Refund policy

Lavera Studio, operated by Ecom Elevators

Last updated: 22 October 2026

1. Introduction

Thank you for choosing Lavera Studio. We are a business-to-business (B2B) supplier of hoodies and custom apparel. Because every order is made specially for our customers, our refund rules are different from those of a regular online shop.

This policy explains, in plain words, how cancellations, returns, faulty items and refunds work. Please read it before you confirm an order. By confirming an order with us, you agree to this policy.

This policy applies to business customers. Orders are made to your requirements, so the usual 14-day consumer cancellation rights for online purchases do not apply to business orders or to goods made to a customer’s own design.

2. When Your Order Is Confirmed

Your order is confirmed once we have agreed the details and price with you and we have received a 40% advance payment of the total price. The remaining 60% is paid after your order has been shipped (see section 12).

Prices for bulk orders are discussed and agreed with you individually. The agreed price and order details are what this policy applies to.

3. Cancelling an Order

Within 5 days of confirmation. You can cancel your order within 5 days of it being confirmed. If you do, we will keep the amount we have already spent on your order up to the time you cancel, for example on materials, design work and production. We will refund the rest of your advance payment to you.

After 5 days, or once production has started. You can still cancel after production has started, but you will need to pay for all the costs we have already incurred up to that point.

To cancel, please message us on WhatsApp or by email as soon as possible (see section 13). The earlier you tell us, the less you will have to pay.

4. Designs, Logos and Mockups

Changes before production. While your order is being arranged, you stay in contact with us. You can change your design or logo as long as production has not started. Once production starts, we cannot make changes.

Your own mockups. You are welcome to send us your own mockup, design or logo.

Mockups made by us. If you prefer, we can design a mockup for you. This is an extra service with an additional charge. The price depends on your design and is agreed with you before we begin.

Please make sure you have the right to use any design or logo that you send us.

5. Custom Orders and Refunds

Hoodies made to your own designs or logos are produced specially for you and cannot be resold to others. For this reason, we do not offer refunds for a change of mind on goods made to a customer’s own designs.

If you choose designs from our own collection, we will review refund requests under this policy, and any amount due will be handled as described in sections 3 and 9.

This does not affect your right to report faulty or incorrect items (see section 7).

6. Samples

Samples are paid for by the customer. The sample fee is not deducted from a later bulk order, and the full agreed price of the bulk order must be paid.

A sample can be returned or replaced if it arrives faulty or if we send the wrong item.

7. Faulty or Incorrect Items

We check our products carefully, but if something goes wrong we will make it right.

How long you have. Please report any faulty, damaged or incorrect item within 7 days of delivery. Reports made between 8 and 15 days after delivery will be reviewed case by case. We cannot accept claims made more than 15 days after delivery.

What we need from you. To check your claim, please send us:

• clear photos of the problem;
• a video showing the problem;
• photos of the packaging the order arrived in.

How to make a claim. Please contact us first on WhatsApp. We will look at your photos and videos and decide on the right solution. If you contact us by email, we will reply by email.

What we may offer. Depending on the situation, we may offer a replacement, a repair, a refund or another fair solution. We will decide this with you once we have reviewed your claim.

8. Returns

Please do not send anything back before we have agreed to it. If we approve a return:

• the goods must be unused, unwashed and in new condition;
• original packaging is preferred, but it is not always required;
• you are responsible for the cost of return shipping;
• we will confirm the return address when we approve the return.

We may refuse a refund for items that have been used, washed, altered or damaged after delivery.

9. How Refunds Are Paid

Approved refunds are paid by local bank transfer to your bank account. You should receive the money within 15 days of us approving the refund. Bank processing times can vary, and we will let you know when the payment has been sent.

Please make sure the bank details you give us are correct. We cannot be responsible for payments sent to incorrect details that you provided.

10. Delivery Delays and Lost Orders

Delays. If your order is going to be late, we will contact you and ask your permission to move the dispatch date.

Lost orders. If an order is lost in transit, we will contact the courier company and work with them to find it.

Things outside our control. We cannot be held responsible for delays caused by events outside our control, such as flight delays, customs checks, severe weather, strikes or other courier problems.

11. Delivery Address

Please check your delivery address carefully when you place your order. You can change your address any time before your order is shipped. Once an order has shipped, you are responsible for any problems caused by an incorrect or incomplete address, including extra delivery costs.

12. Balance Payment and Late Payment

The remaining 60% of the order price is due after your order has been shipped. Please pay it within 3 to 5 days of shipping.

If the payment is late, we will first send you a reminder. If we do not hear back from you, we may hold your order. Once the payment is received, we will deliver your order.

13. How to Contact Us

If you want to cancel an order, report a problem or ask for a refund, please contact us first on WhatsApp:

Phone / WhatsApp: +92 318 6389459

You can also email us at laveraart1214@gmail.com. If you contact us by email, we will reply by email.

We aim to reply to every message within 24 hours.

14. Your Legal Rights

Nothing in this policy takes away any legal rights you have that cannot be excluded by law.

15. Changes to This Policy

We may update this policy from time to time. The latest version is always on our website with the “Last updated” date at the top. A change will not affect an order that was already confirmed.

16. Contact Us

Ecom Elevators, trading as Lavera Studio Sialkot Road, near Lodhi Town, Gujranwala, Pakistan Email: laveraart1214@gmail.com · Phone / WhatsApp: +92 318 6389459