Refund policy

Effective date: May 27, 2025

30-Day Return Policy (Unopened Products Only)

We offer a 30-day return policy for items that are unopened and unused. You have 30 days after receiving your order to request a return, only if the product is in its original, sealed condition.

Return eligibility requirements

  • Condition: The item must be in the exact same condition as received — unused, unopened, and sealed, with no signs of tampering.
  • Packaging: The item must be returned in its original, undamaged packaging, including any branded box, pouch, or protective materials.
  • Proof of purchase: You must provide a receipt or proof of purchase (order confirmation email or invoice).

Opened or used Lonex products cannot be returned due to hygiene and safety reasons.

30-Day Satisfaction Guarantee (Opened Products)

If you opened and used Lonex and are not satisfied with the results, we offer a 30-Day Satisfaction Guarantee — no physical return required.

To qualify

  • You must have used the product consistently as instructed.
  • Your request must be made within 30 days of delivery.
  • This guarantee applies to the first order only and is limited to one refund per household.
  • We may request brief feedback to help improve our products and service.

To request a refund under this guarantee, email support@lonex.com and include your order number and your experience.

Free Gifts & Post-Purchase Offers

Free gifts, bonus items, and post-purchase add-ons are not eligible for returns or refunds, whether used or unused.

Promotions and free items

  • Free promotional items are not eligible for refund or exchange, regardless of condition.
  • Limited-time post-purchase offers are final sale and cannot be returned, exchanged, or refunded.
  • If you return the paid item that qualified you for a free gift, the free item must also be returned unused.
  • If the free item is not returned, we may issue a partial refund with the value of the free item deducted.

Shipping fees: Shipping charges are non-refundable as they cover logistics and transportation costs paid directly to fulfillment partners.

Start a Return

To start a return request, contact us at support@lonex.com.

If your return is accepted, we’ll send instructions on how and where to send your package. Items returned without a prior return request will not be accepted.

For any return questions, contact us at support@lonex.com.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including perishable goods, custom or personalized products, and personal care items. We also do not accept returns for hazardous materials, flammable liquids, or gases.

Sale items and gift cards are non-returnable and non-refundable.

Exchanges

The fastest way to get the item you want is to return the item you have (if eligible), and then place a new order once your return is accepted.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, provided the item is unused, unopened, and in its original packaging, and you can provide proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If approved, you’ll be refunded to your original payment method within 10 business days. If more than 15 business days have passed since approval, contact contact@lonex.co.