Returns And Refund Policy

Lomassita’s return and refund policy complies with Google Merchant Center guidelines to ensure transparency and customer satisfaction. This policy outlines the terms and conditions for processing returns, exchanges, and refunds.

Items Not Eligible for Return

Custom, personalized, and made-to-order products are not eligible for return or exchange unless they meet the following conditions:

• The product is damaged upon delivery
• A manufacturing defect is identified
• The product significantly differs from the description (e.g., incorrect color, size, or visible defects)

Amendments or cancellations are not accepted once production begins to maintain order accuracy and efficiency.

Eligibility for Returns and Exchanges

Requests for returns or exchanges must be initiated within 30 days of receiving the item. Items are eligible if they meet the following criteria:

• Damaged, defective, or significantly different from the description
• Unused and in original condition as received
• Packaged in the original packaging
• Accompanied by a receipt or proof of purchase

Items that fail to meet these criteria cannot be processed for return or exchange, even if returned.

Steps for Returning or Exchanging Items

For eligible items, follow these steps:

1. Contact Customer Support: Reach out via +84 937 868 389 or [email protected]. Provide:
   • The reason for the return
   • Order number
2. Obtain Authorization: A return form and shipping label will be sent via email. Fill out the form, print the label, and securely package the item with all original materials.
3. Ship the Item: Use a traceable shipping method. Ensure the barcode on the provided label remains visible.
4. Processing and Resolution: Once the return is received and inspected, options include:
   • Replacement with the originally ordered product
   • Refund of the purchase price

Refunds are processed to the original payment method within 3-10 business days. Shipping fees are refundable only for items deemed defective or incorrect.

Handling Delayed or Missing Refunds

If a refund has not been received, take the following steps:

1. Verify the relevant bank account.
2. Contact the credit card issuer for pending transactions.
3. Consult your bank about processing delays.

If issues persist, contact support@lomassita.com for further assistance.

Additional Information

• Non-refundable shipping charges apply unless the product is defective or incorrect.
• No restocking fees or return shipping fees apply for defective, damaged, or incorrect items.

This policy ensures compliance with best practices for online retail and enhances the customer experience. Contact support for any questions or concerns regarding returns or refunds.