Returns Policy

1. General return standard

Lowjow sells health, beauty, wellness, fragrance, and personal-care products that may be fulfilled by U.S. or international partner suppliers. Because product integrity, hygiene, and third-party fulfillment costs matter, Lowjow does not offer a broad open-ended change-of-mind return program for most categories sold on the store.

Unless a product is required to be returnable by law, or unless Lowjow approves an exception in writing, most items in these categories are treated as final sale after the order enters fulfillment or after delivery. If a shipment arrives wrong, damaged, materially defective, or materially different from what was ordered, Lowjow will review the case under the issue-resolution process described below.

2. What is generally eligible for review

• Orders affected by a confirmed wrong item, shipment damage, or material product defect
• Requests submitted with enough information to identify the order, including the order number and checkout email
• Claims supported by clear photos or other evidence when the issue involves damage, breakage, leakage, or an incorrect item
• Authorized exceptions that Lowjow approves in writing, or rights that apply under mandatory law

3. Items that may not be returnable

To protect the business from product-integrity, hygiene, and third-party fulfillment losses, the following categories are generally non-returnable for change-of-mind reasons unless otherwise required by law:

• Supplements, capsules, gummies, ingestible wellness products, and similar consumables
• Opened or used skincare, haircare, body-care, makeup, grooming, fragrance, or other personal-care items
• Items that are sealed for hygiene or safety and have been opened after delivery
• Gift cards, clearance products, promotional final-sale items, and any item clearly marked final sale
• Products returned without prior review or authorization where authorization is required by the store process

If an item falls into a non-returnable category but arrives wrong, damaged, or materially defective, customers should still contact support so the issue can be reviewed appropriately.

4. Wrong, damaged, or defective orders

If you receive the wrong item, an item damaged in transit, or a product with a material issue, contact Lowjow within 7 days of delivery whenever reasonably possible and include the order number plus clear photos where relevant. These cases are reviewed separately from change-of-mind requests.

• Report the issue within 7 days of delivery whenever reasonably possible
• Keep all packaging and evidence until the case has been reviewed
• Use the original checkout email and include the order number to speed up review
• Lowjow aims to review complete issue submissions within 7 business days, although complex cases can take longer

5. How the return process works

6. Refund timing and method

If a refund is approved, it is generally issued back to the original payment method unless another method is legally required or otherwise agreed with you. After approval, funds generally appear within 7 to 12 business days, depending on the payment provider and banking system. If a faster refund timeline is required by applicable law for a cancellation or unshipped delayed order, Lowjow will follow the required timeline.

• Refund review and approval timing can vary by case complexity and item condition
• Original shipping charges may not always be refundable unless the issue was caused by Lowjow or required by law
• If a return or replacement is approved, Lowjow may require evidence review first and may provide instructions before any item is sent back
• Do not send items back without written authorization, because unauthorized returns may be refused or lost in transit

7. Start a return or ask a question

If you need return-related help, email contato@lowjow.com or use the contact page and include all relevant details from the start so the request can be reviewed with less back-and-forth.