Return & Refund Policy
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 may not be eligible for return:
- Custom or personalized items
- Used or washed goods
- Items affecting secondary resale (e.g., missing hang tags or damaged packaging)
- Items marked as final sale
Return Process
- Contact customer support to request a return.
- Receive return authorization and return address.
- Ship the item back to:
Return Address:
LUOLAI Customer Returns
2/F, Shell Industrial Building, 12 Lee Chung Street, Chai Wan, Eastern District, Hong Kong
- Refund will be processed after inspection.
Shipping Fee Responsibility:
- If the return is caused by the consumer, the consumer is responsible for the shipping fee. The specific fee should be based on the express company you choose.
- If the return is due to our reasons (e.g., received item is damaged or incorrect), the consumer is not required to bear the shipping fee.
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 related inquiries, please contact us via our designated support channels.
Customer Support Email: support.uk@luolai.com
TEL / WhatsApp:+852 69491817
Address:2/F,shell industrial building,12 lee chung street,chai wan,HK
Support Hours: Monday to Friday (excluding public holidays)"