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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 Cancellation Requests (Before Shipment)

Buyers may request to cancel an order prior to shipment, subject to the following conditions:

  • The cancellation request must be submitted within forty-eight (48) hours of placing the order
  • The order status must be "Pending Shipment"
  • The Seller has forty-eight (48) hours to approve or decline the cancellation request
  • If the Seller does not respond within this period, the cancellation request is automatically rejected
  • If approved, the Buyer will receive a full refund within five (5) to ten (10) business days
  • Once the Seller has shipped the item, cancellation requests are no longer permitted

After forty-eight (48) hours from order placement, the cancellation window closes. Requests submitted after this period may not be accepted.

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' insurance partner via: https://www.xcover.com/claim

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 Handling Cancellation Requests

Sellers may receive cancellation requests before shipment. In such cases:

  • Sellers will be notified and must respond within forty-eight (48) hours
  • If no response is provided within this period, the cancellation request is automatically rejected
  • Once an item has been shipped, cancellation requests are no longer permitted
  • Approved cancellations result in a full refund to the Buyer

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.