Refund policy
At Lorenty, we want our customers to have a clear and straightforward shopping experience. This policy explains our return and refund process for purchases made through our website.
Return Period
Customers may request a return within 30 days of receiving their order.
To be eligible for a return:
The product must be in its original condition.
The product must not have been damaged through use, misuse, or improper handling.
The product should be returned with its original packaging and included accessories whenever possible.
Proof of purchase or the original order information must be provided.
For bicycles and other products that require assembly, customers should contact us before assembling or using the product if they believe they need to return it.
How to Request a Return
Before sending any product back, please contact us at support@lorenty.shop with:
Your order number
The name of the product
The reason for the return
Photos of the product when relevant
Our customer support team will provide return instructions and confirm whether the item is eligible for return.
Please do not send a return to an address without receiving return instructions from Lorenty first.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
Please provide:
Your order number
A description of the problem
Clear photographs of the product
Photographs of the packaging when the shipping package was damaged
We will review the information and provide instructions for resolving the issue.
Return Shipping Costs
For returns that are requested because the customer changed their mind or no longer wants the product, the customer may be responsible for the return shipping cost.
If a product arrives damaged, defective, or incorrect, please contact us before returning it so that we can provide appropriate return instructions.
Inspection of Returned Products
After we receive the returned product, it will be inspected to determine whether it meets the return requirements.
If the return is approved, we will process the refund.
If a returned product does not meet the eligibility requirements, we will contact the customer regarding the available options.
Refunds
Approved refunds are processed within 7 business days after the returned product has been received and the return has been approved.
The refund will be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your bank, credit card provider, or payment service.
Non-Returnable Items
Unless otherwise required by applicable law, certain products may not be eligible for return, including:
Gift cards
Downloadable or digital products
Personalized or custom-made products
Products clearly identified as final sale
Products that have been used, damaged, modified, or altered after delivery
Any product-specific return restrictions will be disclosed on the relevant product page or before purchase.
Order Cancellation
If you need to cancel an order, please contact us as soon as possible at support@lorenty.shop.
Cancellation requests cannot always be guaranteed once an order has entered processing or has been shipped.
If an order has already shipped, the customer may need to follow the return procedure described in this policy.
Late or Missing Refunds
If you have been notified that your refund has been processed but have not received it:
Check your original payment account.
Contact your bank or payment provider.
Allow additional processing time if required by the financial institution.
If you still cannot locate the refund, contact us at support@lorenty.shop and provide your order information.
Contact Us
For questions regarding returns or refunds, please contact Lorenty:
Email: support@lorenty.shop
Website: https://lorenty.shop/
We will review return and refund requests and provide customers with the appropriate instructions based on their order and the applicable terms of this policy.