Refund policy
LORZOR Policy
Refund Policy
At LORZOR, we want every customer to shop with confidence. This Refund Policy explains how refunds are handled for eligible purchases made directly on lorzor.com.
This policy should be read together with our Return & Exchange Policy. To avoid delays, please contact us before sending any item back. Return instructions may vary depending on your product, destination, order status, and fulfillment location.
Refund Summary
| 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 the 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 another reviewed solution |
45-Day Return Window
LORZOR accepts eligible return and refund requests within 45 days from the delivery date.
Return 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.
Refund Eligibility
To be eligible for a standard refund, 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 Refund Request
To start a return for refund, contact us at support@lorzor.com before sending the item back.
Please include:
- Your order number
- The email address used for the order
- The item you want to return
- The reason for the return
- 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 Shipping Costs
For customer-preference returns that end in a refund, the customer is responsible for return shipping costs.
If LORZOR provides a prepaid return label for a refund request, any label cost or deduction will be confirmed before the label is issued.
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.
Return Fees and Deductions
LORZOR does not charge high-percentage restocking or cancellation fees for standard eligible returns.
Fees or deductions may 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 may be delayed, declined, or returned to the customer where practical. |
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.
Any original shipping fees paid at checkout, including express shipping fees, are non-refundable once the order has shipped, unless required by law or confirmed otherwise by LORZOR support for an approved issue.
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.
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 reviewing the case, LORZOR may offer a refund, exchange, store credit, replacement, or another appropriate support solution depending on the issue and available information.
Do not send the item back before receiving instructions from LORZOR support.
Non-Refundable or 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.
Contact Us
If you have any questions about refunds, returns, exchanges, or order issues, please contact us at support@lorzor.com.
