Refund policy

Last updated: June 2026

We want you to be completely happy with your Lonva purchase. If something isn't right, we make returns simple and fair — no hassle, no hidden fees.

30-Day Money-Back Guarantee

You have 30 days from the date you receive your order to return any product for a full refund — no questions asked. This applies whether you've changed your mind, it's not quite right for you, or you're simply not satisfied.

Your Legal Rights

This policy is offered in addition to any statutory rights you may have under applicable consumer protection laws in your country. For UK customers, this includes the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your legal right to a refund, repair, or replacement for faulty, misdescribed, or not-as-described goods.

Change of Mind Returns

If you simply change your mind or the product isn't right for you:

You have 30 days from delivery to notify us that you wish to return.
The product must be in its original condition and original packaging, with all accessories included.
You may open and inspect the product (as you would in a shop), but it must not show signs of extended use or damage caused by you.
Once we receive the returned item and confirm its condition, we will issue a full refund including the cost of standard delivery (if you paid for delivery).
Return shipping costs are the customer's responsibility for change-of-mind returns.

Faulty, Damaged, or Misdescribed Items

If your product arrives faulty, damaged, or is not as described on our website:

Contact us as soon as possible (and within 30 days of delivery for a full refund).
We will arrange a free return — you will not pay return shipping.
You are entitled to a full refund, or a replacement if you prefer.
If a fault develops within 6 months of delivery, we will assume the product was faulty at the time of delivery (unless we can prove otherwise) and offer a repair, replacement, or refund.

2-Year Guarantee

All Lonva products come with a 2-year guarantee against manufacturing defects. If your product develops a defect within 2 years of purchase, contact us and we will arrange a repair or replacement free of charge.

How to Start a Return

Contact us — email contact@lonvahealth.com with your order number and reason for return. We will confirm your return and provide a return address.
Pack the product — place the product securely in its original packaging with all accessories and documentation.
Ship it back — send the parcel using a tracked delivery service (we recommend keeping your proof of postage). For change-of-mind returns, return shipping is at your cost. For faulty/damaged items, we will provide a prepaid return label or reimburse postage.

Refund Processing

Refunds are processed within 14 days of receiving the returned item (or 14 days of you providing evidence of return postage, whichever is earlier).
Refunds are issued to the original payment method (the card or payment account you used to place the order).
Depending on your bank or card provider, it may take an additional 5–10 working days for the refund to appear in your account after we process it.
We will not deduct any restocking fee or admin charge from your refund.

Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns on:

Hearing aid ear tips/domes that have been used (unused spares can be returned).
TENS electrode pads that have been opened and applied to skin (the device itself can be returned).

This does not affect your rights if the product is faulty.

Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.

Late or Missing Refunds

If you have not received your refund within 14 days of us confirming it was processed:

Check your bank or card statement again.
Contact your bank or card provider — there is often a processing delay.
If you've done both and still have not received it, contact us at contact@lonvahealth.com.