Returns & Refunds

This means the filter has not been fitted to a shower head, has not had water passed through it, and where possible is returned in its original packaging. Items must not have been modified, tampered with, or damaged after delivery.

You have a legal obligation to take reasonable care of the products while they are in your possession and before they are returned to us. If you fail to comply with this obligation, we may have the right to deduct an amount from your refund reflecting the diminished value of the product resulting from handling beyond what was necessary to establish its condition, characteristics, and functioning.

Products that have been installed and used are not eligible for return under our standard returns policy. However, this does not affect your rights in the event that the product was damaged, defective, or faulty when delivered to you. Nothing in this policy affects your statutory rights.

To start a return, contact us at support@mylavero.com before sending anything back — our team will verify your purchase, provide the return address, and give you instructions to ensure your return is processed smoothly. We may request proof of purchase, such as your order confirmation, to process your request. Returns sent back without prior approval from our team may not be accepted.

When returning a product, please package the parcel securely and include a note with your name and order number inside the parcel. Return shipping costs are the responsibility of the customer for standard returns. Where an item arrives damaged, is confirmed by us to be defective on arrival, or has been incorrectly delivered, we will cover the cost of return shipping by providing a prepaid return label or reimbursing documented return shipping costs upon confirmation. We recommend using a trackable shipping method for all returns, as we are not responsible for items that are lost or damaged in transit on their way back to us under any circumstances. Please save your proof of postage and tracking information until your refund has been confirmed.

Once we receive and inspect your returned item, we will send you a notification confirming whether your refund has been approved or rejected. If the return does not meet our eligibility criteria — for example, if the item shows signs of use or installation beyond what was necessary to examine it — we will notify you by email and the item may be returned to you.

Approved refunds are issued to your original payment method within 10 business days of our receiving the return. Refunds are made using the same method originally used to pay for your purchase. If you received any promotional or other discount when you paid, any refund will only reflect the amount you actually paid for the product.

Please note that processing times may vary depending on your bank or card issuer, and some institutions may take additional business days beyond our processing window before the credit appears on your statement. If more than 15 business days have passed since we received your return and you have not yet received your refund, please check with your bank or payment provider first, as there is often processing time before a refund is posted. If you have done this and still have not received your refund, contact us at support@mylavero.com with your order number.

Please inspect your order immediately upon arrival. If your item arrives damaged, defective, or incorrect due to a shipping or manufacturing issue, contact us at support@mylavero.com on the same day you receive your package. When contacting us, please include your order number and two photos of the item from different angles on a plain, well-lit background, clearly showing the damage or defect.

We reserve the right to determine, based on the photographic evidence provided, whether the damage is the result of a shipping or manufacturing issue or was caused by the customer after delivery. If an item has developed a fault after delivery that is not due to customer misuse, accidental damage, or fair wear and tear, please contact us at support@mylavero.com as soon as the fault becomes apparent and we will assess each case on its merits.

Claims submitted after the day of delivery for damage that was apparent on receipt cannot be accepted. Damage caused by the customer after delivery is not eligible for a return or refund.

Lavero's filter is designed to remove harmful elements from your water — it does not come into direct contact with your skin. In the rare event that changes in your water quality affect your skin and you believe this to be related to your Lavero product, contact us at support@mylavero.com within 24 hours of noticing the reaction. Please include: (a) the product you were using; (b) the type of reaction experienced; (c) how long after use the reaction occurred; and (d) whether you have consulted a healthcare professional. As a goodwill gesture, we will refund the value of the product. We may request additional information or photos to assist our review. Nothing in this section limits your legal rights.

We don't currently offer direct exchanges. The simplest way to try a different product is to return your eligible item in accordance with our returns process and place a new order — our team is happy to assist with any questions you may have about the process.

Nothing in this Returns & Refunds Policy limits or affects your statutory rights as a consumer under applicable law. If you have any concerns about your legal rights in relation to a purchase, you may contact your local consumer protection agency or seek independent legal advice.

For any questions about your return, refund, or order, contact us at support@mylavero.com. We will acknowledge your inquiry within 2 business days and aim to resolve it within 14 business days.