Refund policy
Last updated: November 2, 2026
This policy explains the voluntary return offer for purchases from LOREPALS. Rights that apply to faulty, misdescribed or undelivered goods remain available even where a change-of-mind condition below does not apply.
1. Requesting a return
Send your return request by email to info@lorepals.com no later than 30 days after delivery. Tell us the order number, the item and selected option, and why you would like to return it. For damage, defects, missing parts or an incorrect item, add photographs when possible so we can assess the problem. Contact us if you cannot provide photographs.
2. Condition and included items
For a change-of-mind return, keep the item unused, in its original condition, with supplied tags and components. Retain the original packaging where reasonably available and include proof of purchase.
Plush and toys returned because of a change of mind should be unplayed-with and unwashed, without marks, scents, damage or pet hair. Include supplied tags, detachable parts, outfits and accessories. Return a set with all its pieces unless we agree otherwise. Merely opening ordinary outer packaging to inspect the contents is not, by itself, treated as use or a hygiene exception.
These condition requirements do not remove remedies for a fault or problem that became apparent during reasonable inspection or use.
3. Return authorization and destination
Wait for written approval and order-specific return instructions before mailing anything.
Operated by: Xiamen Zhibo Tengyuan Trading Co., Ltd.
Business address: Room 403, No. 1 Huachang Road, Huli District, Xiamen City, Fujian Province, China
The business address identifies the operator. Returns must use the authorized U.S. returns warehouse below after written approval.
Our authorized U.S. returns warehouse is:LOREPALS
1295 E 9th St
Pomona, CA 91766
United States
Returns email: info@lorepals.com
Returns warehouse telephone: +1 626-693-2920
Shipping and receiving: Monday–Friday, 9:00 AM–5:00 PM Pacific Time.
Include your LOREPALS order number and any return reference provided in your approval. Do not send returns to our Atlanta business registration address or to an address on the original parcel unless your written return instructions specifically direct you there.
Use a tracked service when arranging your own return and keep the receipt. If we supply a return label, follow its instructions. Contact info@lorepals.com if the return is delayed or lost so the shipment can be investigated.
4. Shipping costs and fees
For a return based on preference, fit or an ordering mistake, you pay the return postage. Original outbound shipping is not normally refunded for these voluntary returns, except when the law requires otherwise. We do not deduct a restocking charge from an eligible refund.
If we sent an incorrect item, or your order arrived faulty, damaged or incomplete, we cover the reasonable return costs authorized by our support team. Ask us for instructions before paying for a label; the solution may instead be a replacement or refund without a return, depending on the issue.
5. Product issues and fit
Check the selected character, size, included pieces and age or safety guidance before buying. Product appearance can vary with lighting and displays. Minor differences do not excuse a materially incorrect character, missing accessory, unsafe component, damaged seam or an item that differs significantly from its description. Approximate item weights, where marked, do not include shipping packaging.
Please report an issue by email to info@lorepals.com or through our Contact Us form promptly, ideally in the first seven days after delivery. Seven days is a request for early notification, not a deadline that replaces the 30-day return window or your legal rights. Keep the item and relevant packaging while we review the case.
6. Change-of-mind exclusions
- Items damaged or altered after delivery by the customer, and items showing use inconsistent with a change-of-mind return.
- Personalized or custom-made items, if that restriction was clearly disclosed before purchase.
- Gift cards and items clearly identified as final sale before checkout, where the restriction is lawful.
- A hygiene-sensitive item with a broken seal, only where an actual hygiene seal and the restriction were disclosed before purchase and the law permits the exclusion.
A discount alone does not make an item final sale. None of these exclusions prevents an applicable remedy for an item that is faulty, unsafe, incorrect or materially misdescribed.
7. Exchanges and cancellations
For an exchange, email info@lorepals.com first to check stock and the return procedure. A replacement order may be needed. If you want to change or cancel an order, email info@lorepals.com or use our Contact Us form as soon as possible before dispatch. We will try to stop fulfillment, but a request is not a guarantee. After dispatch, eligible goods can be returned through the process above. This does not restrict cancellation or refund rights that the law provides.
8. Inspection and refunds
We aim to assess a returned item and email the decision within five business days after receipt. An approved refund is issued to the original payment method within five to ten business days after approval. Your payment provider may need additional time to display it. Where a shorter statutory deadline applies, we follow that deadline.
If fifteen business days have passed since approval and the refund is still missing, contact us with the order number. For a partial refund or a proposed alternative remedy, we will explain the amount and basis before proceeding where your agreement is required.
9. Help
For return and exchange requests or help with a return shipment, email info@lorepals.com. For other order and customer-service questions, use the contact details below.
Email us at info@lorepals.com or use our Contact Us form. If you use the form, provide the email address you would like us to reply to. For an existing order, add the order number and checkout email.
Business details appear in Contact Information.