Shipping, Returns & Refund Policy

Last updated: 16 September 2026

At Lavieloo, we believe in being transparent about our products, delivery timelines and customer service. Your satisfaction and your bunny's well-being matter to us! 🐰

Please read our shipping, returns and refund policy before placing your order.

1. Shipping & Delivery

Estimated delivery time: Up to approximately 2 months, depending on your location.

Lavieloo ships internationally, with orders fulfilled through our logistics partners in China.

As most international orders are transported by sea freight, delivery may take longer than standard courier services.

What to expect

• Order processing: Your order will be prepared and handed over to our logistics partner.
• Tracking information: Tracking numbers are generally generated within 3–5 days after your shipment has been processed by our logistics partner.
• Estimated delivery: Depending on your country and location, delivery may take approximately 35–60 days from order placement.

Please note that these are estimates, not guaranteed delivery dates. Actual delivery times may vary due to shipping schedules, customs clearance, port congestion, weather conditions and other circumstances beyond our control.

We understand that waiting for your Lavieloo can be frustrating, and we sincerely appreciate your patience.

If your order is taking longer than expected, please contact us at bunnybackers@lavieloo.com. We will be happy to check its status with our logistics partner.

If we are unable to fulfil your order or delivery exceeds the agreed timeframe, we will work with you to find an appropriate resolution, including cancellation or a refund where applicable.

2. Returns & Exchanges

Due to the hygienic nature of our rabbit litterboxes, we generally do not accept change-of-mind returns for products that have been opened, assembled or used.

This includes situations where:

• Your bunny does not take to the litterbox.
• You change your mind after purchasing.
• The product does not suit your personal preferences.

We encourage customers to carefully review the product dimensions, features and specifications before purchasing.

This policy does not affect your statutory consumer rights, including your rights relating to defective or incorrectly supplied products.

3. Damaged, Defective or Incorrect Items

We take great care in preparing your order. However, we understand that issues can occasionally occur during manufacturing or international shipping.

Please contact us if:

• Your product arrives damaged during shipping.
• You receive an incorrect product or variant.
• Your product has a manufacturing defect.
• Your order arrives with missing components.

How to report an issue

Please contact bunnybackers@lavieloo.com within 7 days of receiving your order, where possible.

Include the following information:

1. Your order number.
2. A brief description of the issue.
3. Clear photographs or videos showing the problem.
4. Photographs of the shipping carton and packaging, if damaged.

Important: If your shipping carton appears damaged upon arrival, please take photographs before opening it.

Our team will review your case and determine an appropriate resolution, which may include replacement parts, a replacement product or a refund.

You do not need to return a defective product before contacting us. Please wait for our instructions.

The 7-day reporting period helps us investigate shipping issues promptly. It does not limit any rights you may have under applicable consumer protection laws.

4. Non-Returnable Items

Unless required by applicable law or approved by our customer support team, we do not accept change-of-mind returns for:

• Products that have been used by a rabbit.
• Products that have been opened or assembled and cannot be safely resold for hygiene reasons.
• Products that are no longer in their original condition.
• Sale or clearance items where clearly stated at the time of purchase, subject to applicable consumer rights.

If your product is defective, damaged or incorrectly supplied, please contact us regardless of whether it has been opened.

5. European Union – 14-Day Right of Withdrawal

Customers who are entitled to the European Union's statutory 14-day right of withdrawal may cancel their purchase without providing a reason within 14 days of receiving their order.

To exercise this right, please email bunnybackers@lavieloo.com within the applicable withdrawal period.

For change-of-mind returns:

• Please keep the product unused and in its original packaging where possible.
• Customers are responsible for the direct cost of return shipping unless otherwise required by law or agreed by Lavieloo.
• Products must be returned within 14 days of notifying us of your decision to withdraw.

Certain sealed products that are unsuitable for return for health protection or hygiene reasons may be exempt from the right of withdrawal once unsealed, where the legal conditions for that exemption are met.

Opening or assembling a product does not automatically remove your statutory withdrawal rights. However, you may be responsible for any reduction in the product's value caused by handling beyond what is necessary to inspect it.

These provisions do not affect your statutory rights regarding defective or non-conforming goods.

6. Refunds

Once your return has been received and inspected, where a return is required, we will notify you of the outcome.

If your refund is approved, it will be issued to your original payment method.

Refunds are generally processed within 10 business days of approval, subject to applicable statutory refund deadlines.

Please allow additional time for your bank or credit card provider to process the transaction.

For eligible EU withdrawals, refunds will be processed within the legally required timeframe. Where permitted by law, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at bunnybackers@lavieloo.com.

7. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible.

If your order has not yet been dispatched, we will review your cancellation request and confirm the available options.

If your order has already been handed over to our logistics partner, cancellation may not be possible immediately, as international shipments cannot always be intercepted.

We will work with you to determine the next steps in accordance with your applicable consumer rights.

8. Why Do We Have a Hygiene Policy?

Lavieloo is designed to help rabbits enjoy a cleaner litterbox experience by separating urine and droppings.

Once a litterbox has been used by a rabbit, we cannot guarantee that it can be safely cleaned and resold to another customer.

Our hygiene policy helps us maintain appropriate product standards while protecting the well-being of our bunny community.

Thank you for your understanding and support! 🐰

Need Help?

We're a small team doing our best to bring Lavieloo to bunny owners around the world.

If you have any questions about your order, shipping status or product, please reach out to us.

Email: bunnybackers@lavieloo.com

Website: www.lavieloo.com

Thank you for supporting Lavieloo and being part of our bunny community!

Bunny Poo-wer! 🐰