Our Protection
Shop with confidence knowing your purchase is protected
Secure Payments
Every purchase on Lhoop is protected by our secure escrow system. Your payment is held safely until you confirm you've received the item as described.
What's Covered
• Item not as described: If the item doesn't match the listing description, photos, or stated condition
• Item not received: If the seller doesn't ship or the item never arrives
• Damaged in transit: If the item arrives damaged and wasn't properly packaged
• Wrong item sent: If you receive a completely different item than what was listed
How to Report an Issue
Contact the Seller First
Many issues can be resolved directly with the seller through messaging.
Open a Case
If you can't resolve it with the seller, open a case within 3 days of delivery.
Provide Evidence
Upload photos and describe the issue. Our team will review and respond within 48 hours.
Resolution
We'll mediate and, if needed, issue a refund or partial refund.
Refund Policy
If your case is approved, you'll receive a full refund to your original payment method within 5-7 business days.
In some cases (e.g., minor discrepancies), we may offer a partial refund with your agreement.
What's Not Covered
• Normal wear and tear accurately described in the listing
• Buyer's remorse or change of mind
• Size or fit issues (unless measurements were misrepresented)
• Damage caused after delivery
Need Help?
Our support team is here to help. Contact us through the Help Center or email support@lhoop.com.au