Refund policy
Return
If you are not satisfied with your purchase, you have 30 calendar days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You will also need the receipt or proof of purchase. The customer is responsible for any shipping charges associated with a return.
To start a return, you can contact us at support@lohillart.com. Please make sure to include you order number and reason for return. It will take 3 business days for our team to process you request.
If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Refund
When we receive your item, we will inspect it and notify you that we have received your returned item. Our team will need 2-3 business days to verify the condition of the item.
Once the item has verified it’s in original, unused condition, we will initiate a refund within 2 business days to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Exceptions / non-returnable items
We do not accept returns for custom products, such as special orders or personalized items.
Also, we cannot accept returns on final sale items or gift cards.
Exchanges
We do not offer 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.
Damages and issues
Please contact us within 48-hours if the item is defective, damaged or if you receive the incorrect item, so that we can evaluate the issue and make it right.
1）Defective, Incorrect or Damaged Orders
Please contact us at support@lohillart.com to make a claim with the following info:
a. Order number
b. Photos of the damaged item, exterior packaging and shipping lable
Please hold on to all packaging and product(s) while we review your claim. It will take 3-5 business days for the review process.
Please note: Make sure to report any potential claims within 48-hour . We reserve the right to deny claims beyond this limit.
2）Lost or Stolen Packages
If your tracking information shows that your package was delivered, but you have not received it, please contact us at support@lohillart.com with your order number and name.
Please note: We do not take responsibility for lost/missing packages that show successful delivery to the order address.
Late or Missing Refunds
Please understand that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us.