Refund policy

Return & Refund Policy – LAOVILAND Imagine

Version 3 – 17 Juillet 2026

Preamble

At LAOVILAND Imagine, each piece is unique and made after each order. We are committed to delivering quality creations and providing reliable service. This Return & Refund Policy sets out the situations in which a replacement, the shipment of a new piece, or a refund may be considered.

Geographic availability (USA only)

LAOVILAND Imagine currently sells and ships only within the United States. A U.S. shipping address is required at checkout.
Any expansion to other countries may be offered at a later date.

   1. Reporting an Issue

• When your order ships, a confirmation email is sent with the details (pieces, specifications, visuals). This email provides access to order tracking via a dedicated link.
• Recommended channel (fastest): from this email, the customer can use the button provided to report an issue and submit a request (replacement / shipment of a new piece / refund).
• Alternative: if necessary, the customer may also email us atcontact@laoviland.com, stating the order number and attaching clear photos of the pieces concerned (and of the packaging if helpful).

2. Accepted cases for replacement or refund

A replacement, the shipment of a new piece, or a refund may be considered in the following cases:
• Pieces damaged upon delivery or presenting a manufacturing / workmanship defect, identified upon opening the package and reported within 30 days of receipt (with supporting photos). The pieces concerned must be unworn, unwashed, and in their original condition.
• Picking or production error resulting in non-conformity with the order (for example: wrong model, wrong design, wrong size/color, or any other non-conforming element), reported within 30 days of receipt.
• Delivery failure confirmed by the carrier (in which case a new shipment may be arranged). 

Damage occurring after delivery is excluded (use, washing, improper care, accident, alteration, normal wear and tear). LAOVILAND Imagine reserves the right to refuse a refund or replacement if the items show signs of natural wear consistent with normal use.

3. Excluded cases (no refund / no replacement)

• Incorrect shipping address provided by the customer.
• The pieces match the order, but the customer requests a different size, color, or model.
• Minor size deviations (less than 1") compared to the size guide.
• Pieces showing natural wear from use (washing, friction, prolonged wear) or resulting from misuse / improper care.

4. Returns in case of change of mind (30 days)

• Returns due to a change of mind are accepted within 30 days of receipt.
• Conditions:
✓ The pieces must be unworn, unwashed, intact, and returned in their original condition.
✓ For hygiene reasons, underwear and swimwear are not eligible for return.
✓ LAOVILAND Imagine reserves the right to refuse a return if the pieces are damaged, stained, or if the sewn label has been removed.

5. Refunds

• If a refund is approved, it will be issued to the original payment method.
• Payments are processed via Shopify Payments and PayPal to the original payment method. The refund is initiated through the platform, and the time it takes to appear in your account depends on your bank and/or payment provider.
• Once a refund is issued, a confirmation email may be sent.

6. Contact
For any questions or requests related to this policy:
📧contact@laoviland.com