Refund & Returns Policy

This Refund & Returns Policy is designed to bridge the gap between strict EU Consumer Rights (2011/83/EU) and the market expectations of North American (USA/Canada) shoppers. It ensures you are legally compliant while providing a smooth experience for your customers.

Refund & Returns Policy

Last Updated: 2026.03.26

At LORLON, we want you to be completely satisfied with your purchase of our products. We understand that sometimes a product might not be the right fit, which is why we’ve designed a transparent return process that respects your rights as a consumer in the European Union, USA, and Canada.

1. Return Window

  • Standard Return Period: You have 30 days from the date of delivery to initiate a return.

  • EU Statutory Right of Withdrawal: In accordance with EU law, customers located in the European Union have a "cooling-off" period of 14 days from the day of delivery to cancel their order for any reason.

2. Condition of Returnable Items

To be eligible for a return, your item must meet the following criteria:

  • It must be unused, unwashed, and in the same condition that you received it.

  • It must be in the original packaging with all tags and labels attached.

  • Items showing signs of wear or damage not caused by us will not be eligible for a refund.

3. Non-Returnable Items

For health, safety, and operational reasons, the following items cannot be returned:

  • Digital Goods: Downloadable software or media once the download has started.

  • Hygiene Items: Products that are sealed for health protection or hygiene, if the seal is broken after delivery.

  • Personalized/Custom Goods: Items made to your specific specifications.

  • Sale Items: Items marked as "Final Sale" (unless they arrive damaged or defective).

4. How to Start a Return

To initiate a return, please follow these steps:

  1. Email Us: Contact our support team at [INSERT CONTACT EMAIL] with your order number and the reason for the return.

  2. Wait for Approval: Our team will review your request and provide a Return Merchandise Authorization (RMA) and the appropriate return address for our center.

  3. Pack and Ship: Securely pack the item in its original packaging. Please include your order slip or a note with your order number.

5. Return Shipping Costs

  • The customer is responsible for paying for their own shipping costs for returning an item.

  • Defective or Wrong Items: If the return is due to our error (you received an incorrect or defective item), LORLON will cover the return shipping costs or provide a pre-paid label.

  • EU Customers: If you exercise your 14-day right of withdrawal, we will refund the original standard shipping cost, but the cost of returning the item to us remains your responsibility unless otherwise stated.

6. Refunds & Processing Time

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

  • Approval: If approved, your refund will be processed immediately.

  • Method: The credit will automatically be applied to your original method of payment.

  • Timeline: Please allow 5-10 business days for the refund to appear on your statement, depending on your bank or credit card issuer’s policies.

7. Exchanges

We do not offer direct exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Damaged or Defective Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at support@lorlon.com so that we can evaluate the issue and make it right.

9. Contact Information

For any questions regarding our Refund & Returns Policy, please reach out to us:

Email: support@lorlon.com