Terms Scope
This Return & Refund Policy applies to orders shipped to Singapore, United Arab Emirates, Saudi Arabia, United Kingdom, and Australia.
Nothing in this policy affects your non-waivable statutory rights under applicable consumer protection laws. Where local laws provide greater protection, such rights shall prevail.
Return Eligibility Period
You may request a return within 14 days from the day after receiving the goods.
Return requests must be submitted within this period via our customer support email. Requests submitted after this timeframe may not be accepted unless required by applicable law.
Return Conditions
To be eligible for a return, items must:
Be unused and unwashed
Be in original condition
Include original tags and packaging
Remain suitable for resale
For defective or incorrect items, please refer to the section below.
Non-Returnable Items
The following conditions may not be eligible for return:
Custom or personalized items, used or washed goods, Affects secondary resale (missing hang tags or damaged packaging), or items marked as final sale may not be eligible for return.
Return Process
Contact customer support to request a return
Receive return authorization and address
Ship the item back
Refund will be processed after inspection
Return shipping costs are generally borne by the customer unless the item is defective or incorrectly shipped.
Refund Method & Timing
Refunds will be issued to the original payment method.
Once the returned item is received and approved, refunds are typically processed within 5–10 business days. The exact posting time may vary depending on your bank or payment provider.
Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us promptly and provide supporting photos or videos.
Upon verification, we will cover return shipping costs and arrange a refund or replacement.
Contact Us
For any questions regarding shipping or your order, please contact us:
Customer Support Email: support@luolai.com
Support Hours: Monday to Friday (excluding public holidays)
