Refund policy

Return & Refund Policy
Effective date: March 1, 2026

We want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a clear and transparent return and refund process.

1) Return Window

30-day returns: You may request a return within 30 days of delivery (based on the carrier’s delivery confirmation).
EU customers (14-day cooling-off period): If your order is shipped to the European Union, you may cancel or return within 14 days of delivery, for any reason and without justification.

2) Return Eligibility & Condition

To be eligible for a return, items must:

Be unused, unworn, unwashed, and in the same condition as received
Include all original tags, labels, accessories, inserts, and packaging
Include proof of purchase (order number/receipt)

Important for teaware: For hygiene and safety reasons, we may not be able to accept returns for teaware that has been used with food or liquids (for example, items that have been brewed with).

3) Non-Returnable Items

The following items are not eligible for return:

Sale items and gift cards
Custom/personalized or special-order items
Perishable goods (such as food, flowers, or plants)
Certain personal care goods (such as beauty products)
Hazardous materials, flammable liquids, or gases

If you are unsure whether your item is returnable, please contact us before shipping.

4) How to Start a Return (Return Authorization Required)

To start a return, email us at support@loomiitea.com with:

Your order number
The item(s) you want to return
The reason for return
(For damaged/incorrect items, please include photos of the item and packaging.)

Do not send items back without approval.
Items returned without first requesting authorization (RMA/return reference) may not be accepted.

If your return is approved, we will provide:

The correct return address
Return instructions and the RMA/return reference

5) Return Shipping Costs

Customer responsibility: Return shipping costs are typically the customer’s responsibility.
Our error (defective/damaged/incorrect item): If the return is due to our error, we will cover reasonable return shipping costs by either:
- providing a prepaid return label, or
- reimbursing the shipping cost (please contact us for instructions before shipping).

We strongly recommend using a trackable shipping service for returns. We are not responsible for returns lost in transit.

6) Exchanges

The fastest way to get the item you want is to return the original item (if eligible) and place a new order.
If you want to exchange, please contact us and we will advise on availability and next steps.

7) Refunds & Processing Time

Once we receive and inspect your return, we will notify you whether your refund is approved.

If approved:

Refunds are issued to your original payment method within 5 business days after approval.
Your bank or payment provider may take additional time to post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@loomiitea.com.

8) Return Center Information

Our business operations and customer support are managed internationally, while returns and quality inspections are handled through our designated return center in Hong Kong SAR.

For operational accuracy and faster processing, the return address will be provided after your return request has been approved.