Frequently Asked Question

04. How to request for a refund

Last Updated 5 months ago


At Lokein, we take it seriously in terms of Money Back Guarantee and Refund.

Our policy is valid for a period of 10 calendar days from the date of the purchase. If you receive your order and are not satisfied for any reason you can return the product for a refund. You also can request for a refund if you do not receive your item within 10 days of purchase. If the period of 10 days has lapsed or you have click on “Item Received” on the purchase, we can’t, unfortunately, offer you a refund. So use this 10 days wisely. You can learn more at Lokein Money Back Gurantee on how the 10 days work.
In order to have a refund, the "Return and Refund Process" must be valid. There are 2 types of issues:
  1. Item not received - Within 10 days, when you still not receive your purchase, go to:
    • My Account and click "Purchase History" and find the order number that you wanted to initiate a refund.
    • Tap on "Open Case" and send your inquiry or details of the issue.
    • Tap on "Refund" and send your inquiry or details of the issue to refund.
    • Wait for a response from the seller. Seller will have 48 hrs to response to your case.
    • If a seller response, we will monitor the response between you and the seller. We will monitor the shipment tracking number and make decision based on that. Seller have 3 days maximum from date of purchase to ship your item and if the seller ship your item after 3 days, and on the 10th day, there is still no delivery status shown "delivered" and you still not received your item, we will close the case and issue the refund to you. A necessary action will be taken to the seller.
    • If a seller do not response within 48hrs or shipment tracking number didn't show any details after the 10th days or no delivery status shown as "delivered" in the tracking number details after the 10th days, we will close the case and issue you a full refund. A necessary action will be taken to the seller.
    • Refund will be issued to your Bank Account. We will send you an email after the case is completed with a resolution that you are eligible for a refund. You then need to fill up a form (we will send you an email with a link to the form) in order for us to process your refund.
    • Refund will be available in your bank account within 1-3 business days after a case is completed with a resolution that you are eligible for a refund.
  2. Item not as describe - Within 10 days, when you have received and inspect your purchase but you not satisfied with it, go to:
    • My Account and click "Purchase History" and find the order number that you want to initiate a refund.
    • Tap on "Open Case" and send your inquiry or details of the issue.
    • Tap on "Refund" and send your inquiry or details of the issue to refund.
    • Wait for a response from the seller. Seller will have 48 hrs to response to your case.
    • If a seller response, we will monitor the response between you and the seller. If seller agrees on a return, you have 3 days maximum to ship back the item to seller. Seller have 4 days to receive the return item after you have ship back the return item to seller. On the 7th day, if there is still no delivery status for the return, we will contact both party and asking for the proof of shipment to track the return. We will decide the case outcome depending on the return tracking details and the condition of the return item receive by seller. If the result shown seller already received the return, we will issue the full refund to you. But if the tracking did't show any result, case will closed on seller favor and the payment will be released to the seller.
    • If a seller do not response within 48hrs to approve the return request, we will close the case on your favor and issue you a full refund. A necessary action will be taken to the seller. You no longer need to ship back the item received.
    • Refund will be issued to your Bank Account. We will send you an email after the case is completed with a resolution that you are eligible for a refund. You then need to fill up a form (we will send you an email with a link to the form) in order for us to process your refund.
    • Refund will be available in your bank account within 2-3 business days after a case is completed with a resolution that you are eligible for a refund.

PLEASE MAKE SURE THE "RETURN & REFUND PROCESS" IS VALID IN ORDER TO HAVE REFUND *To have a VALID "Return & Refund Process", user need to click on "Open Case" and "Refund" in the Purchase History (Orders) page. If the "Return and Refund Process" is not valid, we can't process your refund request. In situation where user only click "Refund" but do not click "Open Case", the user have 48hrs to click "Open Case" in order for the "Return and Refund Process" to be validated. We will cancel your refund request if the "Return and Refund Process" is NOT valid i.e. after 48hrs the "Return and Refund Process" is still not being validated.


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