We take immense pride in the quality of our lighting products and our stringent quality control measures. If you encounter any issues after receiving your item, please don’t hesitate to email our customer service team at [email protected].
Return Policy
Return Eligibility
You can return or exchange lighting items within 30 days from the day of receipt.
Return Shipping Arrangement
You have the option to call the post office to arrange a collection or drop off the items at your nearest post office. We will determine whether to reimburse the return freight based on the reason for your return. If the return is due to our responsibility, we will cover the freight cost. Conversely, if it’s your responsibility, we will not reimburse the freight. Specifically, if the return is initiated by the consumer, the consumer is responsible for the shipping fee, which should be based on the express company they choose. Reasons for consumer-initiated returns include:
- The product does not meet expectations.
- The size is inappropriate (too small or too large).
- The color does not match expectations.
- A change of mind or no longer needing the product.
- Ordering the wrong item or quantity.
- Not thoroughly reading the product description.
Incorrect or Damaged Items
If you have received incorrect or damaged items, please take clear photos and contact our customer service team as soon as possible. We will re-ship the correct items or provide a refund compensation based on the specific situation.
Return Address
Before sending back the products, please contact our customer service team first to obtain the return address.
Return Responsibility
- If the return is caused by the consumer, the consumer should bear the shipping fee, which varies depending on the chosen express company.
- If the goods received are damaged or incorrect due to our reasons, the consumer is not required to pay the shipping fee for the return.
Return Requirements
- For Non-Quality Issues: loirn expects customers to return items that are unused, undamaged, with the original tags and packaging material intact.
- Approval Required: Before shipping the items back, customers must obtain approval from the loirn customer service team.
- Quality Issues or Incorrect Delivery: In case of quality issues or incorrect product delivery, customers should take photos showing the problem and contact customer service for a return address.
Circumstances for Return or Refund
Customers can contact us for a return or refund under the following circumstances:
- Items not in their original condition, damaged, or missing parts due to our error.
- Items that differ from the description.
- Items returned to the sender without delivery.
- Items not delivered within the agreed time frame.
Return Process
Please follow our return process carefully to minimize any delays:
- Contact Customer Service: If you wish to return an item, please contact our customer service team, providing your:
- Order number
- SKU number or product name
- Reason for return
- Response Time: Our customer service team will respond to your request within 24 hours (on business days).
- Return Shipment: Return the items to the address provided by our customer service team and send us return proof in the form of the tracking number and a valid return receipt.
- Refund or Exchange: Once we have received the returned item(s), we will email you and arrange for a refund or exchange as requested immediately.
Important Notice
- Return Address: Please do not send your return to the sender’s address on your package. This is not the return address and will affect the processing of your return. Only send it to the address provided by our customer service team.
- Non-loirn Items: Please ensure that you do not accidentally include non-loirn items in your return package. We will not be responsible for sending those items back to you.
- Lost or Stolen Packages: We are not liable for any return packages that may become lost or stolen in transit. Please keep your proof of return tracking number when shipping back your returns.
Refund Policy
- Misprinted/Damaged/Defective Items: Any misprinted, damaged, or defective items caused by our production or transportation are covered at our expense, and you will receive a full refund. We will also reimburse the return shipping cost.
- Order Cancellation: Your order will be fully refunded if it is canceled within 24 hours of purchase or before shipping. We will NOT accept order cancellation requests if the orders have already been shipped.
- Lost Parcels: If parcels are lost in transit, we will cover your loss by issuing a full refund.
- Incorrect Address: If you provide an address that the courier cannot recognize, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address (if applicable).
- Wrong Address Provided: If you provide a wrong address when placing an order and do not contact us to change it, you will be responsible for all losses incurred.
- Used or Stained Items: Items returned with obvious signs of use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to denial and will not receive a refund.
- Refund Processing Time: Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.
How to Obtain a Return Label
- For Defective Products: This applies when the product is incorrect or damaged by the carrier, which is our responsibility. Customers need to download/print the return label.
- For Customer Remorse: This occurs when the customer purchased the wrong product, it doesn’t fit, or they no longer want the item. It is the customer’s responsibility to obtain and pay for the return label.
Contact Us
If you have any queries, please don’t hesitate to get in touch with us.
- Address: Room 405-2, No. 6, Xikeyili, Tong’an District, Xiamen, Fujian Province
- TEL: +86 13599523989
- Email: [email protected]
- Working Time: Mon – Fri 08:00 – 17:00 (UTC+8)
On business days, we will respond to your inquiry within 24 hours.
