Refund policy

At Lourenne, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Refund Policy below.

1. Defective, Damaged, or Incorrect Items

If you receive a product that is defective, damaged during transit, or incorrect, please contact us within 7 calendar days of delivery.

To process your request, we may require:

• Your order number

• A description of the issue

• Clear photographs or videos showing the defect or damage

After reviewing the information provided, we may offer a replacement, repair, store credit, or refund, depending on the circumstances.

If the issue is confirmed to be the result of our error, Lourenne will cover any applicable replacement shipping costs.

2. Returns Due to Change of Mind

Customers may request a return within 14 calendar days of receiving their order.

To qualify for a return, the item must:

• Be unused and unworn

• Be in its original condition

• Be returned with the original packaging

• Include all accessories, manuals, tags, and protective materials

Returns that do not meet these conditions may be refused.

3. Return Shipping Costs

Customers are responsible for all return shipping costs associated with returns due to change of mind.

This includes:

• Return shipping fees

• Shipping insurance (if purchased)

• Customs duties and taxes (if applicable)

• Any other costs incurred during the return process

Lourenne does not provide prepaid return labels or return shipping vouchers for change-of-mind returns.

We strongly recommend using a tracked shipping service, as we are not responsible for return shipments that are lost, damaged, delayed, or undelivered.

4. Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return if opened, used, worn, altered, or damaged after delivery.

Additionally, products returned without authorization, incomplete returns, or products returned outside the applicable return period may not qualify for a refund.

5. Refund Process

Once the returned product has been received, our team will inspect the item to verify its condition and eligibility.

If approved, the refund will be processed to the original payment method used for the purchase.

Please note:

• Original shipping charges (if applicable) are non-refundable.

• Return shipping costs are non-refundable.

• Any customs duties, taxes, or import fees paid by the customer are non-refundable.

• Refund processing times may vary depending on your payment provider or financial institution.

If the returned item shows signs of use, damage, missing components, alterations, or does not meet the return requirements, the refund request may be denied.

6. Orders Already Shipped

Orders may be canceled before shipment.

Once an order has been shipped, it can no longer be canceled and must follow the return procedure outlined in this policy.

7. Warranty

Lourenne products are covered against manufacturing defects.

If a manufacturing defect becomes apparent after delivery, customers should contact our support team with details of the issue.

Following review, we may provide a replacement, repair, or another suitable solution at our discretion.

The warranty does not cover:

• Normal wear and tear

• Accidental damage

• Misuse or improper handling

• Damage caused by unauthorized modifications

• Damage resulting from failure to follow product care instructions

8. Chargebacks & Payment Disputes

Customers agree to contact Lourenne before initiating a chargeback or payment dispute with their bank or payment provider.

We are committed to resolving any concerns promptly and fairly through our customer support team.

9. Contact Us

For any questions regarding returns, refunds, exchanges, or warranty claims, please contact us:

Lourenne Customer Support
Email: support@lourenne.co

We aim to respond to all inquiries within 24-48 business hours.