Refund policy

We hope you are satisfied with the products you purchase from Loofae Innovation Inc. This Refund & Return Policy explains how Loofae Innovation Inc (“we,” “us,” or “our”) handles returns, refunds, replacements, cancellations, and related requests for orders placed through our Website.

Scope

This Policy applies only to products purchased directly through our official Website and delivered within the United States.

Products purchased from third-party marketplaces, retailers, distributors, installers, or other sellers must be returned through the original place of purchase and are subject to that seller’s applicable policies.

Our products primarily include smart home devices, connected home accessories, home automation products, electronic household products, sensors, controllers, smart lighting accessories, and related items.

Return Window

Unless otherwise stated on the product page, during checkout, or in product-specific terms, you may request a return within 30 calendar days from the date your order is marked as delivered by the carrier.

Your return request must be submitted to us within the 30-day return period.

After a return request is approved, the product should normally be shipped to the authorized return address within the timeframe specified in the return instructions. Failure to send the product within that timeframe may result in the return authorization expiring.

Return requests submitted after the 30-day return period may be declined, except where additional rights apply under a written warranty or applicable law.

Return Eligibility

To qualify for a return, the product must generally:

Have been purchased directly from our Website.
Be returned within the applicable return period.
Be in its original or substantially unchanged condition.
Be free from accidental damage, misuse, excessive wear, or unauthorized modification.
Include all original components, accessories, cables, adapters, mounting hardware, manuals, and other included items.
Include the original packaging where reasonably available.
Have all activation locks, passwords, accounts, and device-management restrictions removed.
Be disconnected from the customer’s applications, cloud accounts, hubs, gateways, and smart home platforms.
Have personal information removed or securely erased.
Include valid proof of purchase, such as an order number, receipt, or order-confirmation email.

Opening a package for reasonable inspection does not automatically make a product ineligible for return. However, products showing installation damage, excessive use, missing components, altered serial numbers, or other material changes may not qualify for a full refund.

Product Inspection

All returned products are inspected after arrival.

During inspection, we may review:

Physical condition
Signs of installation or use
Completeness of components
Serial numbers and product identifiers
Account-lock or activation status
Missing accessories or packaging
Physical or liquid damage
Damage caused by incorrect voltage or wiring
Unauthorized modification or repair
Evidence of misuse or improper handling

If a returned product does not meet the return conditions, we may reject the return or reduce the refund by a reasonable amount reflecting the product’s diminished value, missing components, or damage, except where prohibited by law.

We will communicate any material refund deduction before finalizing the return where reasonably practicable.

Smart Home and Electronic Product Returns

Smart home and electronic products may require special return preparation.

Before returning a connected product, you must, where applicable:

Disconnect the product from electrical power safely.
Remove the product from your mobile application or online account.
Remove it from third-party smart home platforms.
Disable activation locks, security codes, and device-management controls.
Restore the product to its factory settings.
Delete stored personal information, recordings, access logs, passwords, and network details.
Remove memory cards, SIM cards, removable storage, and customer-owned batteries.
Include all originally supplied accessories and components.
Package the product securely to prevent transit damage.

For wired or professionally installed products, removal should be performed safely and, where appropriate, by a qualified person.

We are not responsible for installation or removal costs unless we expressly agree otherwise in writing.

Personal Information on Returned Devices

Connected devices may store information including Wi-Fi credentials, account information, access records, camera recordings, sensor history, automation settings, or other personal data.

You are responsible for backing up any information you wish to retain and removing personal data before returning a product.

We may reset, erase, destroy, recycle, or otherwise process returned products without preserving information stored on them.

We are not responsible for the loss, disclosure, or destruction of personal information left on a returned device, except to the extent caused by our failure to comply with applicable law.

Products That May Not Qualify for Return

Unless the product is damaged, defective, materially misdescribed, or otherwise required to be accepted under applicable law, the following may not qualify for return:

Products returned after the applicable return period
Products damaged through misuse or improper handling
Products damaged during installation or removal
Products damaged by incorrect wiring or voltage
Products with missing or altered serial numbers
Products with activation locks or customer accounts still attached
Products that have been materially modified
Products with unauthorized hardware or software modifications
Products missing essential parts or accessories
Products showing liquid, impact, fire, or electrical damage
Products damaged through incompatible accessories or power supplies
Products returned in an unsafe or contaminated condition
Digital products, downloaded software, or redeemed activation codes
Used consumable components
Custom-configured or personalized products
Items clearly marked as final sale or non-returnable

This section does not limit rights relating to products that were defective, damaged upon arrival, incorrectly supplied, or materially different from the Website description.

Installed Products

Products that have been permanently installed, wired, drilled, mounted, painted, cut, altered, or incorporated into a building or other property may not qualify for a change-of-mind return.

A product will not automatically lose defect or warranty coverage solely because it was installed. However, damage caused by incorrect installation, removal, wiring, configuration, modification, or use is not considered a product defect.

Installation and removal costs are generally not refundable unless:

We expressly agreed to cover the cost in writing;
The cost is covered by an applicable written warranty; or
Reimbursement is required by applicable law.

Compatibility-Related Returns

Before ordering a smart home product, customers should review the disclosed compatibility requirements, including:

Wi-Fi frequency
Bluetooth requirements
Mobile operating system
Required applications
Smart home platform support
Hub or gateway requirements
Voltage and wiring requirements
Plug and connector type
Subscription requirements
Product dimensions
Regional availability

If a product is returned because it is incompatible with the customer’s equipment or environment despite accurate compatibility information being clearly disclosed before purchase, the return may be treated as a change-of-mind return.

In that situation, the customer will generally be responsible for return shipping costs.

If the incompatibility was caused by materially inaccurate product information provided on our Website, we will review the request as an incorrect or misdescribed product claim.

Change-of-Mind Returns

You may request a return within the applicable return period because you changed your mind, ordered the wrong product, or no longer need the item.

For an approved change-of-mind return:

You are responsible for return shipping costs.
Original shipping charges are generally non-refundable.
Expedited shipping charges are generally non-refundable.
Installation and removal expenses are not refundable.
The product must satisfy the return eligibility conditions.
Any refund may be reduced if the product is damaged, incomplete, or materially diminished in value.

We recommend using a trackable and adequately insured shipping service because you are responsible for the returned package until it is received at the authorized return location.

Custom, Personalized, and Special-Order Products

Customized, personalized, specially configured, made-to-order, or special-request products are generally not eligible for cancellation, return, or refund after production or configuration has begun.

These products may still qualify for an appropriate remedy if they:

Arrive damaged;
Are defective;
Are materially different from the approved order specifications; or
Are otherwise covered by applicable law.

Any product-specific restrictions will be displayed on the product page or during checkout.

Final-Sale and Clearance Products

Products clearly marked as “Final Sale,” “Non-returnable,” or with a similar designation generally cannot be returned for change-of-mind reasons.

Final-sale or clearance designations do not remove any rights that may apply if the product arrives damaged, defective, incorrectly supplied, or materially misdescribed.

Digital Products and Activation Codes

Downloaded software, digital products, redeemed activation codes, subscription codes, and similar digitally delivered items may not be returned or refunded after delivery, download, activation, or redemption.

If a code supplied by us is invalid or cannot be activated for reasons not caused by the customer’s device, account, region, or incompatible system, please contact us for assistance.

Third-party subscriptions and services may be governed by the third party’s separate cancellation and refund policies.

Contact Us Before Returning a Product

We use different warehouses, fulfillment centers, manufacturers, and logistics partners. The correct return address may depend on the product and order.

Do not return products to our corporate office address or to the sender address shown on the original shipping package unless our support team specifically instructs you to do so.

Before returning any product, contact us within the applicable return period:

Email: info@loofaelabs.com
Phone: +1 (740) 322-8366

Please provide:

Your full name
Order number
Product name
Quantity being returned
Reason for the return
Photographs or video, where relevant
A description of any damage or technical issue

If the return is approved, we will provide:

The authorized return address
Return instructions
A return authorization or reference number, if applicable
Packaging or carrier instructions, where required

Products returned without approval, sent to an incorrect address, or sent without sufficient identifying information may be delayed, refused, or ineligible for a refund.

Return Shipping Costs

Returns Caused by Our Error

If the return is caused by a confirmed error on our part, such as:

The wrong product was shipped;
The product arrived damaged;
The product had a confirmed defect upon delivery; or
The product was materially different from the Website description,

we may provide a prepaid shipping label, arrange collection, or reimburse reasonable authorized return shipping costs.

Do not purchase return shipping independently if you expect reimbursement unless our support team has approved the shipping method and cost.

Customer-Requested Returns

If the return is caused by a change of mind, compatibility issue based on correctly disclosed information, accidental ordering, or selection of the wrong model, you are responsible for return shipping costs.

Original shipping, expedited shipping, insurance, and special-handling fees are generally non-refundable unless the return resulted from our error or applicable law requires otherwise.

Packaging Returned Products

You are responsible for packaging returned products securely.

Where possible, use the original product packaging and shipping materials. If the original shipping container is unavailable or unsuitable, use packaging that provides equivalent protection.

Do not place shipping labels directly on retail product packaging when an outer shipping box can reasonably be used.

A refund may be reduced or denied if a product is damaged during return shipping because it was inadequately packaged.

Damaged, Defective, or Incorrect Products

If a product arrives visibly damaged, defective, incomplete, or incorrect, please contact us within 7 calendar days after delivery.

Prompt reporting helps us document the condition and submit any applicable carrier or supplier claim.

Please provide:

Your order number
Product name and serial number, where applicable
Clear photographs of the product
Clear photographs of the outer package
Clear photographs of the internal packaging
Photographs of the shipping label
Video demonstrating the issue, where appropriate
A description of the problem
Details of any troubleshooting already performed

Please retain the product, accessories, packaging, and shipping materials until the claim has been reviewed.

Depending on the circumstances, we may offer:

Troubleshooting assistance
A replacement component
A replacement product
Repair
A partial refund
A full refund
Another appropriate remedy

The seven-day reporting request does not eliminate any longer rights that may apply under an applicable written warranty or law.

Technical Troubleshooting

For an electronic or connected product, we may request reasonable troubleshooting before confirming that the product is defective.

Troubleshooting may include:

Confirming the power supply
Checking network requirements
Restarting or resetting the product
Updating an application or firmware
Confirming account or regional settings
Testing with compatible equipment
Reviewing installation photographs or video
Following manufacturer diagnostic instructions

Troubleshooting is intended to distinguish a product defect from an installation, configuration, network, compatibility, or third-party service issue.

We will not require troubleshooting that would be unsafe, unreasonable, or likely to cause further damage.

Products Containing Batteries

Products containing lithium-ion, lithium-metal, rechargeable, swollen, leaking, overheating, punctured, or damaged batteries may require special handling.

If a battery or battery-powered product appears damaged:

Stop using and charging it immediately.
Disconnect it from power where safe to do so.
Keep it away from heat, flames, water, children, and combustible materials.
Do not puncture, crush, disassemble, or place it in household trash.
Do not return it through ordinary mail without our written instructions.
Contact us and provide photographs or video of the condition.

We may provide specific packaging, disposal, collection, or return instructions based on the condition of the product and applicable carrier requirements.

Missing Components or Accessories

If an otherwise eligible product is returned without included accessories, mounting components, adapters, cables, manuals, or other items, we may:

Request that the missing items be returned;
Delay completion of the refund;
Reduce the refund by the reasonable replacement value of the missing items; or
Reject the return if the missing component is essential to the product.

Promotional products included with an order must also be returned if the return causes the original order to no longer qualify for the promotion. Otherwise, the value of the promotional product may be deducted from the refund.

Refund Inspection and Approval

After an authorized return is delivered to the designated return location, please allow a reasonable period for receipt verification and inspection.

We will notify you when the return has been reviewed and whether the refund is:

Approved in full;
Approved with a deduction;
Rejected; or
Awaiting additional information.

If additional information is required, we will contact you using the email address associated with the order.

Refund Method and Timing

Approved refunds will normally be issued to the original payment method used for the purchase.

We generally initiate an approved refund within 7 business days after the returned product has been received, inspected, and accepted.

After we initiate the refund, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.

We do not control payment-provider processing times.

If the original payment method is no longer available, please contact us. Alternative refund methods may be considered where appropriate and legally permitted.

Partial Refunds

A partial refund may be issued where an eligible returned product has:

Missing accessories or components;
Material signs of use;
Installation or removal damage;
Damaged packaging that materially affects resale value;
Unauthorized modifications;
Missing documentation;
An account or activation lock that cannot be removed; or
Damage not caused by a product defect.

Any deduction will be based on the condition of the returned product and the reasonable reduction in its value.

No deduction will be made for ordinary handling reasonably necessary to inspect the nature, characteristics, or operation of the product, except where applicable law permits otherwise.

Original Shipping Charges

Original standard or expedited shipping charges are generally non-refundable for change-of-mind returns.

If the complete order is returned because we shipped an incorrect, damaged, defective, or materially misdescribed product, we will review whether the original shipping charge should also be refunded.

Fees for completed gift packaging, expedited processing, optional insurance, installation, or third-party services may not be refundable after the service has been performed.

Exchanges

We generally do not offer direct exchanges.

To obtain a different product, model, or configuration, you should:

Request a return for the original product under this Policy.
Place a separate new order through our Website.

For a damaged, defective, or incorrect item, we may provide a replacement without requiring a separate order.

Replacement availability depends on inventory. If a replacement is unavailable, we may issue a refund or offer another appropriate solution.

Replacement Products

A replacement product may be new or functionally equivalent, subject to product availability and any applicable warranty terms.

A replacement does not automatically restart or extend the original return period or warranty period unless expressly stated in writing or required by law.

We may require the original product to be returned before sending a replacement. In some cases, we may place a temporary authorization or require other reasonable security measures before providing an advance replacement.

Manufacturer Warranties

Some products may include a manufacturer’s written warranty.

Warranty terms may be provided:

On the product page;
In the product packaging;
In product documentation;
Through the manufacturer’s website; or
In a separate warranty document.

After the standard return period expires, defects may be handled under the applicable manufacturer or product warranty.

A manufacturer may require customers to contact it directly for repair, replacement, or technical support.

This Policy does not replace or reduce rights provided by an applicable written warranty or rights that cannot be excluded under applicable law.

Damage Not Considered a Product Defect

The following are generally not considered product defects:

Damage caused by incorrect installation
Incorrect wiring or voltage
Failure to follow instructions
Damage caused by drops, impact, water, fire, or extreme temperatures
Normal wear and tear
Battery depletion through ordinary use
Damage caused by incompatible accessories
Network or internet outages
Third-party platform interruptions
Failure to install required updates
Unauthorized hardware or software modification
Cosmetic variation that does not affect functionality
Damage caused by improper storage or maintenance

However, damage resulting from a confirmed manufacturing defect will be reviewed under this Policy or an applicable warranty.

Lost Return Packages

For customer-paid returns, we recommend using a tracked and insured shipping service.

We are not responsible for a returned package that is lost, stolen, misdirected, or damaged before it is delivered to the authorized return location, except where we provided the return label and the loss resulted from the selected carrier’s handling.

Keep your shipping receipt and tracking information until the refund is completed.

Refused and Undeliverable Orders

Refusing delivery does not automatically create an approved return.

If an order is refused or returned as undeliverable, we will review the product after it reaches the appropriate return location.

Original shipping charges, return shipping charges, address-correction fees, and carrier fees may be deducted from the refund when the package was refused without authorization or returned because of an incorrect or incomplete address, except where prohibited by law.

Order Cancellations

Please contact us as soon as possible if you wish to cancel an order.

We cannot guarantee cancellation after order processing, packaging, or shipment has begun.

If the order has already shipped, you may need to wait for delivery and request a return under this Policy.

If we cancel an order that has not shipped, the amount paid for the canceled product will be refunded to the original payment method.

Gift Orders

Refunds for gift orders are generally issued to the original payment method used by the purchaser.

We generally cannot issue a cash refund directly to the gift recipient.

A gift recipient may contact us for available options, but proof of purchase and the original order information may be required.

Abuse of the Return Process

We may limit or reject return requests where we reasonably identify:

Repeated returns indicating misuse of the Policy;
Fraudulent claims;
Substitution of a different product;
Altered serial numbers;
Empty or incomplete return packages;
False damage claims;
Intentional product damage;
Use of products followed by repeated return attempts; or
Other abusive or deceptive conduct.

Any restriction will be applied consistently with applicable consumer protection laws.

Consumer Rights

This Policy provides contractual return rights in addition to any rights that may apply under federal, state, or local law.

Nothing in this Policy excludes, restricts, or replaces a consumer right or remedy that cannot lawfully be excluded or restricted.

Where this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will control.

Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in our products, operations, fulfillment procedures, or legal obligations.

The latest version will be posted on our Website with an updated “Last Updated” date.

Changes generally apply to orders placed on or after the date the revised Policy becomes effective.

Contact Information

For questions about this Refund & Return Policy or assistance with a return, refund, replacement, or defective product claim, please contact us:

Loofae Innovation Inc
Email: support@loofae.com
Phone: +1 (213)493-8202
Address: 5900 Balcones Drive, Suite 100, Austin, TX 78731, United States