Lowheads Buyer Protection & Return Policy

Lowheads Buyer Protection & Return Policy

 

Please send all disputes, inquiries and questions to: support@lowheads.com

Current Response time: 24-48 hours

Lowheads provides Buyer Protection to ensure fair outcomes for both customers and brands on our marketplace. The protections outlined below apply only to the circumstances described.

Late Shipping

Products are eligible for a full refund of the product purchase price upon customer request if:

  • The order does not have an active tracking number

  • By the end of the disclosed “Ship Within” timeframe, plus one (1) additional week of lead time, as stated on the product page

Refund eligibility applies only to delays that exceed the stated shipping window.

Misleading Representation

Products that materially differ from their product description or displayed images may be eligible for a full refund of the product purchase price.

  • Photo evidence is required

  • A dispute must be submitted within 10 days of the delivery date

Normal variations in color, texture, or fit that are reasonably expected from photography, production methods, or materials do not qualify as misleading representation.

Damaged or Lost Packages

Damaged in Transit
Packages that arrive damaged are eligible for a full refund of the product purchase price, provided that:

  • Photo evidence is submitted

  • A dispute is opened within 10 days of the delivery date

Lost Packages
Lost package claims must meet the following criteria:

  • Tracking information must support the claim

  • A dispute must be opened within 90 days of the original shipment date

If a package cannot be located within a reasonable timeframe, a refund will be issued.

Lowheads does not cover packages that are marked as successfully delivered by the carrier and later reported as lost or stolen.

Size Exchanges

Orders are eligible for size exchanges only, subject to availability.

  • The original product and requested replacement size must be available on Lowheads

  • Returned items must be in “as new” condition with original tags attached

  • Exchange requests must be submitted within 10 days of delivery

Customers are responsible for a $5 return shipping fee.
Lowheads will cover the cost of shipping the replacement size.

If the requested replacement size becomes unavailable or the product is no longer in stock, the original sale will be considered final.

International Orders

Duties & Refused Shipments

All international orders are shipped Delivered Duties Unpaid (DDU) unless otherwise stated.
Customs duties, taxes, and import fees are not included at checkout and are the sole responsibility of the customer.

If an international shipment is refused, unclaimed, or returned due to unpaid duties or taxes:

  • The order is not eligible for a refund

  • Original shipping costs are non-refundable

  • Any return shipping, customs fees, or carrier charges incurred will not be covered by Lowheads

If return-related costs equal or exceed the value of the order, no refund will be issued.

Packages that are abandoned, destroyed, or not returned to Lowheads by the carrier or customs authorities due to unpaid duties are not eligible for a refund under any circumstances.

By placing an international order, the customer acknowledges and accepts responsibility for all applicable import duties, taxes, and fees.

Final Sale

All orders that do not qualify under the Buyer Protection categories listed above are considered Final Sale.