Last updated: 01-Aug-2025

At Lozoma, we want you to love every product you buy from us. If for any reason you’re not completely satisfied, our Refund & Returns Policy explains how you can return your items and request a refund.

1. Our Returns Window

We accept returns within 15 days from the date your order is delivered.

To be eligible for a return, your item must be:

  • Unused and unopened.
  • In its original packaging.
  • In the same condition you received it.

For hygiene reasons, we cannot accept returns of opened or used beauty products unless they are faulty.

2. How to Return an Item

  1. Contact our customer service team at Info@lozoma.co.uk within 15 days of receiving your order.
  2. Provide your order number, the product(s) you wish to return, and the reason for your return.
  3. We’ll give you instructions on how and where to send your item(s).

Please note: We do not cover the cost of return postage unless your item is faulty or damaged.

3. Damaged or Faulty Items

If you receive a damaged or faulty product:

  • Contact us within 48 hours of delivery.
  • Email us photos of the product and its packaging.
  • Once verified, we’ll arrange a replacement or issue a full refund (including any shipping fees paid).

4. Refunds

Once we receive and inspect your return, we’ll email you to confirm whether your refund has been approved.

If approved:

  • Refunds are processed to your original payment method.
  • Please allow up to 5–7 working days for the funds to appear in your account (times may vary depending on your bank or payment provider).

5. Items That Cannot Be Returned

We cannot accept returns for:

  • Products that have been opened or used (unless faulty).
  • Items not in their original packaging.
  • Products returned after the 15-day return window.

6. Exchanges

We currently do not offer direct exchanges. If you’d like a different product, please return your item for a refund and place a new order.

7. International Returns

If you are returning an order from outside the UK, please note:

  • You are responsible for return shipping costs.
  • Any customs or import fees related to the return are your responsibility.

8. Contact Us

If you have any questions about our Refund & Returns Policy or need help with a return:

Email: Info@lozoma.co.uk

WhatsApp: 07312126107
Address: 235 Lakey Lane, Birmingham, England, B28 8QT.