Refund Policy

Refund Policy

Returns & Refunds

At Plovena, customer satisfaction is important to us. If you receive a damaged, faulty, or incorrect item, we're here to help with a straightforward returns and refund process.

10-Day Return Window for Damaged or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, you have 10 days from the date of delivery to request a return, replacement, or refund. Please include clear photographs or a short video showing the issue when contacting us.

To begin a return request, please email us at support@plovena.com. Requests received after the 10-day period may not be eligible for a refund or replacement.

Returns for Clothing & Footwear

• Item Condition: Returned items must be unworn, unused, unwashed, with all original tags attached and returned in their original packaging. All returned items are inspected upon arrival.
• Return Postage: Customers are responsible for return postage costs unless the item is faulty, damaged, or an incorrect product was supplied.
• Sizing: Returns or cancellations cannot be accepted if the correct size and item were delivered. Please refer to our size guide before placing your order.
• Eligibility: Items showing signs of wear, washing, damage, or misuse cannot be accepted for refund.

Non-Returnable Items

The following items are not eligible for return:

• Personalised or custom-made products
• Gift cards
• Personal care or hygiene products
• Perishable goods
• Items marked as Final Sale

Please note that refunds are only available for products that are damaged, faulty, or incorrectly supplied. We cannot offer refunds simply because you've changed your mind or no longer require the item.

Incorrect Delivery Address

Please ensure your delivery address is entered correctly during checkout. Orders that cannot be delivered due to an incorrect or incomplete address are not eligible for a refund.

Lost or Stolen Parcels

Once a parcel has been confirmed as delivered by the courier, Plovena cannot accept responsibility for lost or stolen parcels. If this occurs, please contact the courier directly to begin an investigation.

Delivery Delays

Delivery estimates are provided as a guide only. Delays caused by couriers, customs authorities, severe weather, or other circumstances beyond our control do not qualify for cancellation or refund once an order has been dispatched.

Customers in the United Kingdom

If applicable under UK consumer legislation, your statutory rights remain unaffected. Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws.

How to Return an Item

To request a return, email support@plovena.com with your order number and photographs of the item (where applicable). Please wait for return instructions before sending any parcel back to us. Returns received without prior authorisation may not be accepted.

Refund Processing

Once your returned item has been received and inspected, we'll notify you of the outcome. Approved refunds will be issued to your original payment method within 10–15 business days. Processing times may vary depending on your bank or payment provider.

If you haven't received your refund after 15 business days from approval, please contact us at support@plovena.com.

Customer Support

Our customer support team is available:
Monday–Friday: 9:00 AM – 7:00 PM (GMT/BST)

Contact Details

Store Name: Plovena
Company: Plovena LTD
Address: 42 Rowan Meadow, Bristol, BS7 9QX, United Kingdom
Email: support@plovena.com