Refund policy
RETURN AND REFUND POLICY
Return Window
You may request a return or exchange within 3 days of receiving your order. Requests made after 3 days will not be accepted.
Conditions for Return
To be eligible for a return, the item must be:
- Unworn, unwashed, and unused
- In its original condition with all tags attached
- In the original packaging
We strongly recommend recording an unboxing video when you receive your parcel. For claims of damaged, defective, or incorrect items, an unboxing video is required as proof.
How to Request a Return
Contact us on WhatsApp at 01907060603 within 3 days of delivery with your order number, the reason for return, and photos (or unboxing video if claiming damage or a wrong item). We will confirm your request and provide the return address.
Return Delivery Cost
The customer is responsible for all return delivery charges, regardless of the reason for return. We recommend using a trackable courier service, as Lobay is not responsible for return parcels lost in transit.
Refunds
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Approved refunds are issued via bKash/Nagad or bank transfer within 7 business days of receiving the returned item. Original delivery charges (BDT 60) are non-refundable.
Exchanges
Exchanges (e.g., for a different size) are subject to stock availability. The customer bears delivery charges in both directions for exchanges.
Non-Returnable Items
- Items purchased on clearance or marked "Final Sale"
- Items damaged due to customer misuse, washing, or alteration
- Items returned without prior approval via WhatsApp
Order Cancellation
You may cancel your order within 24 hours of placing it, provided it has not yet been dispatched. Contact us on WhatsApp at 01907060603 with your order number. Orders already handed to the courier cannot be cancelled — Once an order has been handed to the courier, it cannot be cancelled, and refusing delivery of a confirmed order may restrict future orders.