Refund policy

Returns & Refunds Policy

At Lwang Black, your satisfaction is our highest priority. We’re proud of the premium quality and care that goes into every product we offer. However, if your purchase doesn’t meet your expectations or arrives damaged, we’re here to assist with a fair and straightforward return or refund process.

Return Eligibility & Timeframe

We offer a 14-day return window from the date of delivery. To be eligible for a return, your item must meet the following conditions:

  • The item must be unused, unopened, and in its original condition

  • The product must include original packaging with all tags, seals, and accessories intact

  • You must provide a valid receipt, order confirmation, or proof of purchase

  • The return must be initiated within 14 calendar days of receiving your order

Please note: Items returned without prior approval or those not meeting the eligibility criteria will not be accepted or refunded.

How to Start a Return

To begin your return process:

  1. Contact our support team at [email protected] with your order number, a brief explanation of the reason for the return, and any relevant photos (if applicable).

  2. If your return is approved:

    • We will send you a prepaid return shipping label (for eligible cases)

    • You will receive detailed instructions on how to package and send your return

  3. Please ensure the product is returned securely and safely to prevent damage in transit.

Damaged, Defective, or Incorrect Items

We take great care in packing and delivering your orders. However, if your product arrives:

  • Damaged

  • Defective

  • Incorrect or incomplete

Please notify us within 48 hours of receiving the product. Email us at [email protected] with your order number and a description of the issue, including clear photos of the problem if possible.

We will evaluate the situation and offer:

  • A full refund

  • A replacement item

  • Or store credit, depending on your preference and product availability

You will not be charged any return shipping fees for damaged, incorrect, or defective products.

Exceptions / Non-Returnable Items

To maintain the safety, quality, and hygiene standards of our products, the following items are not eligible for return under any circumstances unless they are defective upon arrival:

Perishable Goods:

  • Products such as coffee, tea, herbs, and food items

  • Due to their consumable nature and risk of contamination, we cannot accept returns on these items

Custom or Personalized Products:

  • Items that have been engraved, modified, gift-boxed, or custom-blended

  • These are tailored specifically for you and are non-refundable

Opened or Used Items:

  • Any product that has been unsealed, opened, or used, including:

    • Coffee bags with broken seals

    • Personal care items such as wellness kits or reusable accessories

  • These are ineligible for return due to hygiene concerns and product integrity

Gift Cards & Promotional Offers:

Gift cards, coupons, or promotional/free items provided with a purchase are not returnable or redeemable for cash

Wholesale or Bulk Orders:

Orders placed through business-to-business agreements, franchisees, or wholesale arrangements are final, unless the shipment is proven to be defective or incorrect

If you have any doubts about a product’s eligibility, we strongly encourage you to contact us before purchasing to avoid inconvenience later.

Change of Mind Returns

If you simply change your mind after purchasing:

  • You may return any unopened and unused product within 14 days

  • The product must be in its original sellable condition

  • You will be responsible for return shipping costs

  • Once received and inspected, a refund will be issued minus the original shipping charge

We do not accept returns for items that show signs of use, damage, or are missing original packaging.

Exchanges

We do not offer direct exchanges. The fastest way to receive a different product is:

Request a return for the original item

Once approved, place a new order for the desired item

This ensures a smoother, faster experience for you and helps us process your needs more efficiently.

European Union – 14-Day Cooling-Off Period

For customers residing in the European Union, you are entitled to a 14-day cooling-off period under consumer protection laws. This allows you to cancel or return your order for any reason within 14 days of receipt, without needing to provide a justification.

Products must still meet the following return conditions:

Unused and unopened

In original packaging with proof of purchase

Refunds

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund.

If approved:

Your refund will be processed to your original payment method within 7 to 10 business days

Please allow additional time for your bank or card provider to reflect the refund in your account

If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at [email protected], and we’ll investigate immediately.

Need Help?

We’re always here to assist.
If you have any questions or need help with your return, feel free to contact our friendly customer support team at:
📧 [email protected]
📞 0452 523 324

We appreciate your trust in Lwang Black, and we’re committed to delivering a premium, honest, and customer-first experience every time.