Return & refund policy

Last Updated: January 13th

We want you to feel confident shopping with us. If anything goes wrong with your order, our team is here to help you find a fair and fast solution.

At Look Defined, we do everything we can to keep our customers satisfied. However, there may be situations where you wish to return a product or request a refund. This policy explains our return and refund process in full.

If you have any questions, please contact us first at info@look-defined.com.

1. How We Operate

Look Defined operates according to a direct-from-supplier model.

To reduce waste and lower our CO₂ emissions, we do not maintain large inventories. Items that are not in stock are shipped directly from our supplier located in China.

As a result, approved returns must be sent to our supplier's return address in China.

2. Return Eligibility and Return Requests

You may request a return within 14 days of receiving your item by contacting info@look-defined.com.

Please note:

• A return request can only be submitted after the item has been physically received.
• You must provide your order number and a valid reason for the return.
• Returns require prior authorization from Look Defined.
• Once approved, we will provide the appropriate return address and instructions.

Returns sent without prior approval may be refused.

3. Return Conditions

To qualify for a return:

• A valid reason for the return is required.
• Items must be unused, unwashed, undamaged, and in their original condition.
• All original tags and labels must remain attached.
• Trying on items is permitted; wearing them is not.

The following additional conditions apply:

• Discounted or sale items cannot be returned without a valid reason.
• Intentionally ordering multiple sizes with the intention of returning part of the order is not permitted.
• Certain items are excluded from returns for hygiene reasons, including underwear, swimwear, and jewelry, unless they are unopened and unused.

4. Return Shipping Costs and Responsibilities

All return shipping costs are the sole responsibility of the customer.

This includes:

• International shipping fees;
• Customs duties;
• Import charges;
• Carrier handling fees;
• Any other costs associated with the return shipment.

Customers are responsible for:

• Packaging the return securely;
• Shipping the item to the approved return address;
• Paying all return-related costs;
• Monitoring the return shipment.

We strongly recommend using a fully trackable shipping method.

Without proof of shipment and valid tracking information, we may be unable to process a return or refund request.

5. Alternative Resolution Options

Because international returns can be expensive and time-consuming, Look Defined may offer alternative solutions before requiring a return shipment.

These solutions may include:

• Store credit;
• A partial refund;
• A discount on a future purchase;
• Another mutually agreed resolution.

Alternative resolutions are offered entirely at our discretion and will be agreed upon through email correspondence.

Customers should always contact us before returning any item.

6. Defective, Incorrect, or Damaged Items

If you believe your item is defective, incorrect, damaged, or has a quality-related issue, you must contact us within 14 days of delivery.

Your email must include:

• Your order number;
• A detailed description of the issue;
• Clear photographs showing the problem.

Without sufficient photographs and a clear description, we cannot evaluate the claim and no return, replacement, refund, or store credit may be issued.

Upon review, we will work to provide an appropriate solution as quickly as possible.

7. Refund Eligibility

Refunds are only considered after all applicable return conditions have been met.

Unless otherwise agreed in writing:

• The returned item must first be received at the approved return address in China.
• The item must pass inspection and comply with all return conditions outlined in this policy.

If a returned item does not meet these conditions, a refund may be denied.

8. Refund Processing

Once the returned item has been received and approved:

• Refunds will be issued to the original payment method.
• Refunds will be processed within 14 days of approval.
• Original shipping charges are non-refundable.

Depending on your payment provider, additional processing time may be required before the refund appears in your account.

9. Cancellations

Orders cannot be cancelled once they have been placed and entered into processing.

Customers may not initiate a refund request based solely on shipment transit time before the order has been delivered.

If you experience any issue with your order, please contact info@look-defined.com first so that we have an opportunity to assist you before a payment dispute or chargeback is initiated.

10. Liability and Delivery Responsibility

Look Defined is not responsible for lost packages when tracking information confirms delivery to the address provided by the customer.

Customers are responsible for providing accurate shipping information at checkout.

Any address correction requests must be submitted within 24 hours of placing the order by contacting info@look-defined.com.

If an incorrect address is provided by the customer, any resulting costs, delays, losses, or delivery issues remain the responsibility of the customer.

11. Contact Information

For any return, refund, or order-related questions, please contact:

Look Defined
Email: info@look-defined.com