Returns & Refunds Policy

At Lomexi, we care deeply about the satisfaction of our customers and the quality of our products. While we strive to ensure every order arrives in perfect condition, we understand that issues may occasionally occur. This policy explains in detail when returns and refunds are possible, the situations where they are not applicable, and how the process works step by step. Please review carefully before completing your purchase.

1. Eligibility for Returns & Refunds

We accept returns or issue refunds only under specific conditions to protect both our customers and our business. You may request a return or refund if:

  • Damaged or defective items: If the product arrives broken, malfunctioning, or with a manufacturing defect that prevents normal use.

  • Incorrect items: If you receive a different product from the one you ordered (wrong model, color, or specification).

To ensure eligibility:

  • You must contact our customer support team within 7 calendar days of receiving the product.

  • You will be asked to provide proof of the issue. This usually includes clear photos or videos showing the problem, such as the damaged part of the product or the incorrect item received.

  • The product must be returned in the same condition as received, with all original packaging, manuals, accessories, and tags included whenever possible.

We review each claim carefully, and approval will only be given once sufficient evidence is provided.

2. Non-Eligible Cases

There are situations where returns or refunds cannot be accepted. These limitations are important to maintain fairness and transparency for all customers. Non-eligible cases include:

  • Change of mind: If you decide you no longer want the product after purchase.

  • Incorrect order placed by the customer: This includes selecting the wrong size, color, or model when placing the order.

  • Improper handling or misuse: If the item is damaged due to not following the usage instructions, poor maintenance, or incorrect storage.

  • External factors beyond our control: Such as shipping delays caused by carriers, customs clearance, strikes, or extreme weather events.

In these cases, Lomexi cannot issue a refund or accept a return, as the circumstances fall outside of our responsibility.

3. Return Request Process

If you believe your order qualifies for a return, please follow these steps to ensure a smooth process:

  1. Contact our support team at [email protected] within 7 days of receiving the delivery.

  2. Provide complete details of your order, including your order number, product name, and a description of the issue.

  3. Submit proof of the problem, such as photos or videos that clearly show the defect, damage, or incorrect product.

  4. Await approval. Our support team will review the evidence and confirm whether your return request is accepted.

  5. Follow return instructions. If approved, we will send you detailed instructions on how and where to ship the product back to us.

Please note: Items sent back to us without prior authorization will not be accepted. This helps us ensure that returned products are properly tracked and processed.

4. Refunds

Once your returned item has been received and inspected, the refund process will begin. Here’s how it works:

  • Refund method: Refunds will be issued to the original payment method used at checkout (credit card, PayPal, etc.).

  • Processing time: Refunds may take between 5–10 business days to appear in your account, depending on your bank or card provider.

  • Exclusions: Shipping fees paid at the time of purchase are non-refundable, unless the return was caused by our error (wrong or defective product).

  • Partial refunds: In rare cases where the item is returned not in its original condition or missing parts, only a partial refund may be granted.

Our goal is to make the refund process transparent and hassle-free, while ensuring compliance with banking timelines.

5. Exchanges

At this time, we do not offer direct exchanges. If you would like to replace your item with a different size, color, or product, you will need to:

  1. Complete the return process (if your case is eligible).

  2. Receive your refund once the return is processed.

  3. Place a new order for the desired product.

This policy helps us maintain efficiency and fairness while giving you flexibility to choose the exact replacement item you want.

6. Final Note

We strongly encourage all customers to carefully review their order details, including product specifications, color, and size, before completing checkout. This prevents misunderstandings and reduces the chance of disappointment after delivery.

Please remember: Lomexi cannot accommodate returns, refunds, or replacements for issues caused by customer oversight. By placing an order on our website, you acknowledge and agree to the terms described in this Returns & Refunds Policy.

If you have any questions or need clarification before purchasing, our support team is always ready to help. Simply reach out to us at [email protected], and we will be happy to assist you.