Refund policy
At Lorenty, we want customers to feel confident when purchasing outdoor products from our store. This Refund & Return Policy explains when a product may be returned, how to request a return, and how refunds are processed.
Website: www.lorenty.shop
Email: support@lorenty.shop
Phone: +44 472 283 7745
1. 30-Day Return Period
Customers may request a return within 30 days of receiving their order.
The 30-day period begins on the date the order is delivered.
To request a return, please contact us at:
Your request should include:
Order number
Customer name
Email address used for the order
Product name
Reason for the return
Relevant photographs where appropriate
Any information requested by our customer service team
Requests submitted after the 30-day period may not be eligible for a refund unless otherwise required by applicable law.
2. Eligibility for Returns
To generally qualify for a return, products should be:
Returned within the applicable return period
In reasonable original condition
Complete with the components and accessories supplied with the order
Properly packaged for safe transportation
Not intentionally damaged or altered
For large gazebo products, customers should take reasonable care when dismantling, packaging, and preparing the product for return.
Products that have been damaged through misuse, improper installation, modification, neglect, or failure to follow reasonable care instructions may not qualify for a refund.
Nothing in this policy limits any statutory consumer rights that cannot legally be excluded.
3. Change-of-Mind Returns
If you simply change your mind about a purchase, you may request a return within the 30-day return period, subject to the eligibility requirements described above.
For change-of-mind returns, return shipping costs may be the customer's responsibility unless otherwise agreed or required by applicable law.
Because gazebos can be large or bulky products, return transportation may require special arrangements.
Please contact us before sending a large or bulky item back. Do not independently arrange an expensive return shipment without first receiving return instructions from Lorenty.
4. Damaged Products
If your gazebo or another product arrives damaged, please contact us as soon as reasonably possible.
Please provide:
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Order number
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Photographs of the product
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Photographs of the packaging
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Description of the damage
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Photographs showing the relevant shipping label, where available
This information helps us investigate the issue with the delivery or fulfillment provider.
Customers should retain the original packaging where reasonably possible until the condition of the product has been confirmed.
5. Incorrect or Missing Items
If you receive an incorrect product, missing component, or an item that does not correspond to your order, contact us at:
Please provide your order number and details of the issue.
We will review the order and provide appropriate instructions for resolving the problem.
6. Defective Products
If a product has a manufacturing defect or otherwise fails to conform to the applicable product description, please contact us with details of the problem.
We may request photographs, product information, or other reasonable information to help determine the appropriate resolution.
Depending on the circumstances, the available resolution may include repair, replacement, refund, or another remedy permitted by applicable law.
7. Return Authorization
Please do not send a product to an address obtained from an old order, third-party source, or another website.
Customers should contact Lorenty before returning a product so that we can provide the appropriate return instructions.
Unauthorized returns may experience delays in processing.
8. Return Shipping
Return shipping arrangements depend on the reason for the return.
For a customer-requested change-of-mind return, the customer may be responsible for return transportation costs unless otherwise required by applicable law.
If the product was delivered incorrectly, arrived damaged, or has another issue for which Lorenty is responsible, we will work with the customer to determine an appropriate return or resolution process.
9. Refund Processing
Once an approved return has been received and reviewed, we will process the applicable refund.
Refunds will be processed within 7 days after the return has been approved and the necessary return conditions have been satisfied.
The time required for the funds to appear in the customer's account may vary depending on the payment provider or financial institution.
Refunds are normally issued to the original payment method used for the purchase.
10. Partial Refunds
In appropriate circumstances, a partial refund may be considered where:
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Only part of an order is affected
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A product is returned with missing components
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The product has been used or damaged beyond normal inspection
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The customer agrees to keep an item despite a minor issue
Any partial refund will be discussed with the customer before it is processed.
11. Non-Returnable Circumstances
A return may be refused where permitted by applicable law if a product has been:
Intentionally damaged
Modified or altered
Used in a manner inconsistent with its intended purpose
Returned without required components
Returned outside the applicable return period
Damaged because reasonable assembly, installation, storage, or care instructions were not followed
This does not affect mandatory consumer rights.
12. Cancellations
If you need to cancel an order, contact us as soon as possible at:
We will make reasonable efforts to stop an order before it enters fulfillment or shipment.
Once an order has already been processed or shipped, cancellation may no longer be possible and the customer may instead need to follow the applicable return procedure.
13. Statutory Consumer Rights
This policy is intended to provide clear information about Lorenty's normal return and refund procedures.
Nothing in this policy is intended to remove, restrict, or replace any consumer rights that apply under mandatory applicable law.
Where applicable law provides a customer with additional cancellation, return, refund, repair, replacement, or other rights, those rights remain unaffected.
14. Contact Us
For any return, refund, cancellation, damaged-item, or product issue, contact:
Lorenty
57 Greenbank Rd
Liverpool, L18 1HQ
United Kingdom
Email: support@lorenty.shop
Phone: +44 472 283 7745
Please include your order number whenever possible so that we can assist you efficiently.