Refund policy
RETURN AND EXCHANGE POLICY
1. Guaranteed Satisfaction
At Lorenzio, we always strive for your satisfaction. This policy ensures a clear and fair process.
2. General Conditions
Customers should contact us through our contact form or via lorenzio@ordersupport.store.
3. Accepted Reasons
3.1 Withdrawal / Change of Mind: Customers have up to 7 calendar days from receiving the product. The item must be in its original packaging, show no signs of use, and include all accessories. An approved return generates a label valid for 7 days.
3.2 Manufacturing Defects: Must be requested within 30 days. Does not cover accidental damage or improper use.
3.3 Damaged Product Upon Arrival: Refuse the delivery or request an immediate return. Please attach photos of the damage.
3.4 Incorrect Product: You must request the exchange within a maximum of 7 calendar days.
3.5 Inspection and Resolution: Once received, the product will be inspected within 10 business days. If approved, a refund will be issued.
3.6 Proofs: You must attach photos or videos clearly showing the issue.
3.7 Customer Responsibility: It is the customer’s responsibility to choose the correct model/color when purchasing.
4. Refund Options
- Store credit toward future purchases
- Credit card refunds per issuer timelines (1–2 billing cycles)
- Chargebacks require product return if delivered
- Bank transfer refunds within 10 business days
- Other cases processed within 5 business days
5. Questions
Contact us at lorenzio@ordersupport.store.