Returns and Refunds Policy

We take pride in the quality of our toys and the craftsmanship of our custom products. We want every child and parent to be happy with their purchase. However, we understand that issues can sometimes arise. Please read our policy below carefully to understand your rights and our procedures.

1. Cancellation Policy

We work quickly to process and craft your orders, especially for custom items.

  • Timeframe: You may cancel your order for a full refund within 24 hours of placing it.

  • How to Cancel: Please contact us immediately at [email protected] with your order number.

  • After 24 Hours: Once the 24-hour window has passed, your order moves into processing (and production for custom items). At this stage, cancellations are not accepted.

2. Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or report an issue. If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

3. Acceptable Reasons for Returns/Refunds

We ONLY accept returns and offer refunds/replacements under the following specific conditions (considered “Merchant Errors”):

  • Damaged/Defective Item: The product arrived broken, damaged, or with a manufacturing defect.

  • Wrong Item Sent: We sent the wrong product, wrong color, or wrong size compared to what you ordered.

  • Lost in Transit: The package was confirmed lost by the shipping carrier (UPS, USPS, Fedex, etc.) and was never delivered to you.

Note: For all the cases above, Lomexi will cover the return shipping costs (if a return is required) or send a free replacement.

4. Non-Returnable Items (No Exceptions)

Due to the nature of our business, we DO NOT accept returns or refunds for:

  • Custom/Personalized Products: Items made to order with specific names, designs, or customizations cannot be returned unless they arrived damaged or incorrect due to our error.

  • Change of Mind: We do not accept returns if you simply changed your mind, didn’t like the product, or ordered the wrong size/variant by mistake (please check size guides carefully before purchasing).

  • Used Items: Products that show signs of wear, use, or are missing original packaging/tags.

5. Return Process

If your order meets the “Acceptable Reasons” listed in Section 3, please follow these steps:

  • Step 1: Contact Us Email us at [email protected] within 30 days of delivery.

    • Subject: Return Request – [Order Number]

    • Content: Describe the issue clearly.

  • Step 2: Provide Proof You must attach clear photos or videos showing the defect, damage, or the wrong item received. This helps us validate your claim quickly.

  • Step 3: Review & Approval Our team will review your request within 1-2 business days.

    • If approved, we will provide you with a pre-paid return shipping label via email and instructions on how to send the package.

    • In some cases of damaged/low-value items, we may send a replacement or refund immediately without requiring you to return the broken item.

  • Step 4: Ship It Back Pack the item securely in its original packaging and drop it off at the designated carrier location using the label provided.

6. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

  • Timeline:

    • Please allow 3-5 business days for us to inspect the return.

    • Once the refund is issued, it may take 7-10 business days for your bank or credit card company to post the refund to your account.

7. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.

  2. Contact your credit card company; it may take some time before your refund is officially posted.

  3. Contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

8. Contact Information

For any questions regarding returns and refunds, please contact us:

  • Address: 131 Continental Dr, Suite 305, Newark, DE 19713, USA

  • Email: [email protected]

  • Working Hours: 8:00 AM – 5:00 PM (Monday – Friday)