Refund policy

Refund Policy

Last Updated: 09/09/2026

At LOOV, operated by STRAORD, Inc., we want you to feel confident in every purchase. Because our products are personal accessories and many items are offered at promotional or member pricing, our return policy is designed to protect both our customers and our business while keeping the process straightforward.

Please review this policy before placing your order.

1. Returns, Exchanges & Store Credit

Unless otherwise stated on the product page, all sales are considered final once the applicable return period has expired.

For eligible items, we may offer an exchange or store credit within 7 days of delivery.

Cash refunds for change-of-mind purchases are not guaranteed and are provided only where required by law or expressly approved by LOOV.

To be eligible for consideration:

• The request must be submitted within 7 days of confirmed delivery;
• The item must be unused, unworn, and in its original condition;
• All original packaging, accessories, tags, and included materials must be returned;
• The item must show no signs of wear, alteration, damage, perfume, cosmetics, or other use; and
• You must provide your order number and proof of purchase.

LOOV reserves the right to reject a return that does not meet these requirements.

2. Non-Returnable Items

The following items are generally not eligible for return, exchange, or store credit unless they arrive damaged, defective, or applicable law requires otherwise:

• Personalized, engraved, or customized products;
• Items showing signs of wear or use;
• Products damaged after delivery;
• Items returned without their original packaging or components;
• Final-sale or clearance items specifically identified as such at the time of purchase;
• Promotional or complimentary gifts;
• Items altered or repaired by someone other than LOOV or an authorized service provider; and
• Products returned outside the applicable return period.

For hygiene reasons, certain pierced jewelry or other personal-use products may also be non-returnable once opened or worn, where permitted by applicable law.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or materially different from what you ordered, please contact us at support@getloov.com within 48 hours of delivery.

Please include:

• Your order number;
• A description of the issue; and
• Clear photos or video showing the product, packaging, and reported defect or damage where reasonably possible.

We may use delivery records, carrier information, photographs, videos, and other available evidence to evaluate the claim.

If the claim is approved, we may, depending on the circumstances and applicable law:

• Replace the item;
• Provide an exchange;
• Issue store credit; or
• Issue a refund to the original payment method.

Where an item is confirmed to have arrived damaged, defective, or incorrect due to an error on our part, LOOV will cover reasonable return-shipping costs where a return is required.

4. Return Authorization

Do not send products back to us without prior authorization.

Before returning any item, contact support@getloov.com.

If your return is approved, we will provide instructions regarding where and how the item should be returned.

Items sent without authorization may be refused or may not qualify for an exchange, store credit, or refund.

5. Return Shipping

Except where an item is confirmed to be defective, damaged upon arrival, incorrect due to our error, or otherwise required by law, customers are responsible for return-shipping costs.

Original shipping charges are generally non-refundable.

We strongly recommend using a trackable shipping method for approved returns.

LOOV is not responsible for returned packages that are lost, misdirected, or damaged before they are received by us.

6. Inspection of Returned Items

All returned items are subject to inspection.

Once we receive an approved return, please allow approximately 2–5 business days for inspection and processing.

If the returned item does not meet the eligibility requirements described in this policy, we may decline the return or send the item back to you.

7. Exchanges

If an exchange is approved, the replacement item will normally be shipped after the original item has been received and inspected.

Availability cannot be guaranteed.

If the requested replacement is unavailable, we may offer:

• Another product of comparable value;
• Store credit; or
• Another remedy agreed between you and LOOV.

Any price difference may be payable by the customer.

8. Refunds

Where a monetary refund is approved, it will normally be issued to the original payment method.

Once processed by LOOV, banks and payment providers may take an additional 5–10 business days to post the refund to your account.

Processing times are controlled by the relevant financial institution and are outside LOOV's control.

Shipping fees, expedited-delivery fees, and other non-product charges are generally non-refundable except where required by law or where the refund results from an error by LOOV.

9. Store Credit

Where store credit is issued, it may be provided electronically to the email address associated with your order.

Unless otherwise stated:

• Store credit has no cash value;
• It cannot be exchanged for cash;
• It cannot be transferred or resold; and
• It may be subject to separate promotional or redemption terms.

Nothing in this section affects rights that cannot legally be restricted.

10. Order Changes and Cancellations

Orders are processed quickly.

If you need to modify or cancel an order, contact support@getloov.com as soon as possible.

We will attempt to accommodate the request, but we cannot guarantee cancellation once an order has entered processing, fulfillment, or shipment.

If an order cannot be cancelled, the applicable return rules in this policy will apply.

11. Promotional, Discounted & LOOV Circle Purchases

Products purchased using a promotional code, special offer, bundle discount, or LOOV Circle member pricing remain subject to this Refund & Return Policy unless different terms were clearly disclosed at the time of purchase.

Cancelling a LOOV Circle membership does not automatically cancel or refund product purchases already made using Circle pricing.

Similarly, returning a product does not automatically cancel a LOOV Circle membership.

Membership billing, cancellations, and membership-fee refund requests are governed separately by our Subscription Policy.

12. Abuse, Fraud & Excessive Returns

LOOV reserves the right, where permitted by law, to refuse or limit returns, refunds, exchanges, promotional benefits, or store credit where we reasonably identify:

• Fraudulent claims;
• Return abuse;
• Repeated or excessive refund requests;
• Wardrobing or temporary-use behavior;
• Manipulation of promotions or discounts;
• False claims regarding delivery or product condition; or
• Other activity inconsistent with the purpose of this policy.

This does not affect any mandatory consumer rights available under applicable law.

13. Lost or Stolen Packages

If carrier tracking confirms delivery but you cannot locate your package, please contact the carrier and support@getloov.com promptly.

We will reasonably assist with the investigation.

However, a carrier's confirmed delivery may be considered evidence that the order was delivered to the address provided at checkout.

Claims involving theft or loss after confirmed delivery will be reviewed individually and are not automatically eligible for replacement or refund.

14. Incorrect Shipping Information

Customers are responsible for providing a complete and accurate shipping address.

LOOV is not responsible for delays, losses, or additional costs caused by incorrect or incomplete information provided by the customer.

If a package is returned to us because of an incorrect address, failed delivery, or refusal of delivery, additional shipping charges may apply before the order is reshipped.

15. Chargebacks and Payment Disputes

If you believe there is a problem with an order or charge, please contact us first at support@getloov.com so we can investigate and attempt to resolve the issue promptly.

Nothing in this policy limits any legitimate rights you may have through your bank, card issuer, payment provider, or applicable law.

Fraudulent or knowingly false payment disputes may result in suspension of future purchasing privileges.

16. Consumer Rights

Nothing in this policy is intended to exclude or restrict rights that cannot legally be waived.

Where applicable consumer-protection law provides additional return, refund, replacement, cancellation, or warranty rights, those rights will apply.

Contact Us

For returns, exchanges, damaged products, refunds, or other order-related questions:

STRAORD, Inc.
1111B S Governors Ave STE 28305
Dover, DE 19904
United States

Email: support@getloov.com
Phone: (220) 244-3599