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Return Policy

We accept returns within 30 days of delivery.

To be eligible for a return, items must be:

In the same condition as received
Unused, uninstalled, and in resalable condition
In the original packaging, without signs of installation or use
Accompanied by the receipt or proof of purchase

How to Start a Return

You may initiate a return in either of the following ways:

Contact us at: customerservice@luvohome.com
Ship the item directly to our return address:

Return Address:
3900 South 50th Street
Tampa, FL 33619
United States

If you contact us before shipping, we can provide instructions and help ensure proper processing.

Return Shipping Costs

Return shipping costs are the responsibility of the customer. You may use any carrier of your choice unless instructed otherwise.

Restocking Fee

A 15% restocking fee applies only to non-defective, buyer’s remorse returns and will be deducted from your refund. No restocking fee is charged for items that are damaged, defective, or incorrect.

Any applicable restocking fees are clearly disclosed prior to checkout and deducted from the refund total.

Damaged, Defective, or Incorrect Items

Inspect your order upon arrival. If your item is damaged, defective, or incorrect, please email us at customerservice@luvohome.com within 48 hours with:

Your order number
Photos of the item and packaging

We will resolve the issue promptly. These items are eligible for a full refund or replacement without a restocking fee.

Exceptions / Non-Returnable Items

The following items are not eligible for return:

Custom or personalized items
Items that have been installed or altered

Gift cards are also non-returnable. If you are unsure whether your item qualifies for return, please contact us before shipping.

Refund Processing

Once we receive and inspect your return, we will notify you of approval or rejection. If approved:

Refunds are issued to your original payment method
Processing takes 3–5 business days
The refund amount reflects any applicable restocking fee (if the item is not damaged or defective)
Original shipping costs are non-refundable unless the return is due to a damaged, defective, or incorrect item

Late or Missing Refunds

If you have not received your refund:

Check your bank account again
Contact your credit card company
Contact your bank — posting times may vary

If you still have not received your refund, please contact us at customerservice@luvohome.com.

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Order Fulfillment & Shipping Policy

All orders are subject to our current inventory availability. If a product you ordered is out of stock, one of our consultants will contact you within 24 hours to discuss the best available alternative. Placing an order constitutes an offer to purchase. Your order is not considered accepted until payment is successfully processed and confirmed by Luvohome.

Shipment Processing & Delivery Time

Orders are typically processed within 1 business day. Same-day processing may be available when possible. Standard delivery time is approximately 5–7 business days. For customizable, made-to-order, or special products, delivery timelines may range from 4–5 weeks or 8–14 weeks. Products with an estimated delivery time of 8–14 weeks are considered Pre-Order or Made-to-Order items and may be marked as out of stock in our system. Delivery timeframes are estimates and may be affected by factors beyond our control, including carrier delays. While Luvohome is not responsible for such delays, we will assist in coordinating updates with the freight carrier.

Delivery Method

Standard LTL Freight Delivery: Orders are delivered curbside, to the driveway, or to the nearest accessible location. Inside delivery, placement inside a home, garage, or job site is not included. Freight drivers are responsible solely for unloading the shipment from the vehicle. Customers are advised to have adequate assistance available on the delivery day to safely move heavy or oversized items.

Shipping Rates & Coverage

We ship throughout the contiguous United States. The shipping rate displayed on the Cart and Checkout pages reflects the final standard freight rate for your order and includes standard delivery services. Luvohome utilizes advanced freight calculation systems to ensure shipping costs are accurately calculated regardless of fulfillment location.

Shipment Confirmation & Tracking

Once your order has shipped, you will receive a shipment confirmation email containing tracking information. Tracking numbers are typically activated within 24 hours of carrier pickup.

Damage & Inspection

Customers must inspect all shipments upon delivery. If any visible damage to pallets, packaging, or materials is observed, it must be clearly noted on the Proof of Delivery (POD) before signing. Photographs of the damage must be taken at the time of delivery. Luvohome must be notified on the same day of delivery with supporting photos and a copy of the POD. Damage must be properly documented in order to file a freight claim. Claims reported more than 7 business days after delivery cannot be accepted.

Order Cancellation Before Shipment

Orders may be canceled prior to shipment. Once an order has departed the vendor or fulfillment warehouse, cancellations will incur two-way shipping fees and a 15% restocking fee to cover handling, logistics, and processing costs.

Post-Delivery Inspection & Acceptance

All items must be inspected immediately upon delivery to verify accuracy and condition. Any missing, damaged, or incorrect items must be reported within 24 hours of delivery. Any installation, modification, or use of the product constitutes acceptance of the order and voids eligibility for claims. Natural stone products inherently vary in color, texture, and veining. These natural variations are not considered defects. For best visual results, we recommend blending materials from multiple pallets during installation.

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Base Ash Lux

Description

Return & Refund Policy

Shipping & Delivery

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