Refund policy

Version loomi-2026-10-24b — effective October 24, 2026

This policy forms part of our Terms of Service and uses the definitions in section 2 of the Terms. It explains what we do when an order arrives damaged, wrong, incomplete or defective, how returns work, and how refunds work. The seller and warrantor is Aleksandar DZAVRIC, EI, trading as Loomi, 47 rue Vivienne, 75002 Paris, France.

1. At a glance

Situation What we do Tell us within
Parcel lost in transit Replacement or full refund — Shipping Policy, section 8 See Shipping Policy, section 8
Tracking shows delivered, but you do not have the parcel We look into it and decide on the evidence — Shipping Policy, section 9 30 days of the delivery date
Damaged in transit, wrong item or missing item Replacement or full refund, at no cost to you (section 2) 30 days of Delivery
Defect in materials or workmanship Replacement or refund under our Limited Warranty (section 3) 90 days of Delivery
You changed your mind Return for a refund of the Product price, on the conditions of section 4 30 days of Delivery

To make any request, write to hello@loomiglide.com with your order number. Please do not send anything back before we have answered: we give you the right instructions for your case, and in most cases of damage, error or defect you do not need to return anything.

2. Damaged, wrong or missing items

2.1. What is covered. A Product that arrives damaged, a Product that is not the one you ordered (wrong item, colour, size or variant), or a Product or part missing from your order.

2.2. How to tell us. Write to us within 30 days of Delivery with:

  • your order number;
  • a short description of the problem;
  • photos of the Product, of the packaging and of the shipping label; for a missing item, a photo of everything the parcel contained. If a photo cannot show the problem, a short video helps.

Please keep the Product and its packaging until your request is settled.

2.3. What we do. Once the problem is confirmed, we send you the correct or missing Product, or a replacement, at no cost to you or, if you prefer or if the Product is no longer available, we refund the affected Product in full, including the shipping charge paid for it. If we need the Product back, we tell you how to return it and we pay the return shipping.

2.4. After the reporting period. If you discover a problem after 30 days, write to us anyway. A defect remains covered by our Limited Warranty (section 3) and by the rights the law gives you; a late report does not by itself cause you to lose them.

3. LIMITED WARRANTY

3.1. Warrantor. This Limited Warranty is given by Aleksandar DZAVRIC, EI, trading as Loomi, 47 rue Vivienne, 75002 Paris, France, hello@loomiglide.com.

3.2. Who is covered. The person who bought the Product from us, and anyone who received it from that person as a gift.

3.3. What is covered. Defects in materials and workmanship that appear under normal use, when the Product is used, cleaned and stored as instructed.

3.4. How long it lasts. 90 days from the date of Delivery.

3.5. What is not covered.

  • normal wear and tear, and the natural ageing of materials;
  • damage caused by an accident, misuse, use contrary to the instructions, or use for a purpose the Product was not designed for;
  • damage caused by modification, repair or disassembly by anyone other than us;
  • cosmetic differences that do not affect how the Product works, within the limits described on the product page;
  • Products not bought from us.
  • damage caused by using a charger, power supply or battery that does not meet the specifications in the instructions, or by exposure to liquids beyond any water resistance stated on the product page.

3.6. What we will do. If a covered defect appears during the warranty period, we will, at your choice, replace the Product with the same or an equivalent Product at no cost to you, or refund the price you paid for it, including the shipping charge paid for it. If a replacement is not available, we refund.

3.7. How to make a claim.

  1. Write to hello@loomiglide.com within the warranty period with your order number and a description of the defect.
  2. Attach photos or a short video showing the defect.
  3. We assess your claim on the information you send. We may ask questions or ask for more photos. We do not ask you to return the Product unless we need to examine it; if we do, we pay the return shipping.
  4. Once the claim is accepted, we ship the replacement or issue the refund as set out in section 5.

You can also write to us by post at 47 rue Vivienne, 75002 Paris, France.

3.8. IMPLIED WARRANTIES. ANY IMPLIED WARRANTY, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, IS LIMITED IN DURATION TO THE DURATION OF THIS LIMITED WARRANTY. Some States do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

3.9. INCIDENTAL AND CONSEQUENTIAL DAMAGES. WE ARE NOT LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING FROM A DEFECT IN A PRODUCT. THIS EXCLUSION DOES NOT APPLY TO PERSONAL INJURY. Some States do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

3.10. This warranty gives you specific legal rights, and you may also have other rights which vary from State to State.

4. Returns when you change your mind

4.1. Return window. You may ask to return a Product within 30 days of Delivery. Products bought on sale or with a discount can be returned on the same conditions, unless they are marked "Final sale".

4.2. Conditions. The Product must be unused, undamaged and complete, in its original packaging, with all its parts and accessories.

4.3. Exceptions.
Every Product can be returned under this section.

Whatever its category, a damaged, wrong, missing or defective Product is always covered under sections 2 and 3.

4.4. How to return.

  1. Write to hello@loomiglide.com within the return window with your order number, the Products you want to return, and a photo of each Product in its packaging.
  2. We send you a return authorization with the return address. Returns go to our manufacturer's warehouse in China.
  3. Pack the Product securely, ship it within 14 days of receiving the authorization using a tracked service, and send us the tracking number.

A parcel sent without authorization, or to another address, may not reach us and cannot be refunded until it does.

4.5. Return shipping costs. Return shipping is at your cost.

4.6. Refund. We refund the price you paid for the returned Product once the return reaches the return address, as shown by its tracking. The original shipping charge is not refunded for a change-of-mind return.

4.7. If the return does not meet the conditions. If the Product received is not the one authorized, or is not in the condition described in section 4.2, we tell you and do not refund it. At your request, we send it back to you at your cost.

4.8. Exchanges. We do not exchange Products directly. Return the Product under this section and place a new order for the one you want.

Products with a lithium battery must be returned with a shipping service that accepts batteries. We tell you which services are suitable in the return authorization.

5. Refunds

5.1. Method. Refunds are made in money to the payment method you used for the order, in the currency you paid, never as store credit unless you ask for it. We charge no restocking fee. Your order number or the email address used for the order is enough as proof of purchase.

5.2. Timing. We issue every refund owed under our policies within 7 business days of accepting it — for a return, of the return reaching the return address. Your bank or card issuer then needs some time to show it on your statement, usually a few business days and up to about 10.

5.3. Discounts and offers. We refund the amount you actually paid. For a change-of-mind return only, if you return part of an order that received a multi-item price, a bundle price or free shipping, the refund is the difference between what you paid and the price that applies to the Products you keep.

5.4. Refunds and payment disputes. If you have also disputed the charge with your card issuer or payment provider, tell us: an amount refunded through a dispute is not refunded a second time.

6. Cancelling an order

You can cancel an order free of charge within the period described in section 6 of our Terms of Service.

7. How we handle requests

7.1. We assess every request on the information you give us and on the order's records, such as the carrier's tracking. We may ask for reasonable additional information, such as further photos.

7.2. We may decline a request that does not meet this policy. We explain why, and you keep any right the law gives you.

7.3. If requests across several orders are repeatedly not supported by the evidence, we may decline future orders.

8. Your legal rights

This policy gives you rights in addition to those the law gives you. Nothing in it limits any right that cannot be excluded or limited by contract under the law that applies to your order.

A written copy of this policy is available on request at hello@loomiglide.com.

9. Contact

Aleksandar DZAVRIC, EI, trading as Loomi
47 rue Vivienne, 75002 Paris, France
Email: hello@loomiglide.com