Refund Policy
Refund Policy
90-Day Money Back Guarantee
We stand behind the quality of LOWEN products. Customers may request a return or refund within 90 days of delivery, provided all conditions outlined below are met.
How to Start a Return
To start a return, customers must contact us before sending any item back: info@mylowen.com
The request must include:
- Order number
- Full name
- Clear photos or videos showing the reason for the return
Requests submitted without visual proof cannot be approved.
Return Window
Requests are accepted within 90 days of the delivery date, based on official carrier tracking information.
To be eligible, the item must:
- Show no signs of use beyond trying it on to check the fit (e.g. no dirt, odors, hair, or wear from walks)
- Be undamaged
- Be in original condition
- Be complete with all accessories and packaging
Returns must be shipped only after written authorization from our customer service team. Unauthorized returns will not be accepted. Return shipping costs are the responsibility of the customer.
Replacements
Free replacements (for example, a size exchange or a defective item replacement) can only be offered within 7 days of the order date, due to processing times. After this period, a replacement is no longer available, but a refund remains available under our standard 90-Day Return Window.
Defective, Damaged, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us as soon as possible with clear photos or videos showing the issue, so we can process your case quickly.
All claims are reviewed individually by our Quality Assurance Team within the 90-day guarantee period. Manufacturing defects are covered; normal wear and tear, misuse, improper handling, or customer modifications are not considered manufacturing defects and are evaluated on a case-by-case basis.
Non-Returnable Items
We do not accept returns on:
- Gift cards
- Custom or personalized items
- Used or customer-damaged products
- Personal care items, perishables, or hazardous materials
- Items missing original components
Refunds
Once the returned item is received and inspected, we will let you know if your refund is approved.
If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it may take some additional time for your bank or credit card provider to process and post the refund.
Shipping costs are non-refundable. For partial returns of bundles, remaining items will revert to their regular price, and refunds will be adjusted accordingly.
If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at info@mylowen.com.
EU 14-Day Cooling-Off Period
For orders delivered within the European Union, customers may cancel or return their order within 14 days of delivery, provided the items are unused, in original condition and packaging, and complete with all accessories.
Chargebacks and Unauthorized Claims
Refunds must be requested through our customer support team. Chargebacks opened without contacting us first, or without providing required defect evidence, will be disputed with delivery confirmation, tracking records, and documentation showing lack of customer communication.