Refund Policy

Last updated: 1 October 2026

P-LOUISE is a trading name of Zorvane Group LLC ("we", "us", "our"). This policy explains how returns and refunds work for orders placed on our store. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. 30-day returns

You may request a return within 30 days of receiving your order. To be eligible, items must be unused, unopened, with their original seal intact and in their original packaging.

2. Hygiene exception

For health and hygiene reasons, cosmetic products that have been opened, unsealed, swatched or used cannot be returned, unless they are faulty, damaged or not as described. This applies to sealed goods that are unsealed after delivery, as permitted under the Consumer Contracts Regulations 2013.

3. Your 14-day right to cancel

Under UK law you can cancel your order for any reason within 14 days of receiving it, subject to the hygiene exception above. If you cancel within this period, we will refund the price of the goods and the standard delivery charge you paid.

4. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us within 30 days of delivery with your order number and photos of the item and packaging. We will offer a replacement or a full refund, and we will cover any return shipping costs.

5. How to start a return

Email support@p-louisee.com with your order number and the reason for your return. We will reply with return instructions and the return address. Please do not send items back without contacting us first, and do not send returns to our business address, as they cannot be processed there.

6. Return shipping costs

Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.

7. Refunds

Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 14 days of receiving the returned item (or proof that you have sent it back, if earlier). Depending on your bank or card provider, it may take a few additional days for the refund to appear.

8. Exchanges

We do not offer direct exchanges. To receive a different item, please return the original item for a refund and place a new order.

9. Contact

Zorvane Group LLC (trading as P-LOUISE)
1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, United States
Email: support@p-louisee.com
Phone: +1 914 339 5543