Refund Policy
Refunds and Exchanges
- There are generally two reasons for returns:
1.If the product arrives damaged or does not match the description If the product arrives damaged or does not match the description, please send us a photo of the damaged item and we will replace the order by shipping a new product or give a full refund.
2. If you need to return the product for any other reason than the above
If you are not satisfied for any reason other than the above, you may return eligible lomance.com items to our warehouse in China within 14 days of receipt of the order, provided the item is unused and in its original condition, including all original packaging. Note that this does not apply to custom orders.
3. If the return is caused by the consumer, the freight shall be borne by the consumer. The specific cost should be based on the courier company you choose.
4. If the received goods are damaged or incorrect due to our reasons, consumers do not need to bear the shipping cost for this.
Any refund and exchange need to contact us, any refund and exchange need our pre-authorization, otherwise we will reject the package.
When you receive a lighting order from lomance.com, we are sure you will like it, but if for any reason you do not like it please send us a fast line through our contact us page or email us support@lomance.com, we will do it right.
- What should I do with the return?
Whether you need a return or a claim for any reason, please contact us via email support@lomance.com or the Contact Us page. You need to tell us the reason for your application and attach a clear photo of the problem, so that we can quickly identify the problem and solve it quickly,
- What is the time frame for accepting returns?
All returns and claims must be pre-authorized by lomance.com via email ( support@lomance.com ) within 60 days of receipt, stating the reason. lomance.com is not responsible for any return shipping charges, except for items damaged in transit or errors made on our behalf. lomance.com will only refund the cost of the item (excluding shipping) or provide store credit.
lomance.com requires customers to pack and ship returned items in their original condition. Once we receive the returned item, please allow 5-7 business days for us to process the refund. Items damaged in transit are eligible for return shipping or replacement with clear photographic proof of damaged item and packaging condition as lomance.com needs this information to file a damage claim. International orders lost or damaged in transit may also require electronic signature processing.
Shipping damage claims must be made within 7 days of receipt and emailed to support@lomance.com. Clear photos of damaged product and corresponding packaging must be provided, and packaging must be retained until further notice. Shipment damage claims will not be accepted for installed or assembled products.
- How soon will I receive my refund?
After waiting for the package to be returned, we will refund the customer immediately if the tracking number information is updated.
Usually refunds are returned to the customer's credit card in the same way, and it takes about a week for the refund to be credited to the credit card.
If you haven't received your refund, please check your bank account again first.
Then contact your credit card company and it may take some time for your refund to be officially released.
Next, contact your bank. It usually takes some processing time before a refund is issued.
If you've done all of this and still haven't received your refund, please contact us via our contact page.
- Eligible partial/full refunds and replacements
- Any item in a non-original condition, which means damage or missing parts due to reasons other than our fault.
- Any item differs from the item description.
- Any item returned to sender but not delivered.
- Any item not delivered within 90 days.
All of the above are subject to partial/full refund and replacement.
Non-refundable, gift card
- Order Confirmation
The order confirmation will be sent to the email or mobile number registered when you place the order immediately after you place the order.
Shipping confirmation will be sent to the email or mobile number you registered when you placed the order within 2-7 days after receiving the order confirmation.
If you do not receive any of the above confirmation emails, please contact us at "support@lomance.com".
- Cancel the order
Cancellations are only possible within 4 hours of order confirmation. After this time, we cannot provide refunds. (Occasionally, we may cancel your order if it does not ship, so please contact us if you do not receive a shipping confirmation.)
- Our Return Process
Step 0: Read our Return Policy above to determine if your order is eligible for a refund/return.
Step 1: Submit an inquiry at support@lomance.com, including your reason for the return
Step 2: We'll confirm the refund amount you're eligible for based on the reason for your return and the items in your order.
Step 3: We provide return address and shipping label instructions. If you do not follow our instructions, we will not be able to issue you a refund.
Step 4: You ship the item at your own expense. We do not cover return shipping or provide prepaid labels. Please print your order confirmation email and include it in the return package.
Step 5: Notify us by email that you have sent a return and provide us with your tracking number if applicable.
Step 6: After waiting for the package to be returned, we will refund the customer immediately if the tracking number information is updated.
- Refund (if applicable)
If you are approved, your refund will be processed and a credit limit will be automatically applied to your credit card or original payment method within a certain number of days.
It is our responsibility to provide you with products that comply with your consumer rights. If you have any concerns about our failure to comply with our legal obligations, please contact us:
- Contact US
Email: support@lomance.com