Refund policy

LOOV stands behind the quality and safety of its products. This Quality Guarantee applies only where a refund or replacement request is connected to a verified product quality issue and is made within fourteen (14) days of delivery. LOOV does not offer refunds based on personal preference, taste, texture, flavor profile, or subjective dissatisfaction.

This policy replaces and supersedes any prior references to a “money back guarantee” or “satisfaction guarantee.”

What qualifies as a Quality Issue

A Quality Issue means a material defect or problem with the product itself, including:
1.    product arrives damaged, leaking, or with compromised packaging
2.    product is expired at the time of delivery or has an incorrect best‑before date
3.    product shows visible contamination, foreign material, or off‑odor indicating a safety or quality defect
4.    product materially differs from its description due to a production, labeling, or fulfillment error

What does not qualify

The following are not Quality Issues and are not eligible for a refund or replacement:
1.    dissatisfaction due to personal preference regarding taste, texture, smell, color, or flavor
2.    personal preference or expectation mismatch
3.    ordering too many units, ordering the wrong product, or changing one’s mind
4.    issues caused by improper storage or handling after delivery
5.    natural variation consistent with organic or minimally processed products
6.    requesting an address change after the order is placed, due to moving or relocation, is not eligible for a refund or replacement

Time limits

Requests must be submitted within fourteen (14) days of delivery. Claims involving shipping damage must be reported within seven (7) days of delivery.

How to submit a request

To request review under the Quality Guarantee, contact hello@loovfood.com and include:
1.    order number
2.    product name and quantity
3.    LOT/batch number and best‑before date (photo required)
4.    description of the alleged Quality Issue
5.    photos showing the issue and packaging

Inspection and returns

Because food products are not typically resalable once shipped, LOOV may, at its discretion, provide a remedy without requiring a return in limited circumstances. However:
1.    for multi‑unit orders (two or more units of the same product), LOOV may require return of affected or unopened units for inspection before approving any refund or replacement
2.    if LOOV requests a return for inspection and the customer declines, LOOV may deny the request

Remedies

If LOOV confirms a Quality Issue, LOOV will provide one of the following remedies, at its discretion unless otherwise required by law:
1.    replacement of the affected unit(s)
2.    refund of the purchase price of the affected unit(s)
3.    store credit equal to the purchase price of the affected unit(s)

Limitations for multi‑unit purchases

To prevent abuse while ensuring fair resolution of legitimate quality concerns:
1.    refunds for opened products may be limited to one opened unit per product per order unless evidence shows a broader batch defect
2.    unopened units may require return prior to refund approval
3.    additional documentation may be required for high‑quantity or high‑value orders

Shipping and fees

Original shipping charges, duties, and taxes paid to government authorities are non‑refundable unless required by applicable law.

Third‑party purchases

If products were purchased through a third‑party retailer or marketplace, that seller’s policies apply.

Fraud and abuse

LOOV reserves the right to deny requests that appear fraudulent, abusive, or unsupported, and to require additional verification or inspection.