Refund policy

Returns and Refunds Policy — Loomie

Last updated: 22 September 2026

At Loomie, your satisfaction matters. Here is how our returns and refunds work, in line with French and European consumer law.

1. Right of withdrawal (14 days)

You have 14 calendar days from receipt of your order to change your mind, without having to give a reason.

Essential condition for our products: our lip balms are cosmetic products applied directly to the skin. For hygiene reasons and in accordance with article L.221-28, 6° of the French Consumer Code, a return is only possible if the product is still sealed, in its intact original packaging, unopened and unused.

➡️ In short:

Product still sealed/wrapped → return and refund possible within 14 days.
Product unsealed, opened or tested → unfortunately the return cannot be accepted on this ground, for hygiene reasons (this rule applies to all cosmetics, it is not specific to Loomie).

This limitation does not apply if the product received is defective or not as described (see section 3 below).

2. How to request a return

Contact us at team@loomie.eu within 14 days of receipt, stating your order number and the reason for your request.
We confirm whether the return is eligible and send you the return address.
Send the product back, sealed and in its original packaging, at your own expense (except for defective products — see section 3).
Once the return has been received and checked, we issue the refund.

3. Defective, damaged or non-conforming product

If you receive a damaged or defective product, or one different from your order, you benefit from the legal guarantee of conformity (2 years) and the guarantee against hidden defects, regardless of the hygiene rule above. Contact us at team@loomie.eu with a photo of the product received: we will cover the return and replace or refund the product, return costs included.

4. Refund timing and method

The refund (product price + standard shipping costs where applicable) is made within a maximum of 14 days of receiving the returned product or proof of shipment, using the same payment method as the one used for the order.

5. Return costs

Return costs are borne by the Customer, except in the case of a defective or non-conforming product, or an error on our part.

6. Orders cancelled before shipping

If you wish to cancel your order before it ships, contact us immediately at team@loomie.eu: if the order has not yet been prepared/shipped, it will be cancelled and fully refunded.