Refund Policy
We are committed to providing you with high quality products and services. If you are not completely satisfied with your purchase, we will be happy to process your return. Please read the following return policy carefully:
RETURN CONDITIONS:
Return Period: You may request a return within 30 days from the date of receipt of the merchandise.
Merchandise Condition: Returned merchandise must be in pristine condition, unused, undamaged, and with all original tags and packaging.
Reason for return: Whether it is because of the quality of the merchandise, receiving the wrong merchandise, or any other reason, you can apply for a return.
RETURN PROCESS:
Contact Customer Service: Before returning an item, please contact our customer service via email at contact@lonmug.com. Please provide the order number, details of the item(s) being returned and the reason for the return.
Receive a Return Merchandise Authorization: Our customer service team will provide you with a Return Merchandise Authorization (RMA) number and a return address.
Return Packaging: Please pack the item(s) with the original packaging and clearly mark the Return Merchandise Authorization (RMA) number on the outside of the package.
Shipping: Send the package back to us. A traceable shipping method is recommended to ensure the package arrives safely at our warehouse.
RETURN SHIPPING COSTS:
Quality Issues or Wrong Item Shipped: If the return is due to a quality issue with the item or we shipped the wrong item, we will cover the return shipping costs.
Other Reasons: If the return is due to other reasons (e.g. change of mind), the return shipping cost will be borne by you.
REFUND PROCESSING:
Refund Time: We will process the refund within 10 business days after receiving the returned item and confirming that it meets the return conditions. If you have not received your refund within 15 business days, please contact our customer service team for help at contact@lonmug.com.
REFUND METHOD: Refunds will be returned in the same manner as the original payment. If you paid by credit card, the refund will be returned to your credit card account; if other payment methods were used, the refund will be returned to the appropriate payment account.
SPECIAL NOTES:
NON-REFUNDABLE ITEMS: Certain specials, customized items, or final sale items may be non-returnable. Please read the item description carefully before purchasing.
Damage Claims: If an item is damaged during shipping, please contact us within 3 business days of receiving the item with photos of the damage and relevant information.
We appreciate your understanding and support. If you have any questions or need help, please feel free to contact our customer service team.
CONTACT US:
Address: 3201 TALLIA CT CHARLOTTE,NC 28269
Email: contact@lonmug.com