Refund Policy

Effective date: November 7, 2026

We want customers to understand the return conditions before purchasing. This policy applies to eligible purchases made directly from Lwiis.

1. Return Window

For eligible merchandise, contact [email protected] within 30 calendar days after the recorded delivery date. The item must be shipped using the approved return instructions within 7 calendar days after return authorization is issued.

2. Eligible Return Conditions

An eligible item must be unworn, unused, unwashed, unaltered, free from odors or cosmetic marks, and returned with its original tags, accessories, protective packaging, and proof of purchase. Trying on an item for fit is permitted where doing so does not affect its condition.

3. Items That Cannot Be Returned or Exchanged

The following are final sale and are not eligible for return or exchange unless they arrive damaged, defective, or materially different from the order:

• Discounted or sale apparel
• Underwear, hosiery, and other intimate or hygiene-sensitive items
• Items marked “Final Sale” on the product page
• Items that have been worn, washed, altered, damaged after delivery, or returned without required tags and components

4. How to Request a Return

Email [email protected] with the order number, the item to be returned, and the reason for the request. If the item is damaged, defective, or incorrect, include clear photographs of the item, packaging, and shipping label.

Do not send a return to the Hong Kong business registration address shown on this website. Approved returns must be sent to the return address supplied by customer service. Unapproved or misdirected parcels may not be accepted or processed.

5. Return Shipping

For a change-of-mind, fit, or preference return, the customer is responsible for return shipping and any associated carrier charges. If Lwiis confirms that an item was delivered damaged, defective, or incorrect, Lwiis will provide an appropriate remedy and cover reasonable approved return shipping when a return is required.

6. Refunds

After an eligible return is received and inspected, we will notify the customer of approval or rejection. Approved refunds are issued to the original payment method, normally within 5 business days after inspection. The bank or card issuer may require an additional 5–10 business days to display the credit.

Original shipping charges are non-refundable unless the return results from a confirmed Lwiis fulfillment error or a damaged, defective, or incorrect item. A refund cannot exceed the amount actually paid for the returned item after discounts.

7. Exchanges

Exchanges are subject to inventory availability. Contact customer service within the return window. If the requested replacement is unavailable, the customer may choose another available eligible item or receive an approved refund. For faster service, customer support may recommend returning the original item and placing a new order.

8. Damaged, Defective, or Incorrect Items

Report a damaged, defective, or incorrect item within 7 calendar days after delivery. Keep all packaging until the claim is resolved. We may request photographs or other reasonable evidence to verify the issue.

9. Order Cancellation

Contact [email protected] immediately to request cancellation. An order can be cancelled only before fulfillment begins. Once an order has been processed or shipped, the return rules above apply.

10. Consumer Rights

Nothing in this policy limits any non-waivable rights or remedies available under applicable consumer protection law.

11. Contact

Return and refund requests: [email protected]