Return & Exchange Policy
At LORZOR, we want every customer to shop with confidence. This policy explains how returns, exchanges, refunds, store credit, and order issue support work for purchases made directly on lorzor.com.
Please read this policy before starting a return. To avoid delays, do not send any item back before contacting us and receiving return instructions.
Some LORZOR orders may be fulfilled from a local warehouse, while others may ship from an international warehouse depending on product availability, destination, and inventory routing. Because return instructions can vary by order, customers must contact LORZOR before sending any item back.
| Policy Item | LORZOR Decision |
|---|---|
| Return window | 45 days from delivery date |
| Return start method | Contact support@lorzor.com before sending anything back |
| Return address | Return instructions vary by order and fulfillment location; do not use the sender address without confirmation |
| Return shipping for refunds | If the customer chooses a return for refund, the customer pays return shipping |
| Return shipping for exchanges or store credit | If the customer chooses an approved exchange or store credit, LORZOR covers the approved return shipping |
| Return fees | No percentage-based restocking or cancellation fee for standard eligible returns |
| Refund timing | Usually 5-14 business days after return is received and inspected |
| Damaged, wrong, or missing items | Contact LORZOR within 7 days of delivery |
| Resolution options | Refund, exchange, store credit, replacement, or other reviewed solution |
45-Day Return Window
LORZOR accepts eligible return and exchange requests within 45 days from the delivery date.
Return or exchange requests submitted after 45 days from delivery may not be eligible. If you purchased a LORZOR product from Amazon, another marketplace, or a third-party retailer, please follow the return process of that sales channel.
Return Eligibility
To be eligible for a standard return, the item should be unused, in original condition, and include the main product, included accessories, and packaging where reasonably available.
We may be unable to approve a full refund if the item is used, damaged by the customer, missing key components, returned without required order information, or sent back outside the return window.
Please include your order number or proof of purchase when contacting us. This helps us verify the order and provide the correct return instructions.
How to Start a Return
To start a return, contact us at support@lorzor.com before sending the item back.
- Your order number
- The email address used for the order
- The item you want to return or exchange
- The reason for the return or exchange
- Photos or video if the item arrived damaged, incorrect, incomplete, or defective
After reviewing your request, we will provide the next steps and the correct return instructions if the item is eligible. Return instructions may vary depending on the product, destination, order status, and fulfillment location used for your order.
Please do not return an item to the sender address shown on the package unless LORZOR support confirms it. The sender address may be a warehouse, carrier facility, or fulfillment location and may not be the correct return address. Items sent to an unconfirmed address may be delayed, lost, difficult to identify, or ineligible for processing.
Return Fees and Deductions
LORZOR does not use high-percentage restocking fees or high-percentage cancellation fees for standard returns. Instead, fees and deductions depend on the reason for the return, the condition of the item, and whether LORZOR provides a prepaid return label for a specific case.
| Return or Issue Type | Fee / Responsibility |
|---|---|
| Customer preference return for refund | Customer pays return shipping. LORZOR does not charge a percentage-based restocking fee by default. |
| Approved exchange | LORZOR covers the approved return shipping when the customer chooses an exchange. |
| Approved store credit | LORZOR covers the approved return shipping when the customer chooses store credit. |
| International-fulfillment order | Return address and support steps vary by order. Contact LORZOR before sending anything back. |
| Approved wrong, missing, damaged, or product issue | LORZOR reviews the case and provides support steps. Do not send the item back before receiving instructions. |
| Prepaid return label, if offered | For refunds, the label cost may be the customer's responsibility. For approved exchanges or store credit, LORZOR covers the approved return shipping. |
| Item returned used, altered, damaged, or missing key components | Refund may be reduced, declined, or converted to store credit after review. |
| Ineligible or unauthorized return | Refund or exchange may be delayed, declined, or returned to the customer where practical. |
If you choose a return for refund, you are responsible for the return shipping cost. If LORZOR provides a prepaid return label for a refund request, any label cost or deduction will be confirmed before the label is issued.
If you choose an approved exchange or store credit instead of a refund, LORZOR will cover the approved return shipping. Please wait for our support team to confirm the return method before sending anything back.
If the return is related to an approved LORZOR error, such as a wrong item, missing item, shipping damage, or approved product issue, our support team will review the case and provide the appropriate next steps.
For international-fulfillment orders, the correct return address and support steps may vary. Contact us first so we can confirm the right route for your order.
Return Shipping Costs
For customer-preference returns that end in a refund, the customer is responsible for return shipping costs.
For approved exchanges or store credit, LORZOR covers the approved return shipping. Our support team will confirm the return method before you send the item back.
If you return an item using your own carrier, use a trackable shipping method and keep your return tracking number until the return is completed. The return package remains your responsibility until it is received by LORZOR or the return location provided by our support team.
Return addresses are not always the same as the original shipping or sender address. Always use the return instructions provided by LORZOR support for your specific order.
If the issue is caused by an incorrect item, missing item, shipping damage, or an approved product issue, LORZOR will review the case and provide the appropriate support steps.
Refunds
Once your return is received and inspected, we will notify you about the refund status.
If the return is approved, the refund is usually processed to the original payment method within 5-14 business days. Your bank, credit card provider, PayPal or other payment provider may need additional time to post the funds to your account.
Return shipping costs paid by the customer are not reimbursed for customer-preference refund requests. Approved exchanges, approved store credit returns, LORZOR errors, and approved product issues follow the return shipping instructions confirmed by support.
Exchanges
LORZOR may support exchanges for eligible items within 45 days from delivery.
Exchanges are usually handled for the same product, a similar product, or an item of equal value. If the requested exchange item has a different price, our support team will confirm whether a price difference needs to be paid or refunded before the exchange is completed.
Exchange availability depends on inventory, product condition, order details, and the reason for the request. For approved exchanges, LORZOR covers the approved return shipping.
Store Credit
In some cases, store credit may be offered as an alternative to a refund or exchange.
Store credit can be useful if you want to choose a different LORZOR product later, if the requested exchange item is temporarily out of stock, or if you prefer store credit instead of waiting for a refund to the original payment method.
For approved store credit returns, LORZOR covers the approved return shipping when a return is required. Support will confirm the return method and store credit amount before the item is sent back.
Store credit is only issued after review and approval by our support team. It is usually provided as a code or account credit for use on lorzor.com. Store credit is not the same as a cash refund and may not be transferable or redeemable for cash unless required by law.
If store credit is offered, our support team will confirm the amount, any applicable conditions, and how it can be used before it is issued. Once accepted or used, store credit may not be converted back to the original payment method unless required by applicable law.
Damaged, Wrong, or Missing Items
If your order arrives damaged, incorrect, incomplete, or with a clear product issue, please contact support@lorzor.com within 7 days of delivery.
Please include your order number, a description of the issue, photos or video of the item and packaging, and any relevant shipping information. Keeping the original packaging can help us review shipping damage or missing-item claims more effectively.
After review, LORZOR may offer a replacement, exchange, refund, store credit, or another reasonable solution depending on the issue, tracking status, available evidence, and order details.
Order Changes and Cancellations
If you need to change or cancel an order, contact support@lorzor.com as soon as possible.
We will try to help if the order has not yet been processed or shipped. Once an order has entered processing, been handed to a warehouse, or shipped, we cannot promise that changes or cancellations can be completed.
If an order has already shipped, it will need to follow the return or exchange process after delivery.
Non-Returnable Items
The following items may not be eligible for return or refund:
- Final sale items
- Gift cards
- Free gifts or promotional items
- Replacement products provided through a previous support case
- Customized or personalized items
- Items that have been used, altered, or damaged by the customer
- Items missing key components, included accessories, or required order information
- Items returned after the 45-day return window
- Products purchased from Amazon, marketplaces, or third-party retailers outside their applicable return process
UK/EU Consumer Rights Notice
Nothing in this policy is intended to limit any mandatory consumer rights that may apply under local law.
Customers in the United Kingdom, European Union, or other regions may have additional legal rights related to online purchases, cancellation periods, defective goods, or consumer protection. If local law provides rights that differ from this policy, those rights may apply.
Warranty and After-Sales Support
This Return & Exchange Policy is mainly for return, exchange, refund, and order issue requests within the 45-day return window.
For product issues after the return window, warranty questions, or long-term after-sales support, please contact support@lorzor.com. If a dedicated warranty page is available, please review that page for the latest coverage details and support steps.
FAQ
How long do I have to return an item?
You may request an eligible return or exchange within 45 days from the delivery date.
Do I need to contact LORZOR before returning an item?
Yes. Please contact support@lorzor.com before sending anything back so we can confirm eligibility and provide the correct return instructions. Do not send a return to the sender address on the package unless our support team confirms it.
Who pays for return shipping?
If you choose a return for refund, you are responsible for return shipping. If you choose an approved exchange or store credit, LORZOR covers the approved return shipping. If the issue is caused by an incorrect item, missing item, shipping damage, or an approved product issue, LORZOR will review the case and provide support steps.
Does LORZOR charge a return fee?
LORZOR does not charge high-percentage restocking or cancellation fees for standard eligible returns. For return-for-refund requests, the customer pays return shipping. For approved exchanges or store credit, LORZOR covers the approved return shipping.
When will I receive my refund?
After your return is received and inspected, approved refunds are usually processed to the original payment method within 5-14 business days. Your payment provider may need additional time to post the funds.
Can I exchange my item instead of returning it?
Eligible items may be exchanged within 45 days from delivery. Exchanges are usually handled for the same product, a similar product, or an item of equal value, depending on availability and order details. For approved exchanges, LORZOR covers the approved return shipping.
How does store credit work?
Store credit may be offered after support review as an alternative to a refund or exchange. If you choose approved store credit and a return is required, LORZOR covers the approved return shipping. Store credit is usually used for future purchases on lorzor.com and is not treated as a cash refund unless required by law.
What if my order shipped from an international warehouse?
Return instructions may vary for international-fulfillment orders. Contact support@lorzor.com before sending anything back. If you choose a refund, return shipping is the customer's responsibility. If you choose an approved exchange or store credit, LORZOR covers the approved return shipping.
What if I received a damaged, wrong, or missing item?
Please contact support@lorzor.com within 7 days of delivery with your order number, a description of the issue, and photos or video. We will review the case and provide the next support steps.
Can I cancel or change my order?
Contact us as soon as possible. We will try to help before the order is processed or shipped, but changes or cancellations cannot be promised once fulfillment has started.
Last updated: July 4, 2026
