Refund policy

Return window

You may request a return within 14 calendar days after delivery. To be eligible, the textile must be unused, unwashed, uncut, unsewn, unaltered, and returned in its original condition and packaging with any labels or accessories.

Products that cannot be returned for change of mind

Custom-cut, personalised, made-to-order, specially sourced, hygiene-sensitive, or clearly marked final-sale products cannot be returned for change of mind. These exclusions do not apply when an item is damaged, defective, materially misdescribed, or incorrect, or where applicable law provides otherwise.

Colour and product appearance

Colours and sheen can vary slightly because of lighting, photography, and screen settings. A small display difference alone is not necessarily a defect. If exact colour or composition is critical to your project, please contact us before ordering.

Damaged, defective, or incorrect items

Inspect your order promptly. Report any damage, defect, material misdescription, or incorrect item within 10 calendar days after delivery by emailing admin@loomzora.com. Include your order number, a description of the issue, and clear photographs of the full item, the issue, packaging, and shipping label. Do not cut, wash, sew, alter, or use the textile after discovering a problem.

How to start a return

Email admin@loomzora.com with your order number and reason for return. If approved, we will provide a return authorization, packing instructions, and the exact return address. Approved merchandise returns are handled in Morocco. Do not send a return to our Hong Kong registered office or any other address without authorization.

Return shipping

For an eligible change-of-mind return, the customer is responsible for tracked return shipping. For an approved damaged, defective, materially misdescribed, or incorrect item, we will cover reasonable authorized return costs or provide another appropriate remedy. Unauthorized returns and items lost during untracked return shipment are the sender’s responsibility.

Inspection and refunds

We will inspect returned items and notify you of the decision. Approved refunds are initiated to the original payment method within 5 business days after inspection. Your bank or payment provider may need additional time to post the funds. We cannot refund to a different payment method.

We do not charge a restocking fee for eligible returns. Because our current standard shipping is free, there is normally no original standard shipping charge to refund. Any optional expedited upgrade is non-refundable unless the service was not provided, the item was faulty or incorrect, or applicable law requires otherwise.

Exchanges, refused parcels, and cancellations

Exchanges depend on stock availability. Refusing or failing to collect a parcel does not automatically create an approved return; direct costs caused by an incorrect address, refusal, or failure to collect may be deducted where legally permitted. Contact us immediately to request a cancellation or change. We will try to help before dispatch, but cannot guarantee changes once processing or shipment has begun.

Statutory rights

Nothing in this policy limits consumer rights that cannot legally be excluded or waived.

Contact

LOOMZORA HONG KONG LIMITED
Business Registration No. 81111137
Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong
Email: admin@loomzora.com
Phone: +1 917 672 7080