Refund policy
Return Policy:
We offer a 14-day return policy, starting from the date of delivery. If you're not completely satisfied with your purchase, you have 14 days to initiate a return for a refund or exchange. Please ensure that the item is in its original condition, unused, and in its original packaging.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@loa.lu.
To initiate a return:
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Contact our customer service team within the 14-day window to inform them about your intent to return the item.
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Our customer service team will guide you through the return process and provide you with a return authorization.
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Pack the item securely in its original packaging, including all accessories and documentation.
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After authorization the returns will need to be sent to the following address:
LOA Sàrl
27 Rue Philippe II
L-2340 Luxembourg
Once we receive the item and confirm its condition, we will process your refund or exchange within a reasonable timeframe.
If it is an exchange of products, the customer bears the cost of new shipping.
Please note that certain items, such as personalized or intimate goods, may be exempt from our return policy due to hygiene or customization reasons. Any exemptions will be clearly stated in the product description.
You can always contact us for any return question at support@loa.lu.