Refund and Returns Policy

Last updated: April 20, 2025

At Louzape, we take pride in the quality of every garment we produce — from t-shirts to other fabric-based apparel.
Your satisfaction is our top priority. If your purchase does not meet your expectations, we have a clear and fair policy to make the return and refund process simple and transparent.

Policy Overview

1. General Conditions for Acceptance

For a garment to be eligible for return, all of the following conditions must be met:

• Return window: Your return request must be submitted within 90 calendar days from the confirmed delivery date (based on the carrier’s tracking information). Requests made after this period will not be accepted.

• Unworn & unwashed: The garment must not have been worn (beyond trying it on for fit), washed, or otherwise laundered. Items showing signs of wear — such as stretched fabric, pilling, or fading — will be declined.

• No damage or stains: The fabric must be free from tears, fraying, discoloration, stains, or any other damage caused after delivery.

• Odor-free: The garment must not carry any scents, including perfume, smoke, deodorant, detergent, or body odor.

• Original tags & packaging: All original swing tags, care labels, brand labels, and packaging (garment bag, box, or protective wrap) must be returned with the item. Missing tags or labels may void eligibility.

• Unaltered condition: The garment must not have been altered, hemmed, resized, embroidered, or otherwise customized after purchase.

• Proof of purchase: You must provide a valid receipt, invoice, or order confirmation email for verification.

2. Return Procedure by Case

A. Louzape’s Fault

We consider a return due to Louzape’s fault if your garment arrives with:

• Transit damage: Tears, stains, moisture damage, or deformation caused during shipping.

• Manufacturing defects: Issues such as loose seams, unravelling stitches, misprints, fabric flaws, or faulty fastenings (zippers, buttons).

• Incorrect shipment: A garment in the wrong size, color, or style compared to your confirmed order.

Cost to customer: None — Louzape will issue a prepaid return shipping label.

Resolution options:

1. Replacement garment — same style, size, and color (subject to availability).

2. Full refund — covering the product price plus the original shipping cost.

B. Customer-Initiated Return

We classify a Customer-Initiated Return when:

• The garment is in perfect, unused condition but you decide you no longer want it.

• You selected the wrong size, style, or color when placing the order.

Cost to customer: You are responsible for all return shipping costs. We strongly recommend:

• Using a trackable shipping service to avoid lost parcels.

• Packaging the garment securely to protect it from damage in transit.

Resolution: After we receive and inspect the garment to confirm it meets the General Conditions for Acceptance, we will refund the product price only (excluding the original shipping fee).

3. Items Not Eligible for Return

Unless defective due to Louzape’s fault, the following items are non-returnable:

• Gift cards — physical or digital.

• Final Sale / Clearance items — marked as non-returnable at the time of purchase.

• Used garments — any item that has been worn, washed, ironed, or otherwise laundered.

• Altered garments — hemmed, resized, embroidered, or otherwise modified after delivery.

• Garments exposed to scents — including perfume, cologne, deodorant, smoke, or detergents.

• Garments damaged due to improper care — such as shrinkage, color bleeding, or tearing caused by washing, drying, or storage not in line with care instructions.

4. Return Process

Step 1 – Request a Return

• Email [email protected] within 90 days of receiving your garment.

• Your email must include:

  1. Order number (found on your order confirmation or invoice).

  2. Reason for return (brief but clear explanation).

  3. For defective/damaged items: Attach clear photos or videos showing the problem — both close-up and full item images are recommended.

Step 2 – Receive Instructions

• Our support team will review your request within 1–2 business days.

• If your return is approved, you will receive:

  • Return Authorization Number (required to process your return).

  • Packing guidelines to ensure your garment is returned in good condition.

  • Prepaid return shipping label (only if the return is due to Louzape’s fault).

Step 3 – Pack & Ship

• Place the garment in its original packaging if available, or use a clean, secure, protective bag/box.

• Ensure all tags, labels, and original packaging are included.

• Fold garments neatly to avoid creasing during transit.

• Seal the package securely using strong packing tape.

• Attach the provided shipping label (if applicable) or your own (if customer-paid).

• Ship the package to: Louzape – Returns Department 1273 Portland Ave Abilene, TX 79605 United States

5. Money Back Guarantee

• Processing Time: Refunds are initiated within 5 business days after we receive and inspect your returned garment to confirm it meets our General Conditions for Acceptance.

• Refund Method: Refunds are issued back to the original payment method you used (e.g., credit card, PayPal). Store credit is available only if you request it.

• Email Notification: You will receive an email confirmation once your refund has been processed, including the transaction reference.

• Note: Refunds may take additional time to appear on your bank or card statement depending on your financial institution.

6. No Restocking Fees

• Louzape believes in hassle-free returns.

• We never charge restocking fees on eligible returns — regardless of the reason.

7. Order Processing & Shipping

• Processing Time: Orders are processed within 1–2 business days (Monday to Friday, excluding U.S. public holidays).

• Transit Time: Standard shipping takes 4–6 business days after dispatch.

• Order Cut-Off Time: Orders placed before 2:00 PM CST will begin processing the same business day. Orders placed after this time will be processed on the next business day.

• For detailed shipping timelines, please refer to our Shipping Policy.

8. Contact Us

If you have questions about your return, refund, or order:

• Address: 1273 Portland Ave, Abilene, TX 79605

• Email: [email protected]

• Phone: +1 (325) 587-9625

• Form: Contact Us

• Support Hours: Mon–Sun: 8:00 AM-5:00 PM CST