Refund & Cancellation Policy
Effective from 10 January 2026
This Refund & Cancellation Policy describes the rules applicable to order cancellations, refunds, issue reporting, and disputes on the Looties platform. It applies to all users and must be read together with the Terms of Service and, where applicable, the Looties Buyer Protection policy.
1. Order Lifecycle
Looties operates a structured order lifecycle designed to protect both Buyers and Sellers. Orders progress through the following stages:
Payment → Label Created → In Transit → Delivered → Completed
Unless otherwise acted upon by the Buyer, an order will automatically be marked as completed fourteen (14) days after delivery.
2. Buyer Provisions
2.1 Order Cancellations (Before Shipment)
Buyers may cancel an order before it is shipped, subject to the conditions below.
Order cancellations are handled automatically based on the shipping status of the order.
A cancellation can be completed only if the shipping label has not been used yet and the carrier still accepts cancellations for that shipment. Each carrier applies its own cancellation deadlines. In most cases, cancellations are accepted for up to forty-two (42) days after the order is placed. For certain carriers, such as UPS, a shorter deadline of twenty-one (21) days applies.
If the cancellation is accepted, the order is cancelled immediately and the Buyer receives a full refund. Refunds are processed to the original payment method and may take five (5) to ten (10) business days to appear, depending on the payment provider.
If the shipping label has already been used, or if the carrier no longer accepts cancellations, the cancellation request is automatically declined. In that case, the order continues as normal and cannot be cancelled.
Once an order has been shipped or handed over to the carrier, cancellation is no longer possible.
2.2 Order Completion
Once an order is delivered:
- The Buyer may manually confirm receipt, resulting in immediate completion of the order; or
- If no action is taken, the order will automatically complete fourteen (14) days after delivery
Upon completion, the order is considered final for platform processing purposes.
3. Reporting Issues
If an issue arises with an order, the applicable process depends on the nature of the issue.
3.1 Item Significantly Different From Description or Wrong Item Received
If the Buyer receives an item that is significantly different from the description or receives an incorrect item:
- The Buyer must first contact the Seller directly using the contact details provided in the purchase receipt
- If the issue cannot be resolved directly with the Seller, the Buyer may contact Looties at support@looties.io for additional assistance
- Looties does not guarantee any specific outcome but may review the information provided and facilitate resolution in accordance with the applicable policies.
3.2 Item Lost, Stolen, or Damaged During Shipping
Issues relating to parcels that are lost, stolen, or damaged during transit are handled under the Looties Buyer Protection program.
For such cases, the Buyer must submit a claim directly to Looties.
Claims are subject to the terms, conditions, exclusions, and deadlines set out in the Looties Buyer Protection policy and the underlying insurance policy.
4. Seller Provisions
4.1 Order Cancellations
Order cancellations are handled automatically based on shipping status.
If a Buyer requests a cancellation before the shipping label has been used and the carrier still allows cancellation, the order is cancelled automatically. In that case, the Buyer receives a full refund and the listing is reactivated.
If the shipping label has already been used, or if the carrier no longer accepts cancellations, the request is automatically declined and the order continues as normal.
Once an item has been shipped or handed over to the carrier, cancellation is no longer possible.
Sellers are notified of the outcome of any cancellation request.
4.2 Shipping Requirements
Sellers are required to:
- Ship items within five (5) business days of receiving the shipping label
- Use only the shipping label provided by Looties
- Package items securely to prevent damage during transit
- Package items using parcels that comply with carrier network requirements
Minimum recommended parcel size: approximately 30 x 21 x 3 cm, even for lightweight items, to ensure compatibility with carrier and relay networks. Parcels that do not meet carrier requirements may be refused by carriers or drop-off points.
Failure to comply with these requirements may affect dispute resolution or payout timing.
4.3 Payment Release
Payment release and payout timing are governed exclusively by the Terms of Service. In the event of any inconsistency between this policy and the Terms of Service, the Terms of Service shall prevail.
5. Refunds and Disputes
If a Buyer reports an issue, requests a refund, or initiates a dispute, the handling of the request depends on the nature of the issue.
- Issues relating to item condition, accuracy of the description, or receipt of the wrong item are handled in accordance with this Refund & Cancellation Policy and the Looties Terms of Service
- Issues relating to parcels that are lost, stolen, or damaged during transit are handled under the Looties Buyer Protection program and assessed by the third-party insurance provider, in accordance with the Buyer Protection policy
- Any refund, reversal, dispute, or claim may affect the Seller's available balance or future payouts, as described in the Terms of Service.
Sellers acknowledge that unresolved issues, disputes, or Buyer Protection claims may result in delayed, reduced, or temporarily suspended payouts.