At Lonline AE, we are committed to providing high-quality products and ensuring customer satisfaction.

All products are carefully inspected before shipping to ensure they are in good condition and suitable for use.

Orders are prepared within 14 business days, excluding weekends, subject to product availability and order confirmation.

If you receive a damaged, defective, or incorrect product, we kindly recommend contacting us within 24 hours of delivery and providing supporting photos to help us review your claim promptly.

If an incorrect item is delivered or a product arrives damaged or defective, Lonline AE will cover all applicable shipping and replacement costs for approved claims, at no additional cost to the customer.

If the customer requests an exchange for reasons unrelated to product damage, defects, or an error by the store, the customer will be responsible for any applicable shipping costs.

Products purchased using promotional vouchers, gift vouchers, or store credits are not eligible for cash refunds. Where a claim is approved, compensation will be provided through a replacement voucher or store credit, subject to applicable consumer protection laws.

All returned or exchanged products must meet the applicable return conditions and be in an acceptable condition for return, subject to any legal exceptions.

Lonline AE reserves the right to refuse any exchange or refund request that does not meet the conditions outlined in this policy, subject to applicable consumer protection laws.