At Lorovia, we care deeply about your satisfaction. If a product does not meet your expectations, you are protected by your consumer rights under UK and EU law, as well as by our own internal policy detailed below.
Right of Withdrawal (60 Days)
In accordance with the UK Consumer Contracts Regulations and the EU Consumer Rights Directive, you have a legal right to withdraw within 14 days of receiving your order. At Lorovia, we go further — we offer you a 60-day return period from the date you receive your order to change your mind, without needing to provide a reason or pay any penalty. To exercise your right of withdrawal, please contact us by email at contact@lorovia.com and include:
- Your order number
- The products concerned
- A clear statement that you wish to withdraw from the purchase
Return Conditions
- Items must be returned unused and in their original packaging.
- Returns must be made within 60 days after notifying us of your decision to withdraw.
- Personalised or made-to-order items cannot be returned unless defective or not as described.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except when the product received is defective or incorrect compared to the original order. We recommend using a tracked shipping service. Without proof of postage, we cannot guarantee receipt of your return.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be issued to your original method of payment within 30 days of receiving the returned product. Initial shipping costs will also be refunded (excluding any additional express delivery options).
Defective or Incorrect Products
If you receive a defective or incorrect product, please contact us immediately at contact@lorovia.com and include photos of the item. In such cases, return shipping will be covered by us, and you may choose between a full refund or an exchange.
Contact Us
For any questions regarding our return and refund policy, please contact us at contact@lorovia.com — WindalX OÜ, Sepapaja tn 6, 11415 Tallinn, Estonia — www.lorovia.com
