Return and exchange policy

 

This Return and Exchange Policy applies to all orders placed through Lokinesto (hereinafter referred to as “we”). It is designed to clearly explain the applicable timeframes, acceptable circumstances, and handling steps related to returns, exchanges, and refunds.

1. Return and Exchange Timeframe

You may submit a return or exchange request within 30 days from the date the order is delivered and confirmed as received.

2. Acceptable Conditions for Returns and Exchanges

• The item shows noticeable appearance-related defects
• The item has quality or performance-related issues
• The item has an unusual odor or significant color variation
• The delivered item does not match the order details
• A return or exchange is requested without providing a specific reason, provided the item remains in appropriate condition

3. Return Handling Process

1. Please contact us by email or telephone to request a return. Include your order number, proof of payment, reason for return, and any supporting photos or videos.
2. Our support team will review your request promptly. Once approved, you will be notified and provided with the return address.
3. Send the item back to the designated address and wait for confirmation that we have received it.
4. After inspection, if the item meets the reported conditions, a refund will be processed immediately. Further details can be found in the refund policy.

4. Exchange Handling Process

1. To request an exchange, please contact us with your order number, payment confirmation, reason for exchange, and relevant photos or videos.
2. Once your request is approved, we will provide return instructions and the appropriate address.
3. Return the item and wait for confirmation of receipt.
4. After inspection, if the conditions are met, a replacement item will be shipped within 1–3 business days. Shipping timelines are outlined in the shipping policy.

5. Refund Processing

Refunds are issued to the original payment card used for the purchase, including Visa and MasterCard. Depending on the processing speed of the card issuer, refunds typically appear within 1–5 business days. If a delay occurs, please contact us for assistance.

6. Shipping Cost Responsibility

• If the return or exchange is due to appearance defects, quality issues, odor problems, color discrepancies, or incorrect items, return shipping costs will be covered by us.
• If the return or exchange is made without a stated reason, return shipping costs will be the responsibility of the customer.

7. Responsibility Notice

We aim to process all after-sales requests in a clear and timely manner. However, we cannot be held responsible for damage resulting from improper handling or use after delivery.

8. Return Label Information

A return label is included inside the original package. Please attach it securely to the parcel when sending the item back to ensure accurate handling.

9. Contact Information

If you need assistance regarding returns, exchanges, or related matters, please contact us using the details below:

Contact Address: 672 Quill Road, East Stroudsburg, PA 18302, United States
Customer Service Phone: +1 (347) 500-7469
Customer Service Email: client@lokinesto.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)