Returns & Refund policy
Last Updated: January 1, 2026
1. Introduction
At Lombaro, operated by International Digital Commerce Group Limited, a private company limited by shares incorporated in Hong Kong SAR, Business Registration Number 79486948, with its registered office at Room 1405, 135 Bonham Strand Trade Centre, 135 Bonham Strand, Sheung Wan, Hong Kong (the "Company", "we", "us", or "our"), we are committed to ensuring your satisfaction with your purchase. This Returns & Refunds Policy (the "Policy") explains the terms and conditions under which you may return products purchased through our website at Lombaro.com (the "Website") and receive a refund. This Policy should be read in conjunction with our General Conditions of Sale and Terms of Use, which are incorporated herein by reference. By purchasing products from us, you agree to be bound by this Policy. If you have any questions about returns or refunds, please contact us at the contact information provided in Section 11 below.2. Your Rights
2.1 Statutory Consumer Rights
If you are a consumer, you have certain statutory rights under the consumer protection laws applicable in your jurisdiction. Nothing in this Policy limits or excludes your statutory rights. Your statutory rights may include, depending on your jurisdiction:- The right to receive products that conform to their description and are of satisfactory quality;
- The right to a remedy (repair, replacement, or refund) if products are defective or do not conform to their description;
- The right to cancel your purchase within a specified cooling-off period;
- Other rights provided by applicable consumer protection laws.
2.2 EU Consumer Right of Withdrawal
If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within fourteen (14) days of receiving the products, without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU) and applicable national legislation. The withdrawal period expires fourteen (14) days after the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the goods. To exercise your right of withdrawal, you must inform us of your decision to withdraw by sending a clear statement to the contact information provided in Section 11 below. If you exercise your right of withdrawal, we will reimburse all payments received from you, including the cost of standard delivery (but not any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than fourteen (14) days from the day on which we are informed of your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. You must send back the products or hand them over to us without undue delay and in any event no later than fourteen (14) days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the products before the period of fourteen (14) days has expired. You will bear the direct cost of returning the products unless we have agreed to bear that cost or we failed to inform you that you have to bear the cost. You are only liable for any diminished value of the products resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the products.2.3 UK Consumer Right to Cancel
If you are a consumer resident in the United Kingdom, you have the right to cancel your purchase within fourteen (14) days of receiving the products under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation period, process, and conditions are substantially similar to those described in Section 2.2 above for EU consumers. You have the right to cancel without giving any reason, and we will reimburse all payments received from you, including standard delivery costs, within fourteen (14) days of being informed of your decision to cancel.2.4 Other Jurisdictions
If you are a consumer in Canada, Australia, or another jurisdiction with mandatory consumer protection laws, you may have similar rights under applicable law. Please contact us for information about your specific rights in your jurisdiction.3. Return Eligibility
3.1 General Return Policy
In addition to your statutory rights, we offer a voluntary return policy for customers worldwide. You may return products within thirty (30) days of delivery for a refund, subject to the conditions set forth in this Policy. To be eligible for a return under our voluntary return policy, products must:- Be returned within thirty (30) days of the delivery date;
- Be in their original condition, unused, unworn, and undamaged;
- Be in their original packaging with all tags, labels, and accessories intact;
- Include proof of purchase (order number or receipt);
- Not fall within the categories of non-returnable items listed in Section 3.3 below.
3.2 Condition of Returned Products
Products must be returned in the same condition in which they were received. We reserve the right to refuse returns or reduce refunds if products are returned in a condition that is not acceptable, including but not limited to:- Products that have been used, worn, washed, or altered;
- Products that are damaged, soiled, or stained;
- Products with missing tags, labels, or accessories;
- Products not in their original packaging;
- Products that show signs of excessive handling beyond what is necessary to inspect them.
3.3 Non-Returnable Items
The following categories of products are not eligible for return under our voluntary return policy, except where required by applicable consumer protection laws or where the products are defective or do not conform to their description:- Personalized, customized, or made-to-order products;
- Products that have been unsealed and are not suitable for return due to health protection or hygiene reasons (such as intimate apparel, cosmetics, personal care items, or similar products);
- Perishable goods or products with a limited shelf life;
- Sealed audio or video recordings, or sealed software, that have been unsealed after delivery;
- Products that are, by their nature, inseparably mixed with other items after delivery;
- Gift cards, vouchers, or digital products;
- Products purchased during final sale or clearance events, where clearly marked as non-returnable at the time of purchase.
3.4 Defective or Damaged Products
If you receive a product that is defective, damaged, or does not conform to its description, you have the right to a remedy regardless of the time limits or conditions set forth in this Policy, subject to applicable law. Please contact us as soon as possible after discovering the defect or damage, and in any event within thirty (30) days of delivery. We will work with you to resolve the issue, which may include providing a replacement, repair, or refund, as appropriate.3.5 Wrong or Missing Items
If you receive the wrong product or if items are missing from your order, please contact us immediately at the contact information provided in Section 11 below. We will arrange for the correct product to be sent to you or for the missing items to be shipped, at no additional cost to you. If you have received the wrong product, we will provide you with a prepaid return label to send back the incorrect item. You will not be charged for return shipping in such cases.4. How to Initiate a Return
4.1 Contact Us
To initiate a return, you must first contact our customer service team by email at returns@Lombaro.com or through the contact form on our Website. Please provide the following information:- Your order number;
- The name and description of the product(s) you wish to return;
- The reason for the return;
- Whether you are exercising a statutory right of withdrawal (if applicable);
- Photographs of the product(s) if they are defective or damaged (if applicable).
4.2 Return Authorization
Once we receive your return request, we will review it and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return instructions. You must obtain an RMA number before returning any products. Returns sent without an RMA number may not be processed or may be delayed. Return instructions will include:- The return address to which products should be sent;
- Instructions for packaging the products;
- Information about return shipping costs and methods;
- A prepaid return label, if applicable.
4.3 Packaging and Shipping
Products must be securely packaged to prevent damage during return shipping. We recommend using the original packaging if available. Please include the following in your return package:- The RMA number clearly marked on the outside of the package;
- All original packaging, tags, labels, and accessories;
- A copy of your order confirmation or receipt (if available).
4.4 Return Shipping Costs
Return shipping costs depend on the reason for the return and your location:- Defective, Damaged, or Incorrect Products: We will provide a prepaid return label or reimburse you for reasonable return shipping costs.
- EU/UK Statutory Withdrawal Right: You will bear the direct cost of returning the products unless we have agreed to bear that cost or failed to inform you that you have to bear the cost.
- Voluntary Returns (Change of Mind): You are responsible for return shipping costs. We recommend using a trackable shipping method with insurance, as we are not responsible for products lost or damaged during return shipping.
- International Returns: Return shipping costs for international returns can be significant. Please contact us before returning products from outside your country of delivery to discuss the most cost-effective return method.
4.5 Return Timeframes
Products must be shipped back to us within the applicable return period:- EU/UK Statutory Withdrawal: Within fourteen (14) days of notifying us of your decision to withdraw.
- Voluntary Returns: Within thirty (30) days of delivery.
- Defective or Damaged Products: As soon as reasonably practicable after we provide return instructions.
5. Refund Process
5.1 Inspection and Processing
Once we receive your returned products, we will inspect them to verify that they meet the return eligibility criteria set forth in Section 3. This inspection process typically takes three (3) to five (5) business days from the date we receive the returned products. If the returned products meet the eligibility criteria, we will process your refund. If the returned products do not meet the eligibility criteria, we will contact you to discuss the issue, which may include:- Refusing the return and offering to ship the products back to you at your expense;
- Offering a partial refund to account for diminished value or damage;
- Other resolutions as appropriate.
5.2 Refund Amount
The refund amount will depend on the reason for the return:- EU/UK Statutory Withdrawal: Full refund of all payments received from you, including the cost of standard delivery (but not supplementary costs resulting from your choice of expedited or premium delivery).
- Defective, Damaged, or Incorrect Products: Full refund of the purchase price and original shipping costs. If you paid for return shipping, we will reimburse reasonable return shipping costs.
- Voluntary Returns (Change of Mind): Refund of the purchase price only. Original shipping costs and return shipping costs are not refundable.
5.3 Refund Method
Refunds will be issued using the same payment method you used for the original purchase, unless you expressly agree to a different method. Depending on your payment method, refunds will be processed as follows:- Credit/Debit Cards: Refunds will be credited to the card used for the original purchase. Please allow five (5) to ten (10) business days for the refund to appear on your card statement, depending on your card issuer's processing time.
- PayPal: Refunds will be credited to your PayPal account. Refunds typically appear within three (3) to five (5) business days.
- Other Payment Methods: Refunds will be processed according to the policies of the payment provider used.
5.4 Refund Timeframes
We will process refunds within the following timeframes:- EU/UK Statutory Withdrawal: Within fourteen (14) days of receiving the returned products or receiving evidence that you have sent back the products, whichever is earlier.
- Other Returns: Within ten (10) business days of receiving and inspecting the returned products.
5.5 Partial Refunds
In certain circumstances, we may issue a partial refund, including but not limited to:- Products that show signs of use, wear, or damage;
- Products returned without original packaging, tags, or accessories;
- Products with diminished value due to excessive handling;
- Products returned after the applicable return period, where we agree to accept the return at our discretion.
6. Exchanges
6.1 Exchange Policy
We do not offer direct exchanges at this time. If you wish to exchange a product for a different size, color, or model, you must return the original product in accordance with this Policy and place a new order for the desired product. To ensure you receive the desired product as quickly as possible, we recommend placing a new order before returning the original product, subject to product availability. Once we receive and process your return, you will receive a refund in accordance with Section 5.6.2 Defective or Incorrect Products
If you receive a defective or incorrect product, we will arrange for a replacement to be sent to you as quickly as possible, at no additional cost. Please contact us at the contact information provided in Section 11 to arrange for a replacement.7. Restocking Fees
We do not charge restocking fees for returns, except in the following circumstances:- Returns of large, bulky, or heavy items that require special handling or incur significant return shipping costs;
- Returns of products that have been opened, used, or are not in their original condition, where we agree to accept the return at our discretion;
- Returns made after the applicable return period, where we agree to accept the return at our discretion.
8. Refused or Undeliverable Shipments
8.1 Refused Deliveries
If you refuse delivery of your order or if the shipment is returned to us because you did not accept delivery, you will be responsible for the original shipping costs, and any refund will be reduced by those costs as well as any return shipping costs incurred by us. If you refuse delivery due to customs duties or taxes, you will be responsible for the original shipping costs, any customs duties or taxes incurred, and any return shipping costs. Refunds in such cases will be reduced by these amounts.8.2 Undeliverable Shipments
If a shipment is returned to us as undeliverable due to an incorrect or incomplete address provided by you, or due to failed delivery attempts, you will be responsible for the original shipping costs and any return shipping costs incurred by us. If you wish to have the order reshipped, you will be responsible for paying the shipping costs for the new shipment. Alternatively, you may request a refund, which will be reduced by the original shipping costs and any return shipping costs incurred by us.9. Chargebacks and Payment Disputes
9.1 Contact Us First
If you have an issue with your order, including non-delivery, defective products, or billing errors, we strongly encourage you to contact us directly before initiating a chargeback or payment dispute with your payment provider. In most cases, we can resolve issues more quickly and efficiently than the chargeback process. Please contact us at support@Lombaro.com or returns@Lombaro.com with details of your issue, and we will work with you in good faith to find a resolution.9.2 Chargeback Policy
A chargeback occurs when you dispute a charge with your payment card issuer or payment provider and request a reversal of the transaction. Chargebacks are intended to protect consumers from unauthorized or fraudulent transactions. If you initiate a chargeback, we will respond to the chargeback by providing evidence to your payment provider, which may include:- Proof of delivery and tracking information;
- Order confirmation and communication records;
- Evidence that the products were delivered in good condition;
- Evidence that you received and accepted the products;
- Our terms and conditions and policies.
9.3 Consequences of Chargebacks
If you initiate a chargeback without first attempting to resolve the issue with us, or if you initiate a chargeback after receiving products in good condition, we reserve the right to:- Dispute the chargeback with your payment provider;
- Suspend or terminate your account;
- Refuse future orders from you;
- Seek recovery of the products, chargeback fees, and other costs incurred;
- Take legal action to recover amounts owed and damages.
9.4 Legitimate Disputes
We recognize that legitimate disputes may arise, and we are committed to resolving them fairly. If you have a legitimate concern about your order, such as:- Non-delivery of products;
- Receipt of defective or damaged products;
- Receipt of incorrect products;
- Unauthorized charges;
- Billing errors;