We want every order to feel clear and secure. This policy outlines how returns, exchanges, and refunds are handled.
30-Day Return Policy
We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return or exchange.
To be eligible for a return, the item must be:
- Unused and uninstalled
- In its original condition and packaging
- Returned with proof of purchase
Return Location, Method & Fees
- Return location: China. All authorized returns must be shipped to our return facility in China. We do not have an overseas return warehouse.
- Return method: By mail, after return approval.
- Restocking fee: 0. No restocking fee is charged for any returns.
- Quality issues, shipping damage, or incorrect items: Lokxen pays the return shipping costs.
- Non-quality returns, including change of mind: The customer pays the actual return shipping costs to China.
The exact return warehouse address will be provided by email after approval. International return shipping costs depend on the carrier, your location, and the parcel's weight and dimensions. Please obtain a carrier quote before sending a non-quality return.
Return Reasons & Shipping Responsibility
Return requests are usually handled in two categories:
1. Quality Issues or Shipping Damage
- Product defects
- Damage during transportation
- Incorrect item received
In these cases, Lokxen will cover all return shipping costs to our return facility in China and offer a free replacement or a full refund. Please contact us before sending the item so we can confirm the return shipping arrangements. No restocking fee applies.
2. Customer Preference / Change of Mind
If the return is due to personal reasons, such as:
- The product does not meet personal expectations
- Size or color preference
- Ordered the wrong item or quantity
- No longer needing the product
For non-quality returns, the customer pays the actual cost of shipping the item back to our return facility in China. This return shipping cost is not reimbursed. No restocking fee applies.
Inspection Upon Delivery
Please check your order when it arrives. If the item is damaged, defective, or incorrect, contact us as soon as possible so we can help resolve the issue quickly.
Items Eligible for Return or Refund
You may be eligible for a return, refund, or replacement if:
- The item is damaged or defective
- The item has not been used and meets the 30-day return requirements
- The shipment was returned to sender undelivered
- The order was not delivered within 30 days
For eligible returns or refunds, we will provide a full refund or replacement. Return shipping costs follow the responsibility rules above: Lokxen pays for quality issues, shipping damage, or incorrect items; the customer pays for non-quality returns. Undelivered or returned-to-sender parcels are handled under our Shipping Policy.
Items Not Eligible for Return
The following items are not returnable, except where required by law:
- Custom, bespoke, or made-to-order products
- Light bulbs or consumable accessories
- Items not in original condition or packaging
Order Cancellation
Orders can usually be canceled within 24 hours after confirmation.
After an order has entered processing or shipping, cancellation is no longer guaranteed. If your order has not yet shipped, please contact us as soon as possible and we will do our best to assist.
How to Start a Return
Return method: By mail to China. Please contact us for return authorization, the exact return warehouse address in China, and shipping instructions before sending an item.
Please do not send your purchase to the original sender address printed on the package. Use the return address provided in our approval email.
- Contact us at [email protected] with your order number and reason for return
- We will confirm whether your return is eligible
- If approved, we will email the return instructions and the exact return warehouse address in China
- Ship the item back within the approved timeframe
Exchanges
For a faster replacement, we recommend returning the original item and placing a new order once the return is approved.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union or the United Kingdom, you have the legal right to cancel or return your order within 14 days of receiving it, without providing a reason.
Returned items must be unused, uninstalled, and in original packaging. For non-quality returns, the customer pays return shipping to China. Lokxen pays return shipping for defective, damaged, or incorrect items. No restocking fee applies.
Refunds
Refunds will be issued after the returned item is received and inspected.
After we receive and inspect your return, we will notify you of the approval status.
Approved refunds are issued to your original payment method within 5 business days. Please be aware that processing times may vary depending on your bank or payment provider.
If more than 10 business days have passed since your refund was approved, please contact us at [email protected].
Contact Us
Operated by: Haikou Meilan Haoyulang Trading Company
If you have any questions about this policy, please contact our customer support team.
Email: [email protected]
Registered business address: Room 401, Building 2, Bailong Xincun, No. 36 Bailong South Road, Hepingnan Subdistrict, Meilan District, Haikou, Hainan, China
Tel: +86 19502043191
Respond: Mon - Fri : 9 AM - 6PM (GMT+8)
We aim to respond within 24 hours on business days.
For returns, use only the return warehouse address provided in our approval email. The registered business address listed above is provided for business contact and is not a return authorization.
