Refund policy
RETURNS AND REFUNDS POLICY
At Lorenzomode, your satisfaction is our priority. We offer a 30-day return policy to ensure you are completely satisfied with your purchase.
Return Period
You have 30 calendar days from the date of receipt to request a return. This period begins on the day you physically receive the item.
Return Conditions
For your return to be accepted, the product must meet the following requirements:
Be unused, unwashed, and in perfect condition Retain all original tags attached Include original packaging and wrapping Be accompanied by proof of purchase or order number Show no signs of wear, alterations, or customer-caused damage
Return Process
Request: Contact our customer service team at contact@lorenzomode.com within 30 days of receipt Required information: Provide your order number, full name, and detailed reason for return Authorization: You will receive a confirmation email with specific instructions and return address Shipping: Carefully package the product and send it to the address provided Tracking: We recommend using a tracked shipping service and keeping your receipt
Refunds
Once the product is received at our facility, our team will verify it meets return conditions The inspection process may take 2-3 business days If the return is approved, we will process your refund to the original payment method used for purchase The refund will appear in your account within 5-10 business days from approval, depending on your bank You will receive an email notification when the refund is processed
Shipping Costs
Return shipping costs are the customer's responsibility Original shipping costs are non-refundable In case of defective, incorrect products, or errors on our part, Lorenzomode will cover all shipping costs
Exchanges
We do not currently offer direct exchanges. If you want a different item (size, color, model), you must:
Request a return of the original product Place a new order for the desired item
Non-Refundable Items
The following items are not eligible for return:
Products purchased on sale, promotion, or with discount (except in case of manufacturing defect) Personalized, customized, or made-to-order items Products with removed or damaged tags Items showing obvious signs of use or wear
Defective or Incorrect Products
If you receive a defective, damaged, or incorrect product:
Contact us immediately at contact@lorenzomode.com (preferably within 48 hours) Attach clear photographs of the product and the defect or error We will cover all return shipping costs We will offer you an immediate replacement or full refund, according to your preference In these cases, we will also refund original shipping costs
International Returns
For international orders, the same conditions apply. Please note:
Transit times may be longer You are responsible for any customs duties or import taxes on the return We recommend using an international tracked shipping service
Refund Delays
If more than 15 business days have passed since your return was approved and you have not received your refund:
First check your bank account Contact your bank or card issuer If the problem persists, write to us at contact@lorenzomode.com
Right of Withdrawal (EU Consumers)
In accordance with European consumer protection regulations, you have the right to withdraw from your purchase without justification within 30 days of receiving your order.
Contact
For any questions about returns and refunds:
Email: contact@lorenzomode.com Our team responds within 24-48 business hours