Refund policy

At LUOLAI, your satisfaction is our priority. We’ve created a clear and transparent return, refund, and exchange policy to ensure a smooth and reassuring shopping experience.

🗓 Return Window

We accept return requests within 30 days of delivery.

✅ Return Eligibility

To qualify for a return, the following conditions must all be met:

  • The item is unused, unwashed, and unaltered.

  • The item must be in original condition with all tags, accessories, and packaging included.

  • You must provide proof of purchase, such as your order confirmation email or packing slip.

❌ Non-Returnable Items

The following items are not eligible for return:

  • Items that have been used, washed, or altered.

  • Custom-made products (e.g. made-to-order sizes, personalized configurations).

  • Sample booklets / fabric swatches.

  • Compressed packaging items (e.g. compressed sofas) once opened.

📦 Return Due to Product Damage or Defect

If your product arrives damaged or defective, LUOLAI will:

  • Cover the full cost of return shipping.

  • Ship a replacement at no additional cost.

What to do:

  • If damage is found at delivery, please refuse the package if possible and contact us immediately.

  • If damage is found after delivery, please email [email protected] within 24 hours.

  • Please include:

    • Photos of the damaged product and packaging.

    • Order number and a brief description of the issue.

🔁 Return Due to Change of Mind

We understand plans change. If the item is in good condition but you’ve changed your mind:

  • You may return the item at your own shipping cost.

  • We recommend using a trackable shipping method.

  • Refunds will be issued once the item is received and inspected.

🔄 Exchange Policy

We accept exchange requests within 30 days of delivery.

How to request an exchange:

  1. Email [email protected] with your order number and exchange reason.

  2. Return the original item following the return process.

  3. Once we receive and approve the return, we’ll ship your replacement item.

🧾 Refund Timeline

  • Once the returned item is received and approved, we’ll process your refund to your original payment method within 7 business days.

  • Delays may occur during public holidays or peak shopping periods.

  • Refunds will not be issued to alternative payment accounts.

📬 How to Initiate a Return

  1. Contact Us at [email protected] to begin the return process.

  2. Once approved, you’ll receive a Return Authorization (RA) Number and shipping instructions.

  3. Pack your item securely in its original packaging.

  4. Clearly write the RA number on the outside of the package.

  5. Ship it based on the return shipping instructions provided.

Need help?
Email: [email protected]
HK office：2/F, Shell Industrial Building, 12 Lee Chung Street, Chai Wan, Hong Kong