Refund policy

30-Day Money-Back Guarantee for Any Reason

Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of purchase, excluding Corporate purchases/bulk orders, which may not be refundable. (Note: Ordering more than 10 units of a product will be considered a bulk order.）Once the returned item arrives back in Longtoo’s warehouse for inspection, the refund process will begin.

  • Returns must include all accessories ( Example : When returning products purchased in the "Buy One, Get One for Free" promotion, you must return both products. )
  • Items must include original packaging
  • For non-quality related warranty claims, buyer is responsible for shipping costs
  • For non-quality related warranty claims, Longtoo refunds the cost of the product itself
  • Returns may be rejected if items do not meet the above requirements

How do I return an item?

  • Please reach out to Longtoo customer support to initiate a return. Please state the reason for return and provide an invoice or screenshot to confirm the order number.
  • Longtoo support will share the corresponding return address with you within 24 working hours.
  • For the refund to be processed in a timely manner, please be sure to send a return notification to Longtoo with the following information:
  1. Name of the courier
  2. Tracking number

How long does it take to get a refund?
Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-5 working days.

Warranty claims for quality-related problems

All quality-related defects in products sold directly by Longtoo are covered by a warranty that starts on the date of purchase (the specific product warranty period will be indicated on the product details page)

Longtoo's limited warranty is limited to the country of purchase. The limited warranty is not valid for products purchased in a country other than the country in which they were purchased or for products shipped directly from an authorised online shop to a country other than the country in which they were purchased.

For warranty claims related to quality, in the case of missing or partially damaged accessories, a replacement for the missing or damaged item will be shipped, otherwise a new product will be sent. If a replacement cannot be provided or the product stock is depleted, Longtoo will provide a partial refund based on how long the item has been in use.

The warranty period for all replacement products will be the same as the warranty period for the original defective product, or within 3 months of replacement, whichever is longer. A full refund will void the product warranty.

Process:

  • Buyer must provide sufficient proof of purchase
  • Longtoo must document what happens when buyers troubleshoot the product
  • The defective item’s serial number and/or visible proof depicting the defect are required
    It may be necessary to return an item for quality inspection
  • For defective items that Longtoo needs to have returned, warranties on those replacements are voided if the wrong item is returned to Longtoo or if the defective item is not returned.

Valid proof of purchase:

  1. Order number from online purchases made through Longtoo
  2. Sales invoice

Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 90-day warranty claim request period, whichever is longer.

Shipping costs must be covered by buyer in the following situations:

  • Returning products for any reason other than a proven defect
  • Warranty claims on items taken outside the original country of purchase
  • Buyer’s accidental returns
  • Returning personal items
  • Returning items claimed to have defects but found by Longtoo quality control to be in working condition
  • Returning defective items in international shipping
  • Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Not Covered Under Warranty:

  • Products without sufficient proof of purchase
  • Lost or stolen products
  • Items that have expired their warranty period
  • Non quality-related issues (after 30 days of purchase)
  • Free products
  • Repairs through 3rd parties
  • Damage from outside sources
  • Damage from misuse of products (including, but not limited to: falls, extreme temperatures,, operating improperly)
  • Purchases from unauthorized resellers

When returning items with a prepaid shipping label provided by Longtoo, Longtoo takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. Longtoo does not provide refunds for items damaged in transit for non-quality related warranty claims.