Refund policy
We have a 30-day return policy. You have 30 days after receiving your order to request a return.
Return Eligibility
To be eligible for a return, the item must be unused, unopened, and in the same condition in which it was received. It must also be returned in its original packaging. Proof of purchase is required.
To request a return, contact us at hello@byloweandco.com and include your order number and reason for the return.
Approved returns should be sent to:
L O W E & Co.
1717 N Street NW, Suite #1
Washington, DC 20036
Items returned without prior authorization will not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
If we provide a prepaid return label for an ordinary return, the cost of that label will be deducted from the refund. Original shipping charges are nonrefundable unless the return results from our error. We do not charge a restocking fee.
Damages and Issues
Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us within 7 days of delivery at hello@byloweandco.com.
Include your order number and photographs of the item and packaging so we can evaluate the issue and make it right.
Exceptions and Nonreturnable Items
We cannot accept returns for:
- Items that have been used, opened, burned, marked, altered, or damaged after delivery
- Opened candles, room fragrances, or other scent products
- Matches or other products classified as hazardous or flammable for return shipping
- Customized or personalized products
- Sale or clearance items
- Gift cards
Contact us before returning an item if you have questions about its eligibility.
Exchanges
The fastest way to exchange an item is to request a return. Once the return is accepted, place a separate order for the replacement item.
Refunds
We will notify you after receiving and inspecting your return and let you know whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or credit-card company may require additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, contact us at hello@byloweandco.com.
