Order cancellations

You may cancel your order at any time before it is dispatched or within fourteen days from the date of your purchase (“cancellation period”).

To cancel your order, please send us an email at with your order number, and we will notify you whether your order has been dispatched or not.

If your order has not been dispatched at the time we receive your cancellation request, we will cancel your order, and your payment will be automatically reversed. However, if your order has been dispatched at the time we receive your cancellation request, you will be required to wait for our confirmation email and ship the product back to the returns address along with a proof to that shows the product was shipped back within the cancellation period.

All returned products must satisfy the conditions for return.

All sales are deemed final after the end of the cancellation period, and you will not be able to request any exchanges or refunds thereafter.


Conditions for return

We will only offer you an exchange or refund for a returned product if the following conditions are met:

  • The returned product must be unused and in its original packaging;
  • In case of defective or damaged products, the defect or damage was not caused by the customer after taking delivery;
  • Return shipment was securely packaged to prevent any damage to the product during return shipping.

We will inspect all returned products, and we reserve the right to refuse or reduce the amount of refund if the returned product did not comply with the above-mentioned return conditions or if the returned product is damaged as a result of you not following the product care instructions.


If I experience allergic reaction using your products, can I return the product and get a refund?

We do not accept any returns and refund requests on the grounds of any allergic reactions to our products. 

Although our skincare products contain the best quality organic ingredients, we understand that some people can be allergic to natural ingredients. As some allergic reactions can be more serious than others, we highly recommend that you take all reasonable precautions when trying a new product.

Before ordering any products from our website, you should carefully read the product description and specifically all listed ingredients to ensure that you are not allergic to any listed ingredients. If you are unsure whether or not you are allergic to any specific external use product, you should perform a patch test before using the product. In the event use of any of our products causes an adverse reaction, you should immediately cease the use of the product, and if you are concerned about the allergic reaction, you should immediately contact your healthcare provider. 


Incorrect deliveries or damaged products

Although we take great care to avoid errors in order processing, mistakes are possible which is why in the unlikely event that we delivered an incorrect product to you or the product you received was damaged at the time of delivery; we will gladly replace it for you within 14 days of your purchase.

To return an incorrect or defective product, please send us an email at within 24 hours from the time of delivery with your order number and the nature of the defect. We may request you to return the incorrect/damaged product back to us for inspection before we approve your replacement or refund request.

Once you receive a return confirmation email from us, you will be required to send the product back to us at

Return to:
Laava OÜ
Valukoja 10,
11415 Tallinn,


Return shipping fees

Excluding returns of incorrect and/or defective products, customers will be responsible for the payment of two-way shipping fees incurred in cancellations, returns and reshipping of products.

Where the customer returns the product because it was incorrect or defective, the Company will cover the return shipping fees.


Refunds policy

Once we receive the returned product, we will notify you of our receipt of your return and approval or rejection of your refund request.

If your refund is approved, then a credit will automatically be applied to your payment card within 14 days from the date of your refund approval.

Please note that refunds should reach your account within three weeks from the date we process your refund. If you haven’t received your refund within three weeks from the date of your refund approval, please contact your bank and your credit card company. If you do not receive any satisfactory response from either of the aforementioned, please contact us at 


Products purchased as gifts

If an order was marked as “gift” at the time of purchase and shipped to the shipping address of the recipient, the recipient would only be able to return the gift if they have a valid proof of purchase from the online store. Please note the recipient will only be eligible to receive a gift credit equal to the value of the returned order. We will post the gift certificate to the recipient after we receive the returned product which satisfies the returned product conditions.

In the event a returned order was not marked as a “gift” at the time of the purchase, the refund will be issued to the original customer’s account who will be notified of your return.