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Exchanges and Returns
Company Policies
Our product exchange policy aims to provide customers with complete confidence in the products purchased from our store. All our products come with a warranty against manufacturing defects. We also exchange products that differ from what was ordered by the customer.
If you receive a product with a manufacturing defect or different from what you ordered, you have 14 days to return it and we will refund you without questions asked.
If more than 14 days have passed and the product shows a defect, contact us with your ID, order number, the product to be returned, and the defect description. Once we receive the email, we will forward your request to our quality department for verification. Authorization from this department is required for an exchange to proceed. After the analysis, we will contact you with the outcome and inform you if an exchange is necessary. The exchange period for this reason is 3 months from the date of receipt of the product. Please note that we do not accept exchanges or refunds after this period.
Your complaint will be analyzed within 7 working days. If the issue is confirmed, we will contact you by email, and you can choose one of the following options:
- Receive a full refund.
- Receive a new product identical to the ordered one.
- Receive a product of similar value.
- Receive a voucher for the product value to use on future purchases.
For credit card refunds, our finance department has a maximum of 10 working days to process it with the card operator. The balance may return to your credit card within 30 to 90 days, depending on your billing cycle. Refunds will be processed to a bank account under the same name and ID used to make the purchase.
Returned products without prior notice, past the deadline, or missing documentation (tags, invoices) will be returned to the customer. Rejected exchanges after quality analysis will be sent back via standard shipping at the customer's expense. Please note: Loomart is not responsible for shipping costs related to returns or exchanges unless the product is faulty.
