Refund Policy

Last Updated: November 02, 2025

At Loboza, we strive to provide exceptional quality travel gear, including backpacks, duffle bags, laptop bags, travel bags, and chest bags, crafted with premium materials like Cordura fabric and YKK zippers for durability and style. Our Refund Policy is designed to ensure transparency, fairness, and compliance with Google Merchant Center (GMC) guidelines, Google Ads policies, and standard eCommerce best practices. This includes clear eligibility criteria, processing timelines, and shipping responsibilities to avoid any misleading representations in product listings or advertising.

We process refunds for eligible returns to maintain customer satisfaction while minimizing waste and supporting our commitment to sustainable practices. Refunds are limited to the original purchase price (excluding shipping fees unless specified) and are issued only after verification. Please review this policy carefully before making a purchase, as it forms part of our overall Terms of Service.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria, in line with GMC's requirements for accurate return information:

  • Time Frame: Requests must be submitted within 30 days of the delivery date (confirmed via tracking). Late requests may be considered on a case-by-case basis but are not guaranteed.
  • Product Condition: Items must be returned in their original, unused condition with all tags, labels, packaging, and accessories intact. Any signs of wear, washing, or alteration may result in denial.
  • Reason for Return: Refunds are available for:
    • Manufacturing defects (e.g., faulty zippers, seam tears, or material flaws) – provide photo/video evidence or a detailed description for verification.
    • Non-defective returns (e.g., change of mind) – accepted at our discretion.
  • Order Value: Applies to full orders or individual items; partial refunds for multi-item orders.

Important Notes:

  • Custom, personalized, or made-to-order items (e.g., engraved bags) are non-refundable unless a confirmed manufacturing defect occurs.
  • All returns must comply with local consumer protection laws (e.g., Pakistan's Consumer Protection Act) and international standards for cross-border sales.

For GMC and Google Ads compliance, our product listings accurately reflect these terms, ensuring no deceptive practices.

2. Non-Refundable Items and Exceptions

The following are ineligible for refunds to align with eCommerce standards for product integrity:

  • Custom-designed or personalized products (unless defective).
  • Items damaged due to customer misuse, improper care, or unauthorized modifications (e.g., exposure to extreme conditions beyond normal use).
  • Products purchased during promotional sales, flash deals, or clearance events (final sale unless defective).
  • Digital items, gift cards, or perishable accessories (if applicable).
  • Shipping costs, unless the return is due to our error (e.g., wrong item shipped).

If an item arrives damaged in transit, contact us immediately with evidence – we may cover return shipping and issue a full refund or replacement at no extra cost.

3. Refund Process

Follow these steps for a smooth experience, as outlined in our GMC-approved policy:

  1. Submit a Request:
    • Email care@loboza.com within 30 days of delivery.
    • Include: Order number, item details, reason for return, and supporting evidence (photos/videos for defects).
    • We'll acknowledge receipt within 1 business day.
  2. Review and Approval:
    • Our team will inspect details (remotely via evidence or upon return) and notify you of approval/denial within 3-5 business days.
    • If approved, we'll provide a prepaid return label (if due to our error) or return instructions.
  3. Return the Product:
    • Pack securely in original packaging to prevent damage.
    • Ship to: LOBOZA (SMC-PRIVATE) LIMITED, Mughal Market, Bhanywali Rd, Perochak, Daska, Sialkot 51310, Pakistan.
    • Shipping Responsibility: Customer pays return shipping unless the return is for our error (e.g., defect or incorrect order). Use tracked services for proof of shipment.
    • Do not ship without approval to avoid delays.

We recommend insuring high-value returns. Unauthorized returns will not be processed.

4. Refund Timeline and Method

  • Inspection: Upon receipt (allow 5-7 business days for international shipping), we'll inspect within 2-3 business days.
  • Processing: Approved refunds are issued within 10 business days of inspection.
  • Method: Credited to the original payment method (e.g., credit card). Bank processing may add 3-5 days; digital wallets are faster.
  • Partial Refunds: Deductions for original shipping (if applicable) will be clearly itemized.

For Google Ads transparency, we disclose these timelines in promotions to set realistic expectations.

5. Late or Missing Refunds

If your refund doesn't appear within the stated timeline:

  • Verify with your payment provider (e.g., bank statements or card app) for processing delays.
  • Allow up to 14 additional days for international transactions.
  • If unresolved, contact us at care@loboza.com with transaction details – we'll investigate and resolve promptly.

We track all refunds for audit purposes to ensure compliance with eCommerce regulations.

6. Exchanges and Replacements

While this policy focuses on refunds, we offer exchanges for size/color issues or defects (subject to availability). Follow the same process, and specify your preferred replacement. Shipping for exchanges may be covered for defects.

7. Policy Changes

We reserve the right to update this policy to reflect legal changes or business needs, with notice via our website or email. Continued use post-update implies acceptance.

Contact Information

For questions, support, or to initiate a return:

  • Company Name: LOBOZA (SMC-PRIVATE) LIMITED
  • Email: care@loboza.com
  • Address: Mughal Market, Bhanywali Rd, Perochak, Daska, Sialkot 51310, Pakistan

We appreciate your understanding and value your business. If you have feedback on this policy, we'd love to hear it to improve your Loboza experience. Thank you for choosing products built in Sialkot for journeys beyond.