Loungofly Refund Policy

At Loungofly, we want every fan to love their pop culture-themed backpacks, wallets, apparel, and accessories. If your purchase doesn’t meet your expectations, our refund policy is designed to be transparent, fair, and easy to navigate—so you can shop with confidence. This policy applies to all orders placed directly through Loungofly.com; purchases from third-party retailers must be returned to the original seller.

1. Eligibility for Refunds

To qualify for a full or partial refund, your item(s) must meet the following criteria:

  • Timeframe: You must submit a refund request within 30 days of the delivery date (we use the carrier’s “delivered” status from your tracking link to confirm this date).
  • Item Condition: The item must be unused, unworn, and undamaged—no signs of wear (e.g., scuffed backpack zippers, faded apparel), stains, or alterations. All original tags, packaging, and included accessories (e.g., dust bags, charm attachments for wallets) must be intact and returned with the item.
  • Proof of Purchase: You must provide your original order number (found in your order confirmation email or Loungofly account) when requesting a refund.

Non-Refundable Items (No Exceptions)

  • Final Sale Products: Any item marked “Final Sale” on the product page (e.g., limited-edition fandom drops, clearance items, or exclusive convention merch) is non-refundable, non-returnable, and non-exchangeable.
  • Custom/Personalized Items: Made-to-order products (if applicable) are only eligible for refunds if they arrive damaged or defective (see Section 4 for details).
  • Used or Misused Items: Items damaged due to improper care (e.g., machine-washing a hand-wash-only wallet), accidents, or normal wear and tear.
  • Gift Cards: Loungofly gift cards (physical or digital) are non-refundable and cannot be redeemed for cash (except where required by law).

2. How to Request a Refund

Follow these simple steps to initiate a refund:

  1. Contact Our Support Team: Email us at [email protected] with the following information:
  • Your full name (as it appears on your order)
  • Original order number
  • Name and SKU of the item(s) you want to refund
  • Brief reason for the refund request (e.g., “change of mind,” “item doesn’t fit”)
  • For damaged/defective items: Attach clear photos of the issue (e.g., a broken strap, misprinted design) and the original packaging (if damaged in transit).
  1. Receive Return Instructions: Our team will review your request within 1–2 business days and email you a response. If approved:
  • Domestic Orders: We’ll send a prepaid return label (for standard-sized items) and a return address. You won’t be charged for return shipping.
  • International Orders: We’ll provide a return address, but you’ll be responsible for covering return shipping costs (we recommend using a trackable carrier to avoid lost packages).
  1. Ship the Item Back: Pack the item securely (preferably in its original packaging) and attach the prepaid label (if provided). Drop off the package at the designated carrier location within 5 days of receiving your return instructions—delays may result in your refund being denied.
  2. Item Inspection & Refund Approval: Once we receive your return (typically 3–5 business days for domestic orders, 7–14 days for international orders), our team will inspect the item to confirm it meets eligibility requirements. We’ll email you to confirm:
  • Approved Refunds: Your refund will be processed immediately.
  • Denied Refunds: If the item doesn’t meet criteria (e.g., tags are missing), we’ll explain why and offer to ship the item back to you (you’ll cover return shipping costs).

3. Refund Processing Timelines & Methods

  • Refund Method: Refunds are issued to your original payment method (e.g., credit card, PayPal, Apple Pay). We cannot process refunds to a different card or account.
  • Processing Time: Once approved, refunds take 2–3 business days to be processed by Loungofly. The time it takes for the funds to appear in your account depends on your bank or payment provider:
  • Credit/debit cards: 5–7 business days
  • PayPal: 1–3 business days
  • Buy Now, Pay Later services (e.g., Klarna, Afterpay): 3–5 business days (check with the provider for specific timelines)
  • Shipping Costs: For change-of-mind returns, original shipping costs (if you paid for expedited or international shipping) are non-refundable. We only refund shipping costs if the return is due to our error (e.g., incorrect item, defect).

4. Special Cases: Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, we’ll resolve the issue quickly—no hassle:

  • Report the Issue Promptly: Notify us within 48 hours of delivery (for damaged/incorrect items) or 90 days of delivery (for manufacturing defects, covered by our Warranty Policy).
  • No Return Required (In Most Cases): For small defects (e.g., loose stitching) or incorrect items, we may not require you to return the item—we’ll process a full refund or send a replacement (your choice) immediately.
  • Damaged in Transit: If the package arrives visibly damaged, refuse delivery (if possible) and contact us right away. We’ll file a claim with the carrier and send you a replacement or process a full refund—you won’t need to return the damaged package.
  • Replacement vs. Refund: If you prefer a replacement instead of a refund, we’ll ship the new item for free (domestic and international) once we confirm the issue.

5. Refund FAQs

  • Can I get a refund for a gift? Yes—gift recipients can request a refund, but the funds will be sent to the original purchaser’s payment method. You’ll need the order number (provided by the gift giver) to initiate the request.
  • What if my refund is delayed? If you haven’t received your refund after 10 business days, email [email protected] with your order number and refund confirmation email. We’ll investigate with your bank/payment provider to resolve the issue.
  • Do you offer store credit instead of a refund? Yes—if you prefer, we can issue store credit (valid for 12 months) instead of a cash refund. Just mention this in your refund request email.
  • What if my package is lost in transit? If your return package is lost (and you used a trackable carrier), provide us with the tracking number. We’ll file a claim with the carrier and process your refund once the loss is confirmed.

6. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our practices, shipping partners, or legal requirements. When we make updates:

  • We’ll revise the “Last Updated” date at the bottom of this page.
  • For significant changes (e.g., shorter return windows), we’ll notify you via email (if you have a Loungofly account) or post a notice on our website homepage.

We encourage you to review this policy periodically to stay informed about our refund practices.

7. Contact Us

If you have questions, concerns, or need help with a refund, reach out to our customer support team:

  • Email: [email protected] (we respond within 24–48 business hours, excluding weekends and holidays)
  • Account Messages: Log into your Loungofly account and send a message via the “Contact Support” section.

At Loungofly, your satisfaction is our priority. We want to make sure every fan feels confident shopping with us—and that includes making returns and refunds as stress-free as possible.