Last updated: 10/12/2025
At LOMAYALUXE.COM, customer satisfaction is a core priority.
Because our products undergo strict verification steps before shipment—including real photos, videos, and package confirmation—returns are handled under specific conditions to ensure fairness and product safety.
1. Eligibility for Returns
A return request may be approved ONLY in the following cases:
- The item arrived damaged, defective, or not functioning properly
- The item received does not match the product ordered
- The package was lost by the carrier and officially confirmed as undeliverable
Return requests for reasons such as change of mind, wrong selection, or personal preference are not eligible, due to the international express nature of our logistics.
2. Return Request Window
Customers must submit a return request within:
➡ 7 days from the delivery date
Requests submitted after 7 days cannot be accepted.
All requests must be sent to:
📧 contact@lomayaluxe.com
3. Proof Requirements
To approve a claim, customers must provide:
- Photos or videos clearly showing the issue
- A photo of the shipping label
- A photo/video of the product condition upon arrival
This helps us verify the problem and offer a fair solution quickly.
4. Return Shipping Costs
- If the issue is caused by LOMAYALUXE.COM (wrong item, defective item):
→ We will cover all return shipping costs OR offer a full refund without return depending on the case. - If the issue is caused by incorrect customer information or refusal to receive the package:
→ Return shipping costs may apply.
5. Refund Options
Approved refunds may be issued via:
- Original payment method (PayPal, Payoneer)
- Bank transfer (for Moroccan customers)
- Or store credit if preferred
Refund processing time: 5–10 days after approval.
6. Non-Returnable Items
We cannot accept returns for:
- Items damaged by misuse
- Items with missing parts/accessories
- Items without evidence of the problem
- Packages delayed due to customs or courier issues outside our control
7. Order Cancellation
Orders can only be cancelled before processing begins.
Once your order enters the quality-check or preparation phase, cancellation is no longer possible.
8. Contact for Support
We will respond as quickly as possible to assist you.