Refund policy

At LOLXI, we offer a 30 day return period for eligible purchases delivered to the United Kingdom. This policy explains how to arrange a return, who pays return postage and when you can expect your refund.

1. Return Procedure

Email support@lolxi.com with your order number, if available, and the item you wish to return. We will provide instructions and confirm the correct return address for your order.

Please contact us before posting your item so it reaches the correct recipient. Your statutory right to cancel does not depend on our approval, and you do not need to give a reason for cancellation. You may also cancel by sending another clear statement, including written notice to the company address below.

2. Our 30 Day Return Period

Tell us that you wish to return an eligible item within 30 days after the day you receive it. If items from the same order arrive separately, this period starts after you receive the last item.

Send the goods back without undue delay and within 14 days after notifying us, unless we agree to collect them.

Our 30 day return period extends the usual 14 day statutory cancellation period for eligible online purchases. You may also cancel before delivery. Your rights concerning faulty, damaged, incorrect or misdescribed goods are separate and are not limited to this return period.

3. Return Location

Returns are handled through designated international return facilities outside the United Kingdom. The appropriate address can vary depending on the item and will be provided by our support team when you contact us to arrange your return.

Please use the address supplied for your particular order rather than sending goods to an address shown elsewhere on our website.

4. Item Condition

You may inspect and try on an item as you reasonably would in a shop. Please take care of the item and include its packaging and labels where available.

Missing packaging or a removed tag does not automatically remove your statutory cancellation rights. Where legally permitted, we may reduce a refund to reflect an evidenced loss in value caused by handling beyond what was necessary to inspect the item.

We do not charge a restocking fee. Items purchased in a sale have the same applicable return rights as items purchased at full price.

5. Return Shipping Costs

For a change of mind, including a correctly supplied item that does not fit, you are responsible for the direct cost of returning the goods to the designated international return address.

This involves international postage, which can cost more than a return within the United Kingdom. The carrier’s charge depends on the destination, parcel size, weight and service selected. Our free delivery offer does not include return postage for a change of mind.

If an item is faulty, damaged, incorrect or not as described, LOLXI covers reasonable return costs. Contact us so we can arrange an appropriate return method.

Keep proof of postage. We recommend a tracked service so you can follow the parcel’s progress.

6. Refund Processing Time

Inspection: Once we receive your return, we inspect the item against the applicable return criteria. We carry out inspection without undue delay. Inspection does not extend the statutory refund deadlines below or restrict your consumer rights.

Refund processing: Following inspection, we process and issue eligible refunds within 7 working days, without undue delay and always within the applicable statutory deadline below. Working days are Monday to Friday, excluding UK bank holidays.

Bank or payment provider: After we issue your refund, it may take up to a further 7 working days for the money to appear on your original payment method, depending on your bank or payment provider. This is separate from our refund processing period.

For eligible returns following a change of mind, the statutory maximum for issuing your refund is 14 calendar days after we receive the returned goods or receive evidence that you sent them back, whichever happens first. We do not wait for inspection if doing so would delay your refund beyond this deadline.

If we offer to collect the goods, or no goods were supplied, we process and issue your refund without undue delay and within 7 working days after you notify us of cancellation, and in any event no later than the applicable statutory maximum of 14 calendar days. These refund arrangements also apply to our voluntary 30 day return period.

When you cancel an entire eligible order, we refund the amount paid, including any standard delivery charge. Any additional amount paid for an optional premium delivery service does not have to be refunded. Refunds for individual items reflect the price actually paid after discounts.

Refunds are issued to the original payment method in the currency used for the purchase, without a refund fee. Contact us if a refund has not appeared so we can help investigate.

You do not have to accept store credit instead of a refund to which you are entitled.

7. Damaged Goods, Faulty or Incorrect Items

Your goods must be of satisfactory quality, fit for purpose and as described. If something is wrong, contact support@lolxi.com with your order details and a description of the problem. Photographs can help us assess the issue, but contacting us within 48 hours is not a condition of your statutory rights.

You normally have 30 days to reject faulty goods for a refund. After that, repair or replacement rights may apply, followed where appropriate by a price reduction or refund. Any necessary repair or replacement must be provided without cost, within a reasonable time and without significant inconvenience.

A fault appearing within six months is generally presumed to have been present at delivery unless shown otherwise or that presumption is incompatible with the goods or the fault. Your rights can continue beyond six months.

For an agreed statutory rejection, we process and issue your refund without undue delay and within 7 working days of agreeing that you are entitled to the refund, and in any event no later than the statutory maximum of 14 calendar days. The separate bank or payment provider period in section 6 may then apply. Please contact LOLXI directly for assistance.

8. Different Sizes or Colours

If you would prefer another size or colour, you may return an eligible item under this policy and place a new order for the option you want. This does not affect your rights to a replacement where goods are faulty or incorrect.

9. Exceptions

Limited legal exceptions to cancellation rights can apply, such as genuinely personalised goods or sealed goods that are unsuitable for return for health or hygiene reasons once unsealed. Any applicable exception will be identified before purchase.

These exceptions do not remove your rights where goods are faulty or not as described.

10. Optional Cancellation Form

You may use the wording below or send any other clear cancellation statement.

To: Alzahim, LLC, trading as LOLXI, 30 N Gould St, STE 4000, Sheridan, WY 82801, United States. Email: support@lolxi.com.

I/We give notice that I/we cancel the purchase of the following goods:

Order number, if available:

Ordered on / received on:

Customer name:

Customer address:

Date:

Signature, only if sent on paper:

11. Company and Customer Support

LOLXI is owned and operated by Alzahim, LLC.

Company address: 30 N Gould St, STE 4000, Sheridan, WY 82801, United States.

Email: support@lolxi.com.

Phone : +44 7732 728940.

Customer service hours: Monday to Friday, 09:00 to 17:00 UK time, observing GMT or BST as applicable. Saturday and Sunday: Closed.

We aim to respond to enquiries within 2 working days.

Unless stated otherwise, periods expressed in days in this policy mean calendar days. This policy adds to and does not limit your statutory consumer rights.