Refund policy

Last updated: 2025-04-01

At LAOCOM, we want you to shop with confidence. This policy explains how returns, refunds, exchanges, and order cancellations are handled.

1) Return Window

You may request a return within 14 days from the date your order is delivered.

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

The following items are not eligible for return:

You may request an order cancellation as follows:

Before shipment: Email support@laocom.com with your order number as soon as possible. If your order has not yet shipped, we will cancel it and issue a full refund to your original payment method.
After shipment: Once an order has shipped, it can no longer be cancelled. You may still request a return within the 14-day return window after delivery, subject to the conditions in this policy.
Response time: We aim to respond to cancellation requests within 1 business day (weekdays 10:00–17:00 GMT).

Approved refunds are issued as follows:

Method: Refunds are made to the original payment method used at checkout (for example, the same credit or debit card or Shop Pay account).
Currency: Refunds are processed in GBP (British Pound Sterling), the currency used for your order.
Store credit / cash: We do not issue refunds to a different payment method, store credit, or cash unless required by law or explicitly agreed in writing by LAOCOM customer support for a specific case.
Partial refunds: Partial refunds may apply only where an item is returned in a condition that reduces its value, or where agreed by customer support for a specific approved case.

If your item arrives defective, damaged in transit, or incorrect (wrong item, size, or colour sent by LAOCOM):

Contact support@laocom.com within 14 days of delivery with your order number, a brief description, and clear photos of the item and packaging.
Wait for return approval and instructions before sending anything back.
After we receive and inspect the item, we will offer a full refund of the product price or an exchange (subject to stock availability), at your choice where applicable.

For eligible defective, damaged, or incorrect items:

Return shipping is paid by LAOCOM once your return is approved.
No restocking fee applies.
Original product price is refunded in full after inspection, unless a partial refund applies due to customer-caused damage not present on arrival.

Return shipping costs depend on the reason for the return:

Defective, damaged in transit, or incorrect item sent by LAOCOM: return shipping is paid by LAOCOM after return approval.
Change of mind, fit preference, or customer ordering error: return shipping is paid by the customer.
We do not provide prepaid return labels for change-of-mind returns.
Original outbound shipping charges are non-refundable unless required by law or the return is due to our error.
No restocking fee is charged on approved returns.

Return address (use only after approval):
LAOCOM Returns, 8 Woodham Park Road, Woodham, Addlestone, Surrey, KT15 3SA, United Kingdom

Email support@laocom.com with your order number and return reason
Wait for return approval and return instructions
Pack the item securely and send it to the return address provided in the approval email

Returns sent without prior approval may be refused.

After your return is received and inspected:

Refunds are issued to the original payment method as described in Refund Method above.

Exchanges are available subject to stock and are generally limited to one exchange request per order. Contact support to arrange an exchange.

This policy applies to purchases delivered within the United Kingdom.

Email: support@laocom.com
Phone: +44 7418 354343
Support hours: Weekdays 10:00–17:00 (GMT)