As our products are shipped from Semporna, Sabah, Malaysia to customers throughout Malaysia, we carefully inspect and pack every order before dispatch.
We want you to receive your order in good condition. If there is an issue with your order, please contact us as soon as possible and we will do our best to assist you.
1. Eligibility for Returns
We accept returns or replacements only in the following circumstances:
You received the wrong item.
You received an item that is damaged upon delivery.
You received a defective product.
Your order is missing an item.
The product received is materially different from the product ordered.
To be eligible for a return or replacement, please contact us within 7 days from the date you received your order.
Requests submitted after this period may not be accepted.
2. Change of Mind
We currently do not accept returns or refunds for change-of-mind purchases, including situations where:
You ordered the wrong item.
You selected the wrong size, colour or variation.
You no longer want the product.
You found the product cheaper elsewhere.
You purchased the wrong quantity.
You simply changed your mind after placing the order.
Because our orders are shipped from Semporna, Sabah, return shipping costs can be significant. For this reason, customers are encouraged to carefully review their order details before completing payment.
3. Damaged Items
If your parcel arrives damaged, please contact us within 7 days of receiving your order.
For damaged parcels, please provide:
Your order number
Your name
Photos of the damaged product
Photos of the packaging
Photos of the shipping label
A short description of the damage
If possible, please retain the original packaging until the matter has been resolved.
We may request additional information, photographs or videos to assess the condition of the product.
4. Wrong or Missing Items
If you receive an incorrect item or an item is missing from your order, please contact us within 7 days of receiving your order.
Please provide:
Order number
Photo of the item received
Photo of the shipping label
Photo of the packaging
Description of the missing or incorrect item
If the issue is confirmed to be caused by an error on our part, we will arrange an appropriate replacement or refund.
5. Defective Products
If you believe that your product is defective, please contact us within 7 days of receiving your order.
Depending on the nature of the defect, we may:
Replace the product;
Provide a partial refund; or
Provide a full refund.
The appropriate resolution will depend on the nature and severity of the issue.
6. Products That Cannot Be Returned
For hygiene, safety, quality-control or other practical reasons, certain products may not be eligible for return once opened, used or damaged after delivery.
Returns may be rejected if the product:
Has been used;
Has been washed or altered;
Has been damaged after delivery;
Is missing its original packaging or accessories where applicable;
Is incomplete;
Shows signs of misuse;
Is returned without prior approval from LOLL.
This does not affect any rights you may have under applicable Malaysian laws.
7. Return Approval
Please do not send any item back to us without contacting us first.
All returns must be approved by LOLL before the item is shipped back.
Once your return request has been approved, we will provide you with the relevant return instructions.
Returns sent without prior approval may not be accepted.
8. Return Shipping Costs
Where the mistake is ours
If the return is required because:
We sent the wrong item;
The item was defective;
The item arrived damaged; or
An item was missing from the order;
LOLL will arrange an appropriate solution and, where applicable, cover reasonable return shipping costs.
Change of mind
As stated above, we do not generally accept change-of-mind returns.
If an exception is approved by LOLL, the customer may be responsible for the applicable return shipping costs.
9. Refunds
If a refund is approved, the refund will generally be issued through the original payment method used for the order, where technically possible.
Depending on the payment provider, bank or payment method, the time required for the refund to appear in your account may vary.
LOLL is not responsible for delays caused by banks, payment gateways or other financial institutions after the refund has been successfully processed by us.
10. Partial Refunds
In certain circumstances, we may offer a partial refund instead of requiring a return.
This may apply where:
The product has a minor defect;
The packaging is damaged but the product remains usable;
A minor item or accessory is missing; or
The issue does not materially affect the use of the product.
The amount of any partial refund will be determined based on the circumstances of the case.
11. Exchanges
Where appropriate, LOLL may offer an exchange for the same product or an alternative product of equivalent value.
If the replacement item has a higher value, the customer may be required to pay the price difference.
If the replacement item has a lower value, the difference may be refunded or otherwise handled at LOLL’s discretion.
12. Delivery Issues
Once an order has been handed over to the courier, delivery is subject to the courier’s delivery network and operating conditions.
As our orders are shipped from Semporna, Sabah, delivery times may vary depending on the destination, courier service, weather, public holidays, peak periods and other circumstances beyond our control.
If your parcel is delayed, please contact us and we will assist in checking the shipment status with the relevant courier.
A delivery delay by itself does not automatically qualify an order for a refund.
13. Lost Parcels
If your parcel is confirmed by the courier as lost in transit, please contact us.
We will work with the relevant courier to investigate the shipment and determine the appropriate resolution.
Depending on the circumstances, we may provide:
A replacement shipment; or
A refund.
The resolution will depend on the outcome of the courier investigation and the circumstances of the order.
14. Incorrect Delivery Address
Customers are responsible for providing accurate delivery information during checkout.
Please carefully check your:
Name
Contact number
Delivery address
Postcode
State
before completing your order.
If an order is returned to us because an incorrect or incomplete address was provided by the customer, additional shipping charges may apply if the customer requests the order to be resent.
15. Order Cancellation
Orders may be cancelled only before they have been processed or handed over to the courier.
Once an order has been packed or shipped, cancellation may no longer be possible.
If you wish to cancel an order, please contact us as soon as possible and provide your order number.
16. Sale and Promotional Items
Unless otherwise stated, promotional and sale items are subject to the same return and refund conditions stated in this policy.
Certain promotional items may be specifically marked as non-returnable or non-refundable.
Any applicable conditions will be stated on the relevant product or promotional page.
17. Free Gifts, Vouchers and Promotions
Where a promotional offer includes a free gift, voucher, discount or free shipping benefit, the promotional benefit may be affected if the order is cancelled, refunded or returned.
For example, if a refund causes the order to no longer meet the minimum spending requirement of a promotion, LOLL may adjust the refund amount or promotional benefit accordingly.
18. How to Request a Return or Refund
To request a return, replacement or refund, please contact us with the following information:
Order Number: Name: Contact Number: Reason for Request: Photos / Videos (if applicable):
Our customer service team will review your request and provide further instructions.
19. Review and Approval
All return, replacement and refund requests are subject to review.
LOLL reserves the right to request additional information or evidence before approving a request.
We will assess each case fairly based on the circumstances of the order and the condition of the product.
20. Consumer Rights
Nothing in this Refund & Return Policy is intended to exclude, restrict or limit any rights or remedies that you may have under applicable Malaysian laws.
Where applicable, your statutory rights as a consumer will continue to apply.
21. Changes to This Policy
LOLL may update this Refund & Return Policy from time to time.
Any changes will be published on this page with the updated Last Updated date.
22. Contact Us
If you have any questions regarding our Refund & Return Policy, please contact us:
LOLL
Website: https://loll.com.my
Email: admin@loll.com.my
WhatsApp: (+60) 11 -3929 2958
Business Address:
Lot 6A, Level 1, Seafest Square, Jln Kastam, Pekan Semporna, 91308 Semporna, Sabah
