Refund policy
Return, Refund, Cancellation & Claim Policy
Last Updated: September 1, 2026
One and One Intertrade Co., Ltd. (the “Company”), the operator of the LAVISTA brand, is committed to providing customers with responsible and transparent service. This policy sets out the terms and procedures regarding order cancellations, product returns, refunds, and product claims for customers’ clear understanding.
1. Order Cancellation
1.1 Orders That Have Not Been Paid
If you have not yet made payment for your order, you may request to cancel the order through the website.
The Company will review the cancellation request and process the request within approximately 1–2 hours after receiving it.
The cancellation will be considered complete once the order status in the system has been confirmed as “Cancelled.”
1.2 Orders That Have Already Been Paid
If you have already completed payment for an order, the Company reserves the right not to accept cancellation requests in all cases.
Therefore, please carefully check the product details, model, color, quantity, shipping address, and other information before making payment.
If an error occurs after payment has been made, you may contact the Company and provide the relevant details. The Company will review the matter and provide assistance as appropriate on a case-by-case basis. However, contacting the Company does not guarantee that the order can be cancelled.
2. Product Returns
LAVISTA does not accept product returns in cases where the customer:
- Changes their mind
- No longer wants the product
- Places an incorrect order
- Selects the wrong model or color
- Is dissatisfied with the product when there is no defect or abnormality
However, the Company will take responsibility for products that qualify for a claim under the conditions specified in this policy.
If the Company determines that the product needs to be returned, the Company will provide the customer with the relevant return instructions and procedures on a case-by-case basis.
3. Refunds
The Company will issue refunds only when, after review, the Company determines that the customer is entitled to a refund under the Company’s terms and conditions.
If a refund is approved, the Company will process the refund through the same payment method used for the original order, to the extent supported by the payment system.
For example, if the customer paid by credit or debit card, the refund will be processed back to the same card or payment method.
The Company will process the refund after the request has been reviewed and approved.
The time required for the refunded amount to appear in the customer’s account may vary depending on the customer’s bank or payment service provider and is beyond the Company’s control.
4. Cases Eligible for Product Claims
The Company understands that products may be damaged during shipping or may have defects resulting from the manufacturing process at the manufacturer’s facility.
Therefore, the Company is willing to take responsibility and resolve the issue in the following cases:
4.1 Manufacturing Defects
If you receive a product with a defect or abnormality resulting from the manufacturing process, the Company will send a replacement product to you at no additional cost.
Please contact the Company as soon as possible after discovering the issue and provide your order number along with clear photos or videos showing the defect or abnormality.
The Company will review the information and determine the cause of the issue on a case-by-case basis.
4.2 Products Damaged During Shipping
If you receive a product that has been damaged during transportation, the Company will send a replacement product to you at no additional cost.
To help the Company investigate the issue and coordinate with the shipping carrier as quickly as possible, please provide evidence such as:
- Photos of the shipping box or packaging
- Photos showing the damaged area of the package
- Photos of the damaged product
- An unboxing video, if available
4.3 Incorrect Product Received
If you receive a product that does not match your order, such as an incorrect model, color, or product item, the Company will send the correct product to you at no additional cost.
In this case, you may keep the incorrect product and will not be required to return it to the Company, unless otherwise specifically instructed by the Company.
For verification purposes, the Company may refer to packing records prepared by employees, CCTV footage, and other relevant evidence.
4.4 Missing or Incomplete Items
If you receive an incomplete order or discover that one or more items are missing from the package, please contact the Company as soon as possible.
The Company will investigate the matter using relevant evidence, such as:
- Order details
- Product packing records
- CCTV footage
- Package weight
- Photos or videos provided by the customer
- Information from the shipping carrier
If the Company determines that an item is missing or that the order was incomplete, the Company will send the missing item(s) to you at no additional cost.
5. Unboxing Video
The Company strongly recommends that customers record a video from before opening the package until the products have been completely removed from the packaging.
This is particularly recommended if you discover:
- Damaged products
- Missing items
- Incorrect products
- Missing products
- Damaged packaging
An unboxing video serves as additional evidence that can help the Company effectively investigate issues that may have occurred during the packing and shipping processes.
However, the absence of an unboxing video does not automatically mean that the Company will reject a claim. The Company will consider the available evidence and facts of each case appropriately.
6. Cases for Which the Company Is Not Responsible
The Company is responsible only for damage or abnormalities resulting from the manufacturing, packing, or shipping processes, subject to the conditions specified in this policy.
The Company reserves the right not to be responsible for damage caused by the customer’s use or care of the product, including:
- Improper use
- Use contrary to the provided instructions
- Dropping or impact
- Crushing or excessive pressure
- Cutting, puncturing, tearing, or modifying the product
- Improper storage
- Damage occurring after the customer has received the product as a result of the customer’s use
The Company will determine the cause of the damage based on the available evidence and facts of each case.
7. How to Submit a Claim
If you wish to submit a product claim, please contact the Company and provide the following information:
- Order number
- Customer name
- Description of the issue
- Photos of the product
- Photos of the packaging
- Unboxing video, if available
- Tracking number
The Company will review the information and inform you of the appropriate course of action as soon as possible.
8. Replacement Shipping and Related Costs
If the Company determines that the product qualifies for a claim, including:
- Manufacturing defects
- Damage caused during shipping
- Incorrect products received
- Missing or incomplete items
- Products lost during transportation
the Company will be responsible for all shipping costs associated with sending the replacement product.
Customers will not be charged any additional fees for claims that qualify under the conditions stated above.
9. Contact Us
If you wish to cancel an order, inquire about a refund, or submit a product claim, please contact us through the following channels:
One and One Intertrade Co., Ltd.
Brand: LAVISTA
Website: lavistashop.com
Email: lavista.shopth@gmail.com
LINE Official Account: @lforlavista
The Company will review your request and provide assistance as soon as possible.