Return & Refund Policy

Return Policy

Customer satisfaction is always our top priority.Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check the information for the item and terms before buying.

If you are not satisfied with the items you received, please contact us. We are here to help，please feel free to submit a email if you have any issue with your order!

We accept return of products. Customers have the right to apply for a return within 60 days after delivery the product.

 

1. Return/Exchange Process

Customers can contact us within 60 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product or other dissatisfaction, please contact us immediately at our email:service@lovescustom.com

Step 1: Please email our customer service representatives at service@lovescustom.com to get a return authorization and return address, stating your order number and reason for return. Please describe the issue in detail, including the return reason, along with your order number. For defective, incorrect or not as described item, please send us a clear picture or video of the problem.

Step 2: After receiving your email with exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return. 

Step 3: You will receive refund within one week or have an exchange order processed after we receive your package. We'll email you once processing your refund or exchange and the refund will be issued to your original payment method. Refunds will be refunded to the original payment account. Paypal generally 1-3 working days, credit card generally 5-10 working days. (If no refund is received within 30 days, please contact us via email)

 

2. Not Covered Under Return:

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address. 
·Products without sufficient proof of purchase
·Lost or stolen products
·Items that have expired their return period
·Non quality-related issues (after 60 days of purchase)
·Free products
·Repairs through 3rd parties
·Damage from outside sources
·Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
·Purchases from unauthorized resellers

 

3. Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

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. If you’ve done all of this and you still have not received your refund, please contact us atservice@lovescustom.com

Please contact our Customer service at service@lovescustom.com to get the return address.

4. Notes

A. Personalised-order

Custom-order or personalised items do not have a right to 60 days refund.

Customized products or private products do not support free returns.

B. No restocking fee to be charged to the consumers for the return of a product.

C. Return Shipping Costs

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

Shipping costs need to be covered by buyer in the following situations:

  • Returning products for any reason other than a proven defect
    ·Warranty claims on items taken outside the original country of purchase
    ·Buyer’s accidental returns
    ·Returning personal items
    ·Returning items claimed to have defects but found by quality control to be in working condition
    ·Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Cancellation

We accept order cancellation before the product is shipped or produced. 

If you need to cancel the order, please contact us at email： service@lovescustom.com, and provide your order number and state the reason. Please note that cancellations may incur a processing fee.

  1. Unshipped:
    10% processing fee within 48 hours
    30% processing fee after 48 hours
  2. After Shipping:

Unable to cancel 

  1. We will NOT accept order cancellation request if the orders have been shipped. Please apply for return after receiving the package.
  2. Generally, you will receive a refund within 5 to 15 business days. (If no refund is received within 30 days, please contact us via email)