Refund policy
Last Updated: September 2, 2026
At Lozeelo, we want you to have a smooth and satisfying shopping experience. If you receive a damaged, defective, incorrect, or different product from what you ordered, you may contact us to request a return or exchange.
2. Return Eligibility
To be eligible for a return or exchange, the product must generally be unused, unworn, unwashed, and in its original condition with all original tags, packaging, and accessories intact.
Return or exchange requests should be raised within the applicable return period from the date of delivery.
3. Non-Returnable Products
Certain products may not be eligible for return or exchange due to hygiene, customization, or other applicable reasons.
- Products that have been worn or used
- Products that have been washed or altered
- Products without original tags or packaging
- Products damaged due to improper use
- Customized or personalized products, where applicable
4. Damaged or Defective Products
If your order arrives damaged, defective, stained, torn, or with any other manufacturing or delivery-related issue, please contact us as soon as possible after receiving the order.
Our team may ask you to provide photographs and/or a video of the product and packaging so that we can verify the issue before approving the return or exchange.
5. Photo & Video Verification
For damaged, defective, incorrect, or return-related requests, we may require clear photographs and a short unboxing/product video for verification.
Please make sure that the photographs and video clearly show the product, tags, packaging, shipping label, and the issue being reported.
- Photos should be clear and properly visible
- Product tags and packaging should be visible where applicable
- The damaged or defective area should be clearly shown
- For delivery damage, the outer packaging should also be shown
- Unboxing videos may be requested for verification
Our team will review the submitted photos/videos before confirming whether the return or exchange request is eligible.
6. Incorrect Product Received
If you receive a product that is different from the product you ordered, please contact us with your order details and provide clear photographs/videos of the received product.
After verification, we will assist you with the applicable replacement, exchange, or refund.
7. Exchange Policy
Exchanges may be available for eligible products, subject to product availability and our return conditions.
If the requested replacement product or size is unavailable, we may offer an alternative solution or refund, as applicable.
8. Refund Process
Once the returned product is received and inspected, we will notify you about the approval or rejection of your refund request.
If your refund is approved, the applicable refund amount will be processed through the original payment method or another suitable method, depending on the payment method used for the order.
9. Refund Timeline
Once a refund has been approved, the processing time may vary depending on the payment method, bank, or payment service provider.
Please allow the required processing time for the refund amount to reflect in your account.
10. Return Shipping
In cases where the product is damaged, defective, incorrect, or the issue is determined to be the responsibility of Lozeelo, return shipping assistance may be provided as applicable.
For other return requests, return shipping charges may apply depending on the circumstances and applicable return conditions.
11. Order Cancellation
Orders may be eligible for cancellation before they are shipped. Once an order has been shipped or delivered, cancellation may no longer be possible and the applicable return process may need to be followed.
12. Return Inspection
All returned products may be inspected by our team before an exchange or refund is approved. Products that do not meet the applicable return conditions may be rejected.
13. Contact Us
If you have any questions regarding returns, exchanges, refunds, or product verification, please contact us: