Cancellation policy

We’re really glad you’re here. Truly.

And while we hope you absolutely love your LOHA products, we also believe returns shouldn’t feel awkward, stressful, or like you’re breaking up with us over text.

Here’s how it all works 👇

If you’re shopping with us online in the UK, the law gives you a 14-day cooling-off period.

That means you can cancel your order within 14 days of receiving it, for any reason at all — even if you just changed your mind. No hard feelings.

This applies to:

• One-off purchases

• Subscription orders

To cancel, you can:

• Email us at [hello@weareloha.com], or

• Use the link in your order confirmation email

Once we receive your returned item, we’ll issue your refund within 14 days.

Because our products are hair and beauty items, we can’t accept returns on products that have been opened, used, or where the hygiene seal has been broken — unless there’s a fault.

This is purely for safety reasons (and because no one wants mystery hair products).

👉 If something arrives faulty or incorrect, we’ll absolutely make it right.

If your order isn’t quite right:

• Faulty

• Damaged

• Not what you ordered

Please contact us within 30 days, and we’ll sort a refund or replacement, including return postage. Pinky promise.

We stand by our products — a lot.

That’s why we offer a 180-day money-back guarantee on eligible products, on top of your legal rights.

If you’re not happy within 180 days of delivery:

• Get in touch with us

• Share your proof of purchase for the past 180 days following the recommended usage requirements.

• We’ll walk you through the next steps

This guarantee is extra reassurance, not a replacement for your statutory rights.

When you join one of our subscriptions:

• You’ll receive repeat deliveries at the frequency you choose

• Your payment method is stored securely

• Some subscriptions auto-renew (we’ll always tell you upfront)

You can:

• Change or cancel your subscription any time before your next billing date

• Manage everything through the link in your order confirmation email

If an order has already been processed or shipped, it’ll follow the same returns rules as a normal order.

No hoops. No guilt trips. No “are you sure?” pop-ups five times in a row.

Pre-ordering means you’re reserving something special before it’s ready to ship.

• We may take full or partial payment at checkout

• The rest (if any) is charged before dispatch

You can cancel a pre-order any time before it’s dispatched for a full refund.

Once it’s on its way to you, it follows our standard returns policy.

• Refunds go back to your original payment method

• Shipping costs are refunded where required by law

• Refunds are processed within 14 days of receiving returned items

If you’re ever confused, unsure, or just want a human to talk to — we’re here.

Email us at [hello@weareloha.com]

We’re a brand, yes — but also real people who actually care about you and of course your hair :)