Refund policy

At Loofelle, customer satisfaction is extremely important to us. We want every purchase to meet your expectations, and we understand that there may be occasions when a return is necessary. This Return & Refund Policy explains how returns, exchanges, and refunds are handled.

1. Our 30-Day Return Guarantee

We proudly offer a 30-day free return policy on eligible products.

If you are not completely satisfied with your purchase, you may request a return within 30 calendar days after receiving your order.

2. Eligibility

To qualify for a return:

The item must be returned within 30 days.
The product should be in clean and resalable condition whenever possible.
Original packaging is appreciated but not mandatory.
Proof of purchase or order confirmation is required.

3. Free Returns

We provide free return service for eligible orders.

Once your request is approved, our support team will provide return instructions. Please do not send products back without contacting us first, as this may delay processing.

4. Non-Returnable Items

Certain items cannot be returned for hygiene or safety reasons once used, including:

Personal hygiene products that have been heavily used
Items intentionally damaged after delivery
Products altered by the customer
Gift cards
Clearance items marked as final sale (if applicable)

If a product arrives damaged or defective, please contact us immediately.

5. Damaged, Incorrect, or Defective Orders

If you receive:

A damaged item
A defective product
The wrong product
Missing items

Please contact us within 7 days after delivery.

Include:

Your order number
A description of the issue
Clear photographs showing the problem

We will evaluate the situation promptly and arrange an appropriate replacement or refund at no additional cost.

6. Refund Process

After we receive and inspect the returned item, we will notify you regarding the approval of your refund.

Approved refunds are issued back to the original payment method.

Most refunds are processed within 5–10 business days, although processing times may vary depending on your financial institution.

7. Exchanges

If you would like a different size, style, or replacement item, please contact our customer support team. We will gladly assist whenever inventory is available.

8. Order Cancellation

Orders may be canceled before they are processed for shipment.

If your order has already entered fulfillment or has been shipped, cancellation may no longer be possible. In such cases, you may use our return process after delivery.