Refund policy

Refund & Return Policy

Thank you for choosing Loont. We recognize that sometimes an electronic device or product may not meet your exact requirements. To provide complete peace of mind, we offer a straightforward, risk-free 30-Day Return Window with Free Return Shipping. This entire policy is framed in United States Dollars (USD) and complies fully with United States consumer protection standards.

1. The 30-Day Return Window

You have exactly 30 calendar days from the date your package was marked as "delivered" by the shipping carrier to request a return and a full refund. If 30 days have elapsed since the delivery of your package, we cannot offer you a refund or exchange under normal circumstances.

2. Return Eligibility Criteria

To ensure a successful return process and full reimbursement, the items must satisfy the following conditions:

  • The merchandise must be in its original, unaltered condition, showing no signs of physical abuse, cosmetic damage, scratches, or wear from extensive use.
  • The item must be packed securely inside its original packaging, including all interior foam inserts, external boxes, protective plastics, charging cords, power adapters, and the original physical instruction manuals.
  • Proof of purchase (such as a copy of your Loont order confirmation email or order number) must be provided during the return request.

3. Absolute Zero-Cost Returns (Free Return Shipping & No Restocking Fees)

We do not believe in penalizing our customers for returning items. We provide a completely free return process:

  • Return Shipping Cost: $0.00 USD. We will provide a prepaid shipping label via email. You will not pay for postage.
  • Restocking Fee: $0.00 USD. We do not charge restocking, processing, or administration fees on any authorized returns.

4. Step-by-Step Return Procedure

To initiate a return, you must strictly adhere to the following sequence to prevent logistical errors:

  1. Submit a Request: Send an email to our support team at info@loont.shop. State your order number, the name of the product you wish to return, and a brief statement regarding the reason for the return.
  2. Receive Your Prepaid Label: Once our customer support agent verifies your order details, we will send a PDF file containing a prepaid return shipping label and designated return instructions.
  3. Package and Drop-off: Place the item securely back in its original box, print out the prepaid label, tape it firmly to the exterior of the shipping package (covering old labels), and drop it off at the closest authorized carrier branch (e.g., USPS/FedEx location indicated on the label).

*Warning: Do not ship products back to the legal corporate address in Australia without our prior authorization. All returns must be dispatched to our designated logistics center using the specific prepaid label we provide.

5. Damaged, Defective, or Wrong Items Received

Please inspect your merchandise immediately upon receipt. If an item arrives broken, defective, structurally malfunctioning, or if you receive the incorrect model entirely, contact us at info@loont.shop within 48 hours of delivery. Include clear photographs or a short video clip demonstrating the defect. We will immediately expedite a brand new replacement item or process a comprehensive 100% refund without requiring any additional fees from your side.

6. Refund Timeline (10-Day Processing Rule)

Once your returned package is delivered to our logistics hub, it undergoes a mandatory inspection to verify its contents and original condition. This check takes 1 to 3 business days.

Upon approval, we will immediately initiate your refund. The funds will automatically be issued back to your original payment method (e.g., the specific Credit Card, Debit Card, or electronic payment portal utilized during purchase).

We guarantee that the refund will be fully processed and transmitted from our merchant account within 10 business days. Please be aware that your bank or financial services provider may require an additional 2 to 5 standard processing days to clear the funds and display the credit on your bank statement.

7. Corporate Information and Governance

This policy is directly backed and managed by our legal corporate entity:

Brand Name: Loont (www.loont.shop)
Legal Corporation: ALTURA CONSULTING ENGINEERS PTY LTD
Corporate Address: Level 7, 100 Walker St, NORTH SYDNEY, NSW, 2060, Australia
Contact Email: info@loont.shop
Contact Phone: +61 485982293