Exchanges & Returns

Exchanges & Returns

Would you like to exchange or return a product? We’re happy to assist.

You may request a return or exchange within 30 days of receiving your order. Refunds are issued once the returned item has been received and inspected.

Return Conditions

• Items must be returned unused and in their original condition.

• All returns must be shipped with valid tracking information.

• Return shipping costs are the responsibility of the customer and are non-refundable.

• Refunds are issued to the original payment method within 5 business days after inspection. Please note that it may take up to an additional 10 business days for the funds to appear in your account, depending on your bank or payment provider.

How to Return (Step-by-Step)

1. Email info@loisandtoms.com within 30 days of delivery to request a return or exchange.

2. Please wait for confirmation from our customer support team before shipping your return. Returns sent without prior approval may be delayed or cannot be processed correctly.

3. Once approved:

   • Carefully pack the item, preferably in its original packaging.

   • Ship the package to the return address provided by customer support.

   • Email us the tracking number.

4. Once the return has been received and inspected, the refund will be processed.

Return Processing Location

Returns are processed at our designated workshop and quality control facility, where all items are inspected before refunds are issued.
This processing location may differ from our business or customer service address.

Items Not Eligible for Return

The following items are not eligible for return:

• Sealed items once the seal has been broken
• Custom-made or personalized products
• Items of a personal or hygienic nature
• Items showing signs of excessive wear, use, or improper handling
• Replacement items provided free of charge as part of a goodwill gesture or dispute resolution
• Original items involved in a goodwill resolution (including partial refunds, free replacements, or compensation offers) once the customer has accepted the resolution

Bundle Discounts & Returns

Our bundle discounts are based on the total number of items in your order. If you return one or more items from a discounted order, the discount will be recalculated according to the items you keep.

This may affect the refund amount if the original bundle conditions are no longer met.

Order Cancellations

Once an order has been placed, it cannot be canceled. Orders are processed automatically shortly after purchase.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 30 days of delivery at info@loisandtoms.com so we can assist you.
Requests submitted after this period may no longer be eligible.

Manufacturing Defects

If a manufacturing defect appears after use and renders the item unusable under normal conditions, please contact us for assistance.
Normal wear and tear is not considered a defect.

Return Address

Approved returns must be shipped to our workshop:

Shuanglun Down
No. 288-1, Dongkang Road
Xinfeng Village (opposite Liuqiao Home Textiles)
Xiaoshan District
Hangzhou City
Zhejiang Province
China

Important: Please contact our customer support team and wait for confirmation before sending any returns to this address. Returns sent to any other address cannot be accepted.