Our 30-day return policy

For most standard, non-personalised products, you may request a return within 30 calendar days after delivery. To qualify under this voluntary policy, the item must be unused, uninstalled and in substantially the same condition in which it arrived, with original accessories and packaging where reasonably possible.

To start a return, email longwin@longwinshop.com before sending anything. Include your order number, the item you wish to return and the reason. We will provide return instructions and the correct return address.

How to make a return

Return parcels must be sent within 14 calendar days after we approve the return or, for statutory cancellations, within the period required by applicable law.

Damaged, defective or incorrect items

Please inspect your order on arrival. If an item is damaged in transit, defective, materially different from its description or not what you ordered, contact us as soon as reasonably possible. For faster handling, we recommend reporting visible transit damage within 7 days, but this request does not limit any statutory rights.

Include your order number, a description of the issue, clear photographs of the item, the outer parcel, inner packaging and shipping label, and a short video where the problem cannot be shown in a photo. Keep the item and packaging until we finish reviewing the claim.

Where the claim is valid, we will provide an appropriate remedy—such as replacement, repair, price reduction or refund—and cover reasonable return costs where required by law. Do not destroy or return the item until we give instructions.

Items that cannot be returned under our voluntary policy

• Personalised, engraved, monogrammed or made-to-order products;
• Gift cards, digital products or downloadable content;
• Items marked final sale where such an exclusion is permitted by law;
• Items that have been used, installed, altered, washed or damaged after delivery;
• Items missing essential parts or returned in a condition that makes resale unreasonable.

These exclusions do not apply where an item is faulty, misdescribed or where applicable law provides a non-waivable right to cancel or claim a remedy. A personalised item is not excluded merely because it is faulty.

Return shipping and international charges

For a voluntary change-of-mind return, you are responsible for return shipping and any related customs paperwork, unless we agree otherwise or applicable law requires us to pay. Original express-shipping upgrades are not refundable except where required by law.

Use a tracked service and declare the parcel as “returned goods” where permitted. Do not send a return cash-on-delivery. We are not responsible for a return lost before it reaches the authorised return location, except where we supplied the return service or applicable law places that risk on us.

If import charges are caused by inaccurate return documents or an unauthorised return method, we may deduct the actual charge from the refund where the law permits.

Refunds

After receiving and inspecting the return, we will notify you of the outcome. Approved refunds are issued to the original payment method. Under our voluntary policy, we normally initiate the refund within 5 business days after approval. Your bank or payment provider may take an additional 5–10 business days to display it.

For a standard change-of-mind return outside a statutory cancellation right, original delivery fees are not refundable. If the item shows use or damage beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect diminished value where permitted by law.

If a refund is required under mandatory consumer law, the legally required scope and timing apply. This may include refunding standard outbound delivery charges for qualifying EU/EEA or UK cancellations.

Exchanges

Because international stock and shipping times vary, the fastest way to obtain a different standard item is usually to return the original item and place a new order. Contact us first; where practical, we may arrange a direct exchange. Price differences and new delivery charges may apply to change-of-mind exchanges.

If we sent the wrong item or the item is defective, we will arrange the appropriate replacement or other remedy without charging you costs that applicable law requires us to bear.

EU/EEA and United Kingdom cancellation rights

If you are a consumer in the European Union, European Economic Area or United Kingdom and the statutory distance-selling rules apply, you generally have the right to cancel an eligible online purchase without giving a reason within 14 days after receiving the goods. If one order is delivered in separate parcels, the period generally starts when the last eligible parcel is delivered.

Notify us clearly before the cancellation period expires. You then generally have 14 days to send the goods back. You may inspect the item as you would in a shop, but you may be responsible for diminished value caused by handling beyond what is necessary to establish the item’s nature, characteristics and functioning.

Unless we offered to pay, you normally bear the direct cost of returning a change-of-mind cancellation if we informed you of that cost in advance. We will refund eligible payments, including the cost of standard outbound delivery where required, no later than the applicable legal deadline. We may wait until we receive the goods or evidence that you sent them back, where the law permits.

The statutory cancellation right may not apply to personalised or made-to-specification goods and certain other legally exempt items. It remains separate from your rights when goods are faulty or misdescribed.

Other local consumer rights

Consumers in some countries have mandatory guarantees, cooling-off periods or remedies that are more favourable than this policy. Nothing here excludes, limits or replaces rights that cannot lawfully be waived. Where this policy conflicts with mandatory local law, the mandatory law prevails.

Contact us before returning anything