs or duty payments are not refundable unless applicable law requires otherwise.
Where an eligible order originally received promotional free shipping, there is no customer-paid standard shipping amount to refund.
If a parcel is refused, unclaimed, returned because of an incorrect address, or returned due to unpaid disclosed import charges, actual outbound shipping, return-to-sender charges, duties, and unrecoverable carrier fees may be deducted where permitted by law.
We do not deduct a separate card-processing fee from an otherwise approved refund.
8. Damaged, defective, incorrect, or missing items
Inspect the order promptly. Contact hello@levenne.com within 7 days after delivery if an item arrives damaged, defective, incorrect, incomplete, or materially different from the description.
Include clear photographs of:
• the product;
• the external and internal packaging;
• the shipping label; and
• any batch, lot, serial, or identifying information requested.
Keep the product and packaging until the claim is resolved. We may request additional information, return of the item, or carrier cooperation.
The seven-day reporting request helps us investigate carrier and fulfillment issues. It does not eliminate statutory rights that apply for a longer period.
Depending on the circumstances, we may provide a replacement, repair where appropriate, partial refund, full refund, or another remedy required by law.
9. Order cancellation and changes
Contact us as soon as possible, preferably within 6 hours after ordering, if you want to cancel or change an order.
A request is not guaranteed. Orders may enter fulfillment quickly. We cannot cancel or change an order after fulfillment or shipment has begun. If an eligible product is delivered, you may request a return under this Policy.
If we cancel an order before shipment, we will refund the captured amount to the original payment method.
10. Exchanges
We do not guarantee direct exchanges. The usual process is to return an eligible product and place a new order. For an incorrect or defective product, customer service may arrange a replacement without requiring a new purchase.
11. Bundles, gifts, and promotional items
Unless we approve otherwise, all components of a bundle or set must be returned together. If you return part of an order that qualified for an order-level promotion, the refund may be recalculated based on the products retained.
A free gift may need to be returned if the remaining order no longer satisfies the promotional conditions. If it is not returned, its disclosed value may be deducted where permitted by law.
12. Subscriptions
Canceling a subscription stops future renewals in accordance with the Subscription and Recurring Purchase Policy. It does not automatically cancel an order that has already been charged or entered fulfillment.
A delivered subscription order is subject to the same return eligibility rules as a one-time order, unless a mandatory law provides otherwise.
13. Refused, unclaimed, and undeliverable orders
Refusing delivery is not a substitute for an approved cancellation or return. A refused, unclaimed, incorrectly addressed, or customs-rejected parcel may not be refundable until it reaches an authorized return facility and is inspected.
Any refund may be reduced by unrecoverable costs as described in this Policy, subject to mandatory consumer rights.
14. Return abuse and fraud
We may refuse a voluntary return, restrict future purchases, or take other reasonable action where there is evidence of return fraud, false claims, empty-box returns, product substitution, repeated abuse, chargeback manipulation, or violation of this Policy.
We will not restrict a lawful remedy solely because a customer has exercised a statutory consumer right.
15. UK and EEA statutory cancellation rights
If you are a consumer in the United Kingdom or European Economic Area and applicable distance-selling law grants a right to cancel, you generally may notify us within 14 days after receiving the goods and then return them within 14 days after giving notice.
The statutory right may not apply to goods that are sealed for health-protection or hygiene reasons after you unseal them, personalized goods, goods that deteriorate rapidly, or other legally excluded categories.
To exercise the right, send a clear statement to hello@levenne.com identifying the order and your decision to cancel. You may use the model form below, but it is not mandatory.
You must take reasonable care of the goods and may inspect them only as you could reasonably do in a physical shop. We may reduce the refund for loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, where law permits.
Where the statutory cancellation right applies, we will refund the eligible product price and the cost of the least expensive standard delivery option offered for the order. Extra amounts paid for expedited or premium delivery are not refundable. We may withhold the refund until we receive the goods or evidence that you sent them back, where permitted.
You normally bear the direct return cost unless we agreed otherwise, failed to provide legally required notice, or the goods are faulty or misdescribed.
16. Mandatory rights
Nothing in this Policy excludes or limits rights that cannot lawfully be excluded. If this Policy conflicts with a mandatory consumer-protection law, the mandatory law controls.
17. Model cancellation form for UK and EEA consumers
Complete and send this form only if you wish to cancel under an applicable statutory right:
To: Levenne / Black Ash Commerce LLC, 1603 Capitol Avenue, Suite 413K, Cheyenne, Wyoming 82001, United States; hello@levenne.com
I give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods:
Ordered on / received on:
Consumer name:
Consumer address:
Signature, only if submitted on paper:
Date:
18. Contact
Return and refund requests: hello@levenne.com