Our return policy is simple. Within 14 natural days of the receipt of your order, you have the right to return your order for a refund (excluding our outbound shipping costs).
If you want to return an item, there are a few requirements that need to be met.
1. The return should be informed us by email within 14 natural days of the receipt of your order.
2. The item has not been used.
3. The item is in its original box and in resalable condition. All the parts of the product as well as the original product package and manual are included in the return shipment. Items needing assembly should be returned unassembled.
The following types of items and orders do not qualify for returns or refund.
1. Charges of fast shipping: For additional shipping fee paid by customers (including Hong Kong EMS, DHL, DPD, fedex and other fast shipping methods), shipping charges are non-refundable if the items have already been shipped.
2. We cannot accept returns, exchanges or cancellations of large orders of the same product. (We define large orders as 3 or more of the same product) If you are ordering a large quantity of an item, we encourage you to order a sample first to make sure it’s what you need.
There is no handling fee for returns. The shipping cost for returns is borne by you, the customer (Excluding returns of damaged items). We do not provide shipping cost for undamaged products. Due to handmade craftsmanship, screen resolution, shooting light and angle, there will be color difference and measurement error. These are unavoidable. If you are concerned about this, please ask us for more actual pictures of the product before ordering.
When returning any item, please be sure to pack the product properly. We recommend that you purchase shipping insurance. We cannot provide a refund for any product received in our warehouse in damaged condition. In such a case, you must file a claim with the shipping company and advise us as what to do with the damaged product. We will hold your product for 14 natural days, after which the product will be destroyed.
How to initiate the return & refund
1. To initiate the return process, please send an email to [email protected], clearly explaining your situation and specifying the product you would like to return.
2. We will check your email. Once your return application approved, you will receive an email of return approval including the address where the packages should be returned.
3. You need to arrange the return by yourself within 14 natural days since receiving the email of return approval. The shipping cost for returns is borne by you. Please tell us the tracking number and the tracking URL by email after sending off the item you wish to return.
4. Once the returned item received, we will tell you by email whether the returned item is eligible for our Return & Refund Policy. If so, we will issue a refund to you. If not, we reserve the right to refuse to refund you.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your returned item is damaged during transportation or not meet the circumstances of return, we reject a refund to you.
After confirming with you and getting your approval, we will process your refund within 3 working days, and the refund will automatically be returned to your credit card or original payment account.
For credit card payment, it takes 3-5 working days to receive a refund.
For PayPal payment, it takes 1-2 working days to receive a refund.
Order Modification and Cancellation
You can change your order inoraformation (such as colors, dimensions, shipping address, telephone number) within 48 hours. If your order has been shipped, it cannot be modified.
You can cancel your order free of charge within 24 hours. If your order has been shipped, it cannot be canceled. If you insist on canceling it, you will be charged 30%-50% of the order amount for our storage costs, order preparation costs and shipping costs. This fee will be deducted from the refund of your(s) item(s).
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company. It may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Exchanges (if applicable)
We only replace defective or damaged items. If you need to replace the same product, please email us. For details, please contact: [email protected].
Damaged Goods or missing parts
Any product that is received damaged or arrived with a missing part must be reported before installation and within 48 hours of receipt. The recipient is responsible to check the merchandise for its correctness and report any discrepancies ASAP. looou.com cannot accept responsibility for any damages not reported within this time.
Please hold on to all packaging materials since and wait until an inspection has been done by the shipper. If you have disposed of the packing of the shipment that arrived damaged – we will not be able to provide any replacement. Please inspect all boxes for damages and tell the driver to make remarks on the delivery note if such damage is visible – also report any red color on shock indicators that are outside of the box.
Products received with broken glass, dented shades or frames will not be considered a defective item and cannot be returned. In such a case, we will provide replacement of glass or shades at no extra cost. If you do not wish to receive a replacement and wish to return the item, we will consider it a normal return and will charge a stock charge of up to 35%. We also reserve the right to deduct all outgoing shipments from the refund.
Restocking Fee
We will charge you a restocking fee if the return period has expired or if the reason for requesting a return within the return period is one of the following reasons. Common scenarios include:
- (1) Change of mind or buyer’s remorse
- (2) The same product is available somewhere else at a better price
- (3) Items bought by mistake or no longer needed
We will charge up to 100% of the item’s price as the restocking fee, depending on the return time frame and the condition of the returned item. The following are the restocking fees for different return scenarios:
- (1) If the buyer changes mind about the purchase and returns the product in its original condition within the return period, we will charge 20% of the product amount as restocking fee.
- (2) The buyer changes their mind and returns the product within the return window received by us is damaged or different, we will charge up to 50% of the product amount as restocking fee.
- (3) For items that are in their original condition after the return period has expired, we will charge up to 80% of the product amount as a restocking fee.
- (4) For items that are found to be damaged or non-conforming after the return period has expired, we will charge up to 100% of the product amount as a restocking fee.
If you have any questions, please contact our customer service [email protected] to learn more.
