Refund policy

30-Day Refund Policy

We want you to love what you ordered. If something isn't right, we're happy to help. If you're not satisfied with your purchase, you may request a return within 30 days of your delivery date.

All returns must be authorized before being sent back. Please email support@tryloui.com with your order number and the reason for your return, and we'll walk you through next steps and provide the correct return address.

Returns sent back without prior authorization, or to any address not provided by our team, cannot be processed or refunded.

Please note all Toilet Stools are final sale and are not eligible for returns or exchanges. 

Return Shipping

Customers are responsible for return shipping costs. Original shipping fees are non-refundable, and refunds are issued for the product total only.

We recommend using a tracked service, as we're unable to issue a refund for returns that don't arrive. Items remain the customer's responsibility until received at our warehouse.

Final Sale

The following are final sale and not eligible for return or exchange:

• Toilet stools
• Discounted or clearance items
• Gift cards

Exchanges

We're currently unable to offer exchanges. If you'd like a different scent or product, please request a return and place a new order once approved.

Damaged or Incorrect Items

If your order arrives damaged or you've received the wrong item, please email support@tryloui.com within 7 days of delivery with your order number and a photo. We'll make it right at no cost to you.

Refund Processing

Once your return is received and inspected, we'll notify you by email and process your refund within 5 business days. Refunds are issued to the original payment method, and your bank or card provider may take a further 5 to 10 business days to post it.