Returns
Our return window is 14 days from the delivery date. To start a return, contact support and include your order number and reason.
If the product does not arrive on time, we will issue a full refund.
Return method
Return method is Return by Mail. After approval, we provide return instructions and the return address.
To be eligible for a return
Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Partial refunds (if applicable)
There are certain situations where only partial refunds are granted (if applicable):
- Software
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@long-cz.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@long-cz.com.
Shipping
Return shipping fee is paid by the customer and is non-refundable.
Return fee is calculated by destination country and package weight.
Formula: Return fee = ceil(weight in grams / 100) × $20× country coefficient.
- Base rate: $20 per each 100g block
- Country coefficient is applied based on return destination and carrier zone (for example, 1.00, 1.15, 1.30, etc.)
- Weight is rounded up to the next 100g block (e.g. 101g = 2 blocks)
Example: 350g package with coefficient 1.15 → ceil(350/100) × 20 × 1.15 = 4 × 20 × 1.15 = $92.
Depending on your country, return transit times and carrier services can vary. We recommend trackable shipping and shipping insurance for high-value returns.
Applicable countries
Returns are accepted internationally. Applicable countries and routing are aligned with our shipping coverage. For current regions, please see Shipping & Delivery.