Refund policy

Effective date: October 13, 2026

1. Scope and definitions

1.1 This Refund Policy (the "Policy") governs the return of products (the "Products"), the cancellation of orders, and the refund of sums paid in respect of Products purchased through this website (the "Site") from DSZ Ecom LLC, a Wyoming limited liability company trading as Pluvia (the "Seller", "we", "us" or "our").

1.2 This Policy is incorporated into, and forms part of, the Seller's Terms of Service. Capitalized terms not defined herein have the meanings given to them in the Terms of Service, and "Business Day" has the meaning given in the Shipping Policy.

1.3 This Policy is in addition to, and does not derogate from, any right of the Customer under applicable law which may not lawfully be waived.

2. Return period

2.1 The Seller operates a ninety (90) day return policy. The Customer has ninety (90) days from the date of delivery within which to request a return in respect of the Products delivered.

2.2 A request made after the expiry of that period may be refused, save in respect of a claim under clause 5, to which no period applies.

3. Conditions of eligibility

3.1 In order to be eligible for return, a Product must be:

in the same condition in which it was received, unused and unopened;
with its original safety seal intact; and
in its original packaging, with any outer carton, seal and labelling undamaged.

3.2 The Customer shall additionally provide proof of purchase, comprising the order number or the order confirmation issued by the Seller.

3.3 A Product whose seal has been broken, or which has been opened or partially consumed, is not eligible for return under this clause 3. Nothing in this clause limits a claim under clause 5.

3.4 The Seller shall examine each returned Product upon receipt and may refuse a return which does not satisfy clause 3.1. Where a return is refused, the Seller shall notify the Customer, shall state the reason, and shall return the Product to the Customer at the Seller's expense or, at the Customer's election, dispose of it.

4. Initiating a return

4.1 A return shall be initiated by written notice to hello@trypluvia.com, stating the order number and the Products to be returned. The Customer shall not dispatch any Product before receiving return instructions from the Seller.

4.2 Upon receipt of a request satisfying clauses 2.1 and 3.2, the Seller shall issue return instructions and shall either (a) provide a prepaid return label, or (b) authorize a refund without return, at the Seller's election. The Customer shall not be required to bear the cost of return postage in any circumstances.

4.3 Where a prepaid return label is issued, the Customer shall dispatch the Products within fourteen (14) days of its issue.

4.4 No restocking fee is charged.

4.5 Products shall not be sent to the Seller's registered office. That address is a registered address for service of process only, and items sent to it will not reach the Seller.

5. Products damaged, defective, incorrect or not delivered

5.1 The Customer should inspect each order upon receipt and should notify the Seller promptly where any Product is defective or damaged, where the wrong item has been supplied, or where the order has not been delivered.

5.2 A claim under this clause 5 is not subject to the period prescribed by clause 2.1 nor to the conditions prescribed by clause 3. In particular, a claim is not defeated by reason only that the packaging has been opened or the seal broken.

5.3 The Seller shall investigate promptly and shall provide a replacement or a refund, as appropriate and consistent with the Customer's legal rights.

5.4 Photographic evidence and the lot number assist the investigation where the Customer is able to provide them. The Customer shall inform the Seller where such evidence is not available, and the absence of such evidence shall not of itself defeat a claim.

5.5 No return of Product is required under this clause 5, save where separate product-safety or recall instructions apply.

6. Items which may not be returned

6.1 The following are not eligible for return:

any Product which does not satisfy clause 3.1;
gift cards; and
any item not purchased on the Site. The Seller does not sell through marketplace sellers or other retailers and is unable to verify or refund any item obtained from such a source.

7. Exchanges

7.1 The Seller offers a single Product, and an exchange ordinarily comprises a change of pack size. The Customer should request a return in accordance with clauses 2 to 4 and place a further order for the pack size required. The Seller shall administer such an exchange as a single transaction upon request.

8. Cancellation of an order

8.1 An order may be cancelled prior to dispatch by written notice to hello@trypluvia.com quoting the order number. Where such notice is received before the order has been dispatched, the Seller shall cancel the order and shall refund the Customer in full in accordance with clause 9.

8.2 Following dispatch, the Seller is unable to warrant that a parcel can be recalled. Any request received thereafter shall be determined under clauses 2 to 4, or under clause 5 where applicable.

8.3 Cancellation of a subscription and cancellation of an order already placed are distinct acts, and neither effects the other. Cancellation of a subscription is governed by the Cancellation Policy.

9. Refund procedure and timing

9.1 Refunds are made to the original method of payment, and comprise the price paid in respect of the eligible Products, including applicable sales tax.

9.2 The Seller shall notify the Customer in writing whether a request has been approved.

9.3 Where no return is required, the Seller shall determine the request promptly and shall initiate an approved refund within five (5) Business Days of approval.

9.4 Where a return is required, the Seller shall examine the returned Products and shall initiate the refund within five (5) Business Days of receipt.

9.5 Any shorter period prescribed by applicable law shall prevail over the periods stated in clauses 9.3 and 9.4.

9.6 The Seller shall notify the Customer upon the refund being issued. The Customer's payment provider may require further time to post the credit to the Customer's account.

9.7 Where more than fifteen (15) Business Days have elapsed since approval of a refund and the credit has not been received, the Customer should notify the Seller, and the Seller shall make enquiry of the payment provider.

10. Payment disputes

10.1 The Customer may contact the Seller before initiating a dispute with a payment provider, and the Seller considers this the more expeditious course. Doing so is not a condition of the Customer's legal rights or of any entitlement under this Policy.

10.2 Where a payment dispute has been initiated, the Seller shall coordinate with the payment provider so as to avoid duplicate reimbursement.

10.3 The Seller shall not require the withdrawal of a payment dispute as a condition of making a refund to which the Customer is entitled.

11. Contact

11.1 Requests and enquiries under this Policy shall be addressed to hello@trypluvia.com, quoting the order number.