This policy explains how to request a return, report an order problem, request an eligible exchange, and receive an approved refund for a purchase made through lohoin.com.

1. RETURN WINDOW

Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the conditions in this policy and any rights that cannot legally be excluded. To request a return within the standard period, contact customer support before the 30-day period expires.

2. HOW TO REQUEST A RETURN

Before mailing an item back, contact customer support using the details listed above. Please provide:

• Your order number.
• The product name or description.
• The reason for the return.
• Relevant photographs or video where appropriate.
• For damaged, incomplete, or incorrect orders, photographs of the item, exterior packaging, and shipping label where possible.

We will review your request and, if approved, provide return instructions and the correct return destination. Do not send merchandise before receiving instructions.

3. RETURN CONDITION

Unless the item is damaged, defective, incorrect, incomplete, or otherwise covered by applicable law, a preference-based return should generally be:

• Unused and in its original condition.
• Complete, with all included components and accessories.
• Returned with original packaging where reasonably possible.
• Free from damage, alteration, or wear beyond what is reasonably necessary to inspect the item.
• Accompanied by the order number or proof of purchase.

Opening the shipping package does not automatically make an item ineligible if the product remains unused, complete, and in otherwise acceptable condition.

For sunglasses, jewelry, hair accessories, scarves, and other wearable items, please handle products carefully during inspection. Products that have been worn, damaged, altered, or used in a way that prevents reasonable inspection may not qualify for a preference-based return, subject to applicable law.

4. PRODUCT APPEARANCE AND VARIATIONS

We make reasonable efforts to display product colors, shapes, dimensions, and details accurately. Actual appearance may vary slightly because of lighting, photography, screen settings, manufacturing tolerances, or the nature of a material. Such minor differences do not automatically establish a defect.

If an item is materially different from its description, arrives defective, or has another confirmed problem attributable to us, contact customer support so the issue can be reviewed.

5. RETURN AUTHORIZATION AND ADDRESS

Do not automatically send merchandise to the registered business address. After a return request is reviewed and approved, customer support will provide the applicable return address and instructions.

A parcel sent without authorization or to an address not provided for the return may be delayed, rejected, lost, or difficult to match to the order.

6. ITEMS THAT MAY NOT QUALIFY FOR PREFERENCE-BASED RETURNS

Subject to applicable consumer-protection law, certain items may not qualify for a change-of-mind return. These may include:

• Customized or personalized products.
• Gift cards.
• Products clearly marked “Final Sale” or non-returnable before purchase.
• Items materially altered, misused, or damaged after delivery for reasons unrelated to an original product problem.
• Items returned with missing components or in a condition that prevents reasonable inspection.
• Earrings or other products identified before purchase as non-returnable for hygiene or safety reasons, where such a restriction is permitted by law.

Discounted or promotional products remain subject to this policy unless clearly identified as final sale or otherwise lawfully excluded before purchase. Nothing in this section removes consumer rights that cannot legally be excluded.

7. DAMAGED, DEFECTIVE, INCORRECT, OR INCOMPLETE ORDERS

Please inspect your order promptly. If a product arrives damaged, defective, incomplete, incorrect, or materially different from its description, contact us within 7 calendar days after delivery where possible.

Provide the order number, a description of the issue, and clear photographs or video of the product and packaging. After review and confirmation, we will provide an appropriate solution, which may include a replacement, reshipment, refund, or authorized return. We will not require you to bear additional costs caused by a confirmed error attributable to us.

8. RETURN SHIPPING COSTS

For preference-based returns, including a change of mind, personal style preference, or an incorrect selection by the customer, the customer is generally responsible for return shipping costs.

If we confirm that an item was damaged, defective, incorrect, incomplete, or materially different because of an error attributable to us, we will provide an appropriate solution without requiring the customer to bear additional costs caused by that error.

Original shipping charges are generally not refundable for preference-based returns. Eligible shipping charges will be considered as part of a resolution when a confirmed error attributable to us warrants it. No restocking fee is charged for an approved return.

9. SHIPPING THE RETURN

For preference-based returns, use a reliable shipping service with tracking and retain the receipt and tracking number until the return is completed. The customer is generally responsible for the return parcel until it reaches the approved destination. We cannot guarantee receipt of parcels sent without tracking or to an unauthorized address.

10. INSPECTION AND REFUND TIMING

After an authorized return arrives at the designated location, it may be inspected to confirm that the applicable return conditions have been met. Once the return is received, inspected, and approved, we will initiate an eligible refund to the original payment method within 5–10 business days.

Your bank, card issuer, or payment provider may require additional time to post the credit. The time it takes for the credit to appear in your account is controlled in part by that provider.

11. REFUND METHOD

Approved refunds are normally issued to the original payment method. If that method cannot accept the refund, customer support will work with the relevant payment provider to identify an appropriate alternative where permitted.

Depending on the circumstances and the nature of the problem, we may determine that a refund or replacement can be provided without requiring the product to be returned.

12. EXCHANGES

Exchanges depend on current inventory and product availability. If a direct exchange is unavailable, we may ask you to request an eligible return and place a new order for the desired item. Any exchange remains subject to applicable law and the conditions of this policy.

13. ORDER CANCELLATION

Submit cancellation requests as soon as possible after placing an order. We will make reasonable efforts to cancel before fulfillment begins, but cancellation cannot be guaranteed after processing, packing, shipment preparation, or dispatch has started. No cancellation fee is charged when an order is successfully canceled before fulfillment.

If an order is canceled by us after payment has been collected, the applicable amount will be refunded.

14. CONSUMER RIGHTS

This policy describes our standard procedures. It does not limit rights or remedies that cannot lawfully be excluded under applicable consumer-protection law.

15. HELP WITH A RETURN

To start a return or ask about a refund, use the contact details listed at the beginning of this page. Include your order number and a clear description of the request.