Return, Replacement & Refund Policy

This Policy governs requests concerning returns, replacements, refunds, damaged products, missing products and related post-delivery claims.

Because Lã Vego sells food and consumable products, eligibility may differ between products. The policy recorded for the purchased item generally governs that purchase, subject to applicable law.

1. Product-Specific Eligibility

Not every product is returnable. Return eligibility and applicable periods may be configured separately for individual products.

A policy change made after purchase is not intended to retrospectively alter the policy recorded for that purchased item.

2. Return Period

An eligible request must be submitted within the applicable period recorded for the purchased item.

Different products may have different periods. No return period applicable to one product should be assumed to apply to another.

3. Food and Consumable Products

Food products may be non-returnable for ordinary change-of-mind purposes because of hygiene, safety and quality concerns.

Personal taste, flavour preference, ordering mistakes or change of mind do not automatically create a right to return a consumable product.

4. Genuine Product Problems

Damaged, defective, incorrect, materially misdescribed, unsafe or missing-product issues should be reported as soon as reasonably possible using the available customer-support or return process.

Mandatory remedies available under applicable law are not removed merely because a product is normally non-returnable.

5. Submission Is Not Approval

Creating a return, refund, replacement or complaint request does not constitute acceptance of the claim or an admission of liability.

Requests may be reviewed before a remedy is approved.

6. Evidence Requirements

We may request photographs, videos, packaging, shipping labels, product or batch information and other evidence reasonably relevant to a claim.

Evidence must truthfully and materially accurately represent the product and circumstances being reported.

7. Fabricated or Manipulated Evidence

Evidence must not be fabricated, staged, substituted or materially manipulated to create a false impression.

This prohibition includes deceptive use of artificial intelligence, generative AI, image or video editing, deepfake technology, compositing, altered screenshots, reused material belonging to another product or transaction, or any other technique used to materially misrepresent facts.

The technology used is not the determining factor; the issue is whether the evidence truthfully represents the relevant facts.

8. Additional Verification

Where reasonably necessary, we may request additional or clearer evidence before deciding a claim.

Submitted evidence may be assessed together with legitimate order, payment, fulfilment, courier, tracking, delivery, communication, return and inspection records.

A customer's photograph or video is not automatically conclusive merely because it has been submitted, and absence of a particular internal photograph or record is not by itself an admission that a claim is correct.

9. Product Substitution

Returning a product different from the one supplied, replacing product contents, returning counterfeit or unrelated goods, or otherwise substituting the returned item is prohibited.

A material mismatch may result in rejection of the request where legally permitted and may be investigated as suspected fraud.

10. Intentional Damage or Tampering

A customer must not intentionally damage, contaminate, alter or tamper with a product or packaging for the purpose of creating or strengthening a claim.

Claims arising from customer misuse, alteration, modification or improper handling may be treated according to the facts and applicable law.

11. Missing-Item Claims

Missing-item and quantity claims may be reviewed against relevant order, fulfilment, shipment, package and delivery information where available.

Knowingly submitting a false missing-item or quantity claim is prohibited.

12. Product Consumption

Where an alleged issue would reasonably have been apparent before substantial consumption, the amount consumed may be relevant to our assessment of a discretionary return or refund request.

This does not override mandatory remedies concerning genuine product defects or safety issues.

13. Return Review

We may review eligibility, timing, order information, the reason supplied, evidence and other relevant circumstances before approving a return.

14. Pickup

An approved physical return may be collected through available logistics services or handled using other return instructions provided by us.

Customers should not independently ship products to an address without following the applicable return instructions unless otherwise agreed.

15. Condition of Returned Products

The affected product, relevant packaging and other items should be preserved in a condition reasonably necessary for assessment where the circumstances permit.

16. Warehouse Inspection

Returned items may be inspected before a final refund is processed.

Inspection may verify identity, quantity, condition, packaging and consistency with the approved claim.

17. Failed Inspection

Where inspection reasonably establishes substitution, unrelated damage, material tampering, a materially different item or another discrepancy inconsistent with the approved request, the requested remedy may be declined or adjusted where permitted by law.

18. Refund Amount

An approved refund will be calculated according to the affected item, amount paid, discounts, promotions, applicable charges, reason for refund and applicable law.

Returning one item does not automatically create entitlement to refund unrelated products or unrelated portions of an order.

19. Shipping and Other Charges

Shipping, COD, payment, packaging, handling or similar charges are not automatically refundable merely because a return is approved.

Their treatment depends on the reason for the remedy, the applicable transaction and applicable law.

20. Promotions and Coupons

Refund calculations may account for coupons, discounts and promotional benefits attributable to the returned product or transaction.

A refund does not automatically entitle a customer to retain a promotional benefit that would no longer apply, except where the promotion or applicable law requires otherwise.

21. Refund Method

Approved refunds will ordinarily be initiated through an appropriate available refund method, including the original payment channel where supported.

22. COD Refunds

For an approved COD refund, we may request payment or bank information reasonably required to remit the refund.

Customers should never provide passwords, PINs or CVVs for this purpose.

23. Processing Time

After we initiate an approved refund, banking and payment-provider processing time may be outside our direct control.

24. Replacement

A replacement may be offered where appropriate and stock is available. Replacement is not guaranteed where the product is unavailable or another remedy is appropriate.

25. Duplicate Recovery

Customers must not knowingly seek or retain multiple recoveries for the same loss through refunds, replacements, chargebacks, payment disputes or other channels without disclosing the prior recovery where relevant.

26. Requests That May Be Declined

Subject to applicable law, a request may be declined where the item is ineligible, the applicable period expired, requested verification is not reasonably provided, evidence materially misrepresents the facts, a different product is returned, the product was materially altered or misused after delivery, or reasonable evidence establishes fraud or material abuse.

27. Fraud and Abuse

We may investigate patterns reasonably indicating return fraud, refund abuse, product substitution, fabricated claims, deliberate delivery refusal, duplicate recovery or other material misuse.

Where permitted by law and supported by the circumstances, protective measures may include additional verification, rejection of the affected fraudulent request, restriction of COD or return functionality, account review and preservation of relevant records.

28. Legal or Payment Disputes

Where a transaction becomes subject to a payment dispute, regulatory complaint or legal proceeding, relevant transaction and claim records may be preserved and submitted to the appropriate provider, authority or forum where legally permitted.

29. Refused and Undeliverable Orders

Orders refused or rendered undeliverable because of customer-provided information or customer conduct may be handled according to the circumstances, associated costs and applicable law.

Repeated demonstrated misuse may result in restrictions on future COD or ordering options where legally permitted.

30. International Returns

International returns may be affected by logistics, customs, import restrictions and destination-country requirements.

31. Mandatory Consumer Remedies

Nothing in this Policy removes a remedy that applicable law requires us to provide for defective, unsafe, damaged, incorrect, misdescribed or otherwise legally non-conforming goods.

This qualification does not create additional voluntary return rights beyond those otherwise stated in this Policy.

32. Policy Snapshot

Where our system records return eligibility and conditions for an order item, later administrative changes are not intended to retrospectively alter that recorded purchase policy.

33. Changes to This Policy

We may update this Policy for future transactions. Changes will not retrospectively remove rights attached to an existing transaction where doing so would be unlawful.

34. Contact and Grievances

Return, refund and replacement questions may be submitted through the official customer-support facilities published on the website.