Returns & Refunds
1. Basic Rules
1.1 Unconditional Return
We accept a 14-day unconditional return of products. As long as the product is unopened and unused, you can apply for a return within 14 days of receiving your order.
1.2 Defective Return
If you receive damaged, defective, or incorrect product(s), please contact us within 14 days from the delivery date.
1.3 Dissatisfaction Return
If you are not satisfied with the results after strictly following the usage instructions, please contact us within 60 days of receiving your order for a return or exchange.
1.4 Receipt Time
All references to the time of receipt of the product(s) shall be based on the delivery time shown in the tracking information.
2. Request to Return
2.1 Contact us at support@lapcau.com and describe your reasons for the return in detail.
2.2 For Unconditional Return, please contact us within 14 days from the delivery date, and confirm that the packaging is intact and the product has not been used.
2.3 For Defective Return, please contact us within 14 days from the delivery date and include photos or videos in your email to help us verify the product damage.
2.4 For Dissatisfaction Return, please contact us within 60 days from the delivery date. We will provide you with a form to fill out, allowing us to understand the details of your dissatisfaction. This information will help us expedite the return or exchange process.
2.5 We will respond to your email within 24 hours.
3. Returns
3.1 When choosing Unconditional Return, you need to return the product(s). Defective Returns and Dissatisfaction Returns do not require returning the product(s).
3.2 Once we agree to the return, please return the product(s) within 7 days from the date of the confirmation email and confirm that the product(s) is(are) unopened, with all original packaging and hygiene seals untouched.
Since our products are used around the eyes and are considered hygienic, we take matters of hygiene and public safety very seriously. Therefore, we do not allow opened or used products to be returned for the safety and health of all our customers.
3.3 If there are any samples, gifts, or accessories, you need to return them together.
3.4 DO NOT return product(s) to the manufacturer address. We will provide you with our local warehouse address for return via email confirmation.
3.5 You need to pay your own shipping costs to return, we don’t accept freight collect package.
4. Refund
4.1 For Unconditional Return, we will refund you after receiving the returned product(s) and confirming that their condition meets our return standards.
4.2 For Defective Return, we will issue a refund immediately upon confirming the defects.
4.3 For Dissatisfaction Returns, once we confirm the information in the form you filled out, we will arrange your refund immediately. Alternatively, you can choose to receive a replacement of the same product instead of a refund.
4.4 We will refund the actual value you paid for the order(s). We will not refund for any samples, gifts, freight, or tax. The cost of return shipping is the responsibility of the customer and will not be reimbursed.
4.5 All refunds will be credited back to the original method of payment used at the time of purchase unless an alternative method is mutually agreed upon.
4.6 Refunds to credit cards typically take 3-5 business days, though it may take up to 7-10 business days depending on your card issuer. Refunds through PayPal are usually processed immediately or within 24 hours, but in some cases, it may take 3-5 business days.
If you encounter any issues, please contact us for assistance. For more detailed information, we recommend reaching out to your credit card provider or financial institution.
5. Cancellation of Purchase
You can contact us via email to cancel or modify your order before it is shipped. Once the order has been shipped, it cannot be canceled or modified. If you no longer need the product after it has been shipped, you can request an Unconditional Return within 14 days of receiving it.
