Refund policy

At leouyu, customer satisfaction sits at the core of everything we do. Every product goes through careful checks and is manufactured following global quality benchmarks. We highly recommend shoppers thoroughly read product details including size specifications, color display and style features before submitting an order. Should your purchase not live up to your expectations, our support team is ready to assist you.

1. Cancellation & Processing Time

  • Order Cancellation:
    You may request to cancel your order within 24 hours of placing it, provided that the order has not yet been shipped. Complete refunds can be granted for cancellation requests submitted within this window before dispatch.
    Once an order moves into shipping preparation or has been sent out, cancellation will no longer be possible.
  • Order Processing:
    All orders will be processed and shipped within 48 hours (2 business days) after payment is confirmed. A confirmation email containing your tracking information will be sent once goods are dispatched.

2. Returns

Return requests can be submitted within 30 days after you receive your parcel. To qualify for return service, all requirements below must be satisfied:

  • The item(s) must be in original, unused condition, with all original packaging and tags intact.
  • A proof of purchase (order number or receipt) must be provided.
  • For damaged or defective items, please provide a detailed description and clear photos of the issue.

❌ Non‑returnable items include:

  • Personalized/custom‑made products
  • Clearance items or purchases made with gift cards or store credit
  • Items with visible signs of use, including stains, scent (e.g., perfume), deformation, or damaged packaging

3. Refunds

Refund applications can be submitted within 30 days upon receipt of goods under the scenarios listed below:

✅ Eligible Refund Conditions:

Full refund applies when goods present obvious quality defects such as:

  • Physical damage or broken components
  • Missing or incorrect parts
  • Non‑functional or defective operation
  • Obvious manufacturing defects
  • In such cases, you do not need to return the product, and a full refund will be issued.

🤝 Refunds for Personal Reasons:

When no quality defects exist and you wish to return due to personal preference such as wrong size or changed mind, two solutions are available:

  1. Full refund — if you cover the return shipping cost.
  2. Partial refund (20–50%) — if you prefer to keep the item.

Note: Clearance or discounted items with quality defects are eligible for a full refund.

We will send you notification of approval or rejection once your returned parcel is received and inspected. If approved, funds will be sent back to your original payment method within 7–10 business days, subject to your payment provider’s processing rhythm.
If your original payment account is no longer available, please get in touch with us ahead of time.

4. Exchange Policy

Complimentary replacement service is only offered for goods that arrive damaged or with factory defects.

  • If you want to make an exchange out of personal preference, please contact us within 60 minutes of placing your order at support@leouyu.com.
  • For exchanges requested within 7 business days of receiving your order, please email us and we will provide the best solution.

5. Return Shipping

The steps to start your return or exchange process:

  • Please email support@leouyu.com with your order number, reason for return/exchange, and relevant supporting materials (e.g., photos).
  • We will provide the nearest return address and further instructions.
  • 🚚 Shipping Costs:
  • All shipping fees are non‑refundable
  • Return shipping costs are the responsibility of the customer
  • For items over $10, we strongly recommend using a trackable shipping method

    Return Address: SELLONLINE RETAIL LIMITED · 45 W 34th St, New York, NY 10001, United States


6. Lost or Undelivered Packages

When tracking status shows “Delivered” but you never receive your parcel:

  • Send us your tracking number, proof of non‑delivery, post office stamps or other related documentation.
  • Our team will launch an investigation and offer support for locating parcels or processing compensation accordingly.

7. Contact Us

Should you hold any inquiries regarding our Return & Refund Policy, feel free to reach our customer support via support@leouyu.com.
Our working hours are Monday–Friday, 9:00 AM–5:00 PM (EST), and we strive to reply within 1 business day.

Last Updated: August 2026