Return & Refund Policy

LOZMA POLICY

Effective date: June 26, 2026

Store operator: Beijing Qingling Culture Communication Co., Ltd. (北京青翎文化传播有限公司), Beijing, China.

To request a return, cancellation or refund support, contact support@lozma.com with your order number and the relevant details before sending anything back.

Change-of-mind returns

Change-of-mind return requests must be made within 14 days of delivery.
The product must be unused, unwashed and in resalable condition.
Original packaging should be retained where reasonably possible.
Used drinkware is not accepted for change-of-mind returns for hygiene reasons.
The customer pays change-of-mind return postage.
Return authorisation is required before sending anything back.
The return address is supplied after approval. Do not send returns to the publicly listed business address without authorisation.

Faulty, damaged, incorrect or misdescribed goods

If your order arrives faulty, damaged, incorrect or not as described, contact LOZMA with your order number, photographs and a description of the issue.
Opening the parcel or reasonably inspecting the product does not automatically remove your rights.
Depending on the problem, LOZMA may provide an appropriate repair, replacement, refund or other remedy.
If a product problem is confirmed, LOZMA will reimburse reasonable return costs where required.

Refunds

Approved refunds are returned to the original payment method unless otherwise agreed.
LOZMA submits approved refunds within 5 business days.
Bank or payment provider processing can take additional time, so LOZMA cannot promise the exact date funds will appear.

Cancellations

Orders may be cancelled before dispatch.
Cancellation may not be possible after fulfilment or dispatch begins.
Dispatched orders are handled under this Return & Refund Policy.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, including rights that may apply under the Australian Consumer Law.