Return & Exchange Policy

Return & Exchange Policy — at a glance

Loyi accepts returns and exchanges only for items that arrive damaged, defective, leaked, or incorrect. Report the problem within 48 hours (2 days) of delivery with clear photos or an unboxing video, and keep the product unused in its original packaging. Approved claims are resolved with a replacement (subject to stock) or a store credit/coupon equal to the product value — Loyi does not offer cash refunds or bank transfers.

At Loyi, customer satisfaction is our priority. We deliver high-quality products and aim for a smooth shopping experience across Pakistan. If you receive a damaged, defective, or incorrect item, we're here to help.

Who qualifies for a return or exchange?

You qualify only when your order arrives with a problem. We accept a return or exchange when all of the following are true:

  • You received a damaged, defective, leaked, or incorrect product.
  • You submit the claim within 48 hours (2 days) of receiving the order.
  • You provide clear photos or an unboxing video showing the issue and the parcel's condition, so our team can verify it.

What condition must the product be in?

To be approved, the returned product must be unused and complete. Specifically, it must:

  • Be unused, unopened, and in original condition.
  • Include the original packaging, seals, labels, and invoice.
  • Reach our warehouse within 15 days of the delivery date, after the support team approves your claim.

How returns are inspected and resolved

Every returned product is inspected by our Quality Assurance team as soon as it arrives. Once your return is approved, you receive either a replacement product (subject to stock) or a store credit/coupon equal to the product value.

What can't be returned

For hygiene and safety reasons, the following are not eligible for return or exchange:

  • Opened or used products.
  • Products damaged by misuse, improper storage, or mishandling by the customer.
  • Orders returned without prior approval from customer support.
  • Change of mind, personal preference, allergic reactions, or dissatisfaction with texture, fragrance, or results.

Who pays for return shipping?

You are responsible for securely packaging and safely delivering returned items. Please use a reliable courier — Loyi isn't responsible for items lost or damaged in return transit.

How are approved claims compensated?

Loyi does not issue cash refunds or bank transfers. Every approved claim is compensated with a replacement or a store credit/coupon equal to the product value.

How to start a claim

Contact Loyi customer support with your order number and your supporting photos or unboxing video. Our team will verify the issue and confirm your replacement or store credit.

Frequently asked questions

How long do I have to request a return or exchange?

Within 48 hours (2 days) of receiving your order. Claims submitted after this window can't be accepted.

What qualifies for a return or exchange?

Only damaged, defective, leaked, or incorrect items qualify. Loyi does not accept returns for any other reason.

What do I need to submit a claim?

Your order number plus clear photos or an unboxing video showing the issue and the parcel's condition, so our team can verify your claim.

What condition must the product be in?

Unused, unopened, and in original condition, with the original packaging, seals, labels, and invoice included.

How long do I have to send it back after approval?

Within 15 days of the delivery date, after the support team approves your claim. Returned items must reach our warehouse inside that window.

Do you offer cash refunds or bank transfers?

No. Approved claims are compensated with a replacement (subject to stock) or a store credit/coupon equal to the product value — never cash or a bank transfer.

Which items can't be returned?

Opened or used products; items damaged by misuse, improper storage, or mishandling; orders returned without prior approval; and returns for change of mind, personal preference, allergic reactions, or dissatisfaction with texture, fragrance, or results.

Who pays for return shipping?

The customer. Please use a reliable courier, as Loyi isn't responsible for items lost or damaged in return transit.

How will I know my return is approved?

After your item reaches the warehouse and passes Quality Assurance inspection, our support team confirms your replacement or store credit.

How do I contact support?

Call Loyi support at +92 326 8485006, Monday–Saturday, 10:00 am – 6:00 pm. Have your order number and clear photos or an unboxing video ready.

Need help?

Contact Loyi customer support with your order number and your photos or unboxing video, and we'll take it from there.

Last updated: June 2026.

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