Return & Refund Policy

Last updated: February 9, 2026

RETURNS

At Laxova, we offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

  • the item must be unused, unworn, and in the same condition as received
  • it must be returned in its original packaging, including tags where applicable
  • proof of purchase (order confirmation or receipt) is required

HOW TO START A RETURN

To initiate a return, please contact our support team at:

📧 [support@laxova.com] (replace with your official support email)

Once your return request is reviewed and approved, we will provide:

  • detailed return instructions
  • the return shipping address
  • a return shipping label when applicable

⚠️ Items sent back without prior return authorization will not be accepted.

If you have any questions regarding returns, our support team is always available to assist you.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order immediately upon delivery.

If your item:

  • arrives damaged
  • is defective
  • or you received the wrong product

contact us as soon as possible at [support@laxova.com], including:

  • your order number
  • photos or videos clearly showing the issue

We will evaluate the situation and work promptly to resolve it, either through a replacement or refund, in accordance with this policy.

NON-RETURNABLE ITEMS

Certain items are not eligible for return, including but not limited to:

  • perishable goods (such as food, flowers, or plants)
  • personalized or custom-made products
  • personal care or hygiene products
  • hazardous materials, flammable liquids, or gases
  • gift cards

Items purchased during final sale or clearance promotions are also non-refundable, unless otherwise required by applicable law.

If you are unsure whether an item qualifies for return, please contact us before placing your order.

EXCHANGES

We do not offer direct exchanges.

The fastest way to receive a different item is to:

  1. request a return for the original item, and
  2. place a new order once the return is approved

This ensures faster processing and availability.

EUROPEAN UNION – 14-DAY COOLING-OFF PERIOD

If your order is shipped to an address within the European Union, you are entitled to cancel or return your order within 14 days of delivery, without providing a reason, in accordance with EU consumer protection laws.

To qualify:

  • the item must be unused and in original condition
  • original packaging and proof of purchase are required

This right applies in addition to, and independently from, our standard 30-day return policy.

REFUNDS

Once we receive and inspect your returned item, we will notify you by email regarding the approval or rejection of your refund.

If approved:

  • refunds are issued to the original payment method
  • processing occurs within 10 business days

Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at [support@laxova.com].

CONTACT INFORMATION

Business Name: Laxova
Company Name: Cylla Comércio Digital (trading as Laxova)

Registered Address: São Paulo, SP, Brazil

Fulfillment: International logistics partners

Email:

Customer Support Hours (ET):
Monday – Friday: 9:00 AM – 5:00 PM
Weekends: 11:00 AM – 4:00 PM

We aim to respond to all inquiries within 24 hours.