Refund policy

30-Day Return Window

We offer a 30-day return window, which allows you to submit a return request within 30 calendar days after you receive your order.

Return Eligibility

To qualify for a return, all merchandise must be returned in its original received condition: unworn, unused, intact with all original tags, and kept in complete original packaging. A purchase receipt or valid proof of order is also required for all return applications.

How to Initiate a Return

To start your return request, kindly email our support team at info@loyelec.shop. All returned parcels must be delivered to this address:G/F 18, Yuen Long Fresh Fish Market, No.30 Yuen Ching Road, Yuen Long, New Territories, Hong Kong.
Once your return request is approved, we will send you a pre-paid return shipping label along with step-by-step shipping guidelines. Any parcels returned without prior official return approval will be rejected and unprocessed.For any inquiries about return procedures, feel free to reach us via info@loyelec.shop at any time.

Damaged, Defective or Incorrect Items

Please fully inspect your goods upon delivery. If your item arrives defective, damaged, or you receive the wrong product, contact our support team right away. We will assess the issue and arrange proper solutions for you promptly.

Non-Returnable Products

Certain product categories are excluded from our return policy, including:
  1. Perishable goods: food, fresh flowers, live plants and similar organic items
  2. Customized & personalized goods: bespoke custom orders, engraved personalized products
  3. Personal care & beauty items
  4. Hazardous materials, flammable liquids and compressed gases
If you have doubts about whether your item is eligible for return, please get in touch with us in advance.Sale discounted clearance goods and gift cards are non-refundable and non-returnable under all circumstances.

Exchange Guidance

The most efficient solution for exchanging items is to submit a return for your current product first. After your return application gets approved, you may place a new separate order for your desired replacement item.

14-Day EU Cooling-off Period

For all orders shipped to European Union territories, the 30-day return rule above does not apply. You are entitled to a 14-day statutory cooling-off period, where you may cancel your order or request a full return for any reason without providing explanations.Identical return eligibility rules apply to EU orders: goods must remain unworn, unused with original tags and full original packaging, alongside valid purchase proof.

Refund Timeline & Process

Once we receive and complete quality inspection on your returned goods, we will send a notification email to inform you of your refund approval status.If your refund request is accepted, funds will be automatically issued back to your original payment channel within 10 business days. Please note that banks and credit card issuers may require additional processing time to post the refund to your account.
If you have not received your refund more than 15 business days after approval, please email our team at info@loyelec.shop for follow-up checks.