Thank you for shopping with Lys & Loom. We want you to be happy with your purchase of home decor
and textile products. This Refund & Return Policy explains when and how you can return items
and receive a refund.
1. Eligibility for Returns
You may return eligible items within 14 days from the date you received your order.
To be eligible, items must be:
- Unused and unwashed
- In their original condition
- With all original tags, labels, and packaging attached
We reserve the right to refuse returns if:
- Items show visible signs of use, damage, stains, odors, or alteration, or
- Items are returned outside the 14-day window, where permitted by applicable law.
Certain items may be non-returnable for hygiene or other reasons (for example, pillows/bed textiles once used,
or “final sale” items). If an item is non-returnable, this will be clearly indicated on the product page.
2. How to Start a Return
Contact us first
Email: info@lysandloom.com
Include your order number, the item(s) you wish to return, and the reason.
Wait for our confirmation
We will confirm whether your return is eligible and send you return instructions.
Ship your return to our warehouse in China
All returns must be sent to the following address, unless we instruct you otherwise:
Recipient: Sunny HE
Address: No. 213 Taikang Middle Road, Yinzhou District, 315100 Ningbo City,
Zhejiang Province, China
Phone: +86 13848831114
Returns to any other address (for example, a U.S. address) cannot be processed.
Keep your proof of shipment
Please keep your shipping receipt and tracking number until your refund has been processed.
You are responsible for proper packaging and shipment of the return.
3. Return Shipping Costs
Defective, damaged, or incorrectly delivered items
If you receive a defective or damaged item, or the wrong product, we will cover reasonable return shipping costs
or offer an alternative solution (such as a partial refund without return), at our discretion.
Please contact us with clear photos and a description of the issue before sending anything back.
All other returns (change of mind, style/size not as expected, etc.)
If you return items for reasons other than defect or our error, you are responsible for all return shipping costs,
including any customs duties, import taxes, or handling fees charged by the carrier.
4. Exchanges
Exchanges (for example, for a different color, pattern, or size where applicable) are generally possible
but depend on availability.
Please contact us at info@lysandloom.com before sending anything back
so we can confirm your options.
Exchanges follow the same return rules and address as above.
In some cases, it may be faster to place a new order and return the original item for a refund.
5. Refunds
Once your returned item arrives at our warehouse, we inspect it.
If your return is approved, we will issue a refund to your original method of payment.
Refund amount:
- We refund the product price minus any non-refundable shipping fees you originally paid (if any).
-
We may reduce the refund for loss of value if items are not returned in their original condition,
as permitted by applicable law.
Processing time:
Please allow up to 14 business days from the date we receive your return for us to process your refund.
Your bank or payment provider may require additional time to post the refund to your account.
6. Items That Arrive Defective or Damaged
If your Lys & Loom product arrives defective, damaged, or materially not as described,
please contact us within a reasonable time after delivery:
Email: info@lysandloom.com
Attach clear photos and a short description of the problem.
Where required by law, you may be entitled to a repair, replacement, or refund.
We will work with you to find a fair solution and may offer, for example:
- A free replacement
- A partial refund
- A full refund once the item is returned
7. Chargebacks
If there is an issue with your order, please contact us at
info@lysandloom.com before filing a chargeback.
We always aim to resolve problems fairly. Unjustified chargebacks may be disputed with your bank or payment provider.
8. Your Legal Rights
This Refund & Return Policy is not intended to limit any rights you may have under applicable
U.S. federal or state consumer protection laws. If those laws grant you additional rights beyond what is
described here, those rights remain in force.
Contact Us
Store Name: Lys & Loom
Address: 1430 Gadsden Highway, Suite 116, Unit #2701, Birmingham, AL 35235, USA
Email: info@lysandloom.com
Phone: 016592136024
Customer Service: Monday to Friday: 9:00 AM – 5:00 PM (EST)
