Refund Policy

At Pluvella, we want you to be satisfied with your purchase. Because our products are made to order through our fulfillment partner, each item is produced specifically for you after your order is placed. Please read our Refund Policy carefully before making a purchase.

Returns

Because our products are made to order and skincare products must remain sealed for hygiene reasons, we do not accept returns or exchanges for:

Change of mind
Buyer’s remorse
Accidental orders
Opened or used products
Allergic reactions or skin sensitivity, unless the product arrived damaged, defective, or incorrect

Please review your order carefully before completing your purchase.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 30 days of receiving your order.

Email us at pluvella1@gmail.com and include:

Your order number
A description of the issue
Clear photos of the product
Clear photos of the packaging, if applicable

Once your claim has been reviewed and approved, we will provide a replacement or refund at no additional cost.

Lost Packages

If your package is lost during transit or cannot be delivered, please contact us within 30 days of the estimated delivery date.

We will investigate the issue with our fulfillment partner and carrier. If your claim is approved, we will send a replacement or issue a refund.

Packages marked as delivered by the shipping carrier are generally not considered lost. If your tracking information shows your order was delivered but you cannot locate it, please first check with members of your household, neighbors, or your local postal carrier.

Refunds

If your refund request is approved, your refund will be issued to your original payment method.

Please allow 5-10 business days for your financial institution to process and post the refund after it has been issued.

Original shipping charges are non-refundable unless the refund is due to our error or a damaged, defective, or incorrect item.

Order Cancellations

Orders may only be cancelled or modified before they enter fulfillment.

Once an order has entered fulfillment, it cannot be cancelled, modified, or refunded.

Contact Us

If you have any questions about this Refund Policy or need assistance with your order, please contact us:

Pluvella
Email: pluvella1@gmail.com