Introduction
By accessing and using our official website [www.luolai.com] (the “Website” or “we”), operated and managed by LUOLAI GROUP as the exclusive authorized distributor in the relevant countries, you acknowledge that you have read, understood, and agreed to be bound by these Terms and related policies.
We may update these Terms from time to time to improve website functionality, enhance user experience, or comply with applicable laws and regulations. Any updates will not affect orders that have already been submitted and accepted prior to the effective date of the changes, nor will they affect any non-waivable statutory rights you may have under applicable law.
Before any changes take effect, we will provide clear notice through appropriate means, including but not limited to website announcements or email notifications. Your continued use of the Website after the effective date constitutes your acceptance of the updated Terms.
We respect your privacy and are committed to protecting your personal information.
This Privacy Policy explains how we collect, use, and safeguard your information when you visit or make a purchase from our website.
By accessing or using our services, you agree to the practices described in this policy.
Information We Collect
We may collect the following types of information:
• Personal details such as name, email address, and contact information
• Order and transaction information
• Device and browser information
• Website interaction and usage data
How We Use Information
Your information may be used for:
• Processing and fulfilling orders
• Providing customer support
• Improving website functionality
• Communicating service-related updates
Lawful Basis for Data Collection & Use
In addition to explaining how we use personal information, we also rely on recognized legal bases to ensure that such collection and use are conducted in a lawful and responsible manner.
Singapore
We collect and use personal data in accordance with Singapore’s Personal Data Protection Act (PDPA), based on:
• Customer consent
• Contractual necessity
• Legitimate business purposes
United Arab Emirates
Personal data is processed in line with applicable UAE data protection regulations, based on:
• Customer consent
• Transaction fulfillment
• Service delivery obligations
Saudi Arabia
In accordance with Saudi Arabia’s Personal Data Protection Law (PDPL), data processing may rely on:
• Explicit consent
• Contractual requirements
• Operational necessity
United Kingdom
In the UK, we process personal data under the lawful bases defined by UK GDPR:
• Consent
• Contractual necessity
• Legitimate interests
Australia
In Australia, personal data is handled in accordance with the Privacy Act, based on:
• Customer consent
• Transaction necessity
• Service improvement purposes
Sharing of Information
We do not sell personal information.
Information may be shared only when necessary to support operations such as:
• Payment processing
• Shipping and logistics
• Technical or service support
Data Protection
We implement reasonable safeguards to protect personal information from unauthorized access, misuse, or disclosure.
Your Rights
You may have the right to:
• Access your personal information
• Request updates or corrections
• Request deletion where applicable
Cookies
Our website may use cookies to enhance browsing experience and improve functionality.
Policy Updates
This policy may be updated periodically.
Continued use of our website following updates indicates acceptance of the revised terms.
Contact Us
For privacy-related inquiries, please contact us via our designated support channels.
Customer Support Email: support@luolai.com
Support Hours: Monday to Friday (excluding public holidays)
Acceptance of Terms
By accessing or using this Website or purchasing any products/services, you acknowledge that you have read, understood, and agree to these Terms.
We may modify these Terms at any time. Significant changes will be notified via email or Website announcement. Continued use after modification constitutes acceptance.
These Terms govern all orders, contracts, and interactions with the Website and services, including promotions, competitions, or special offers.
Eligibility
Users must be at least 18 years old and legally capable of entering into binding contracts. Users under 18 must use the Website with parental or guardian consent, who will be responsible for all actions under these Terms.
Account Creation
Certain features require an account. Users agree to provide accurate information, maintain account confidentiality, and be responsible for all account activity.
Restrictions
Users agree not to use the Website for illegal purposes or to interfere with others’ use.
Products & Services
Product availability is subject to stock and demand. We reserve the right to limit quantities or refuse orders.
We strive for accuracy in product descriptions, images, prices, and specifications. Errors will be corrected or orders may be cancelled according to your preference.
Prices are in local currency and include applicable taxes unless otherwise stated. Shipping and additional charges are displayed at checkout.
Order Process
Placing an order constitutes an offer. Order confirmation emails acknowledge receipt but are not acceptance.
An order is accepted upon processing and sending a confirmation email with shipping details. You may cancel before confirmation.
Payments accepted via credit/debit card, digital wallet. Payment must be completed before shipment.
You may contact our customer support to cancel your order within 24 hours of placing it provided the package has not yet been collected by the courier. If your order has already been processed or shipped, cancellation may not be possible; however, you can initiate the return process once you receive the product.
For detailed information on returns and refunds, please refer to our Returns & Refunds Policy
Shipping & Delivery
We partner with professional international logistics providers to ensure safe, reliable, and trackable cross-border delivery for all orders. Orders are shipped once all items are ready, and shipping times and costs vary by destination.
For detailed information on shipping options, delivery times, and fees, please refer to our Shipping & Delivery Policy
Use of this Website constitutes agreement to our shipping terms.
Returns & Consumer Rights
You may request a return after receiving your order or contact customer service to cancel before the order is shipped.
For detailed information on returns, refunds, and cancellation procedures, please refer to our Returns & Refunds Policy
Use of this Website constitutes agreement to our return terms.
User Responsibilities
Protect account info and report unauthorized access
Do not violate laws or distribute malware
Privacy
For detailed privacy information, please see our Privacy Policy
Use of this Website constitutes consent to our privacy practices.
Limitation of Liability
Not liable for indirect, incidental, or consequential damages
Maximum liability limited to amount paid for product/service
Force Majeure
Not liable for failures/delays due to events beyond our control, including natural disasters or unforeseen events.
Contact Us
For related inquiries, please contact us via our designated support channels.
Customer Support Email: support@luolai.com
Support Hours: Monday to Friday (excluding public holidays)