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Refund policy

Last updated: June 11, 2025

Thank you for shopping at Loravento. We are committed to ensuring your satisfaction with every purchase. Our Return, Refund, and Cancellation Policy, outlined below, is designed to be clear and fair, in compliance with UAE and EU consumer protection laws, to inform you of your rights and responsibilities. This policy is clearly communicated to all cardholders before purchase to prevent misunderstandings and disputes.

1. Return Period

You have 14 days from the date of receiving your order to request a return. After this period, returns cannot be accepted unless the item is faulty, defective, damaged, tampered, or incorrect.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • Be in the same condition as received: unused, unworn, with original tags, and in the original packaging.
  • Include a receipt or proof of purchase.

3. Reasons for Returns and Refunds

We accept returns and provide refunds or replacements under the following circumstances:

  • Wrong Product Sent: If you receive a product that differs from what you ordered, contact us immediately at contact@loravento.com. We will provide a replacement or a full refund, including return shipping costs, at no cost to you.
  • Defective Product: If the product is faulty or defective upon receipt, please notify us within 7 days of delivery. We will offer a replacement, repair, or full refund, including return shipping costs.
  • Product Damaged in Shipping: If your order arrives damaged due to shipping, contact us within 7 days of delivery. We will arrange a replacement or full refund, with return shipping costs covered.
  • Tampered Product: If the product shows signs of tampering (e.g., opened or compromised packaging), notify us immediately within 7 days of delivery. We will provide a replacement or full refund, including return shipping costs.
  • Customer Preference: If you are not satisfied with your purchase for any other reason (e.g., change of mind), you may return the item within 14 days, provided it meets the eligibility criteria above. Return shipping costs will apply in this case.

4. How to Initiate a Return

To start a return, contact us at contact@loravento.com within the 14-day return window, specifying the reason for the return (e.g., wrong product, defective, damaged, tampered, or other). Upon approval, we will provide a return shipping label and detailed instructions for returning your item.

Please do not send items back without prior authorization, as unauthorized returns will not be accepted.

5. Return Shipping Costs

Return shipping costs are the responsibility of the customer, with a flat fee of €25.00 deducted from your refund to cover return shipping, unless the return is due to:

  • A wrong product sent by us.
  • A defective product.
  • A product damaged in shipping.
  • A tampered product.

In these cases, return shipping costs will be covered by Loravento.

6. Refund Deductions for Used or Damaged Items

Under EU consumer protection law, if an item is returned in a condition that reduces its value (e.g., shows signs of use or is missing parts), we may deduct an appropriate amount from your refund to reflect the diminished value.

7. Final Sale Items

Items marked as “Final Sale” at the time of purchase are not eligible for return, refund, or cancellation. This is clearly indicated in the product description before purchase to ensure transparency and prevent misunderstandings.

8. Damaged, Defective, Incorrect, or Tampered Items

If your order arrives damaged, defective, incorrect, or tampered, please contact us immediately at contact@loravento.com within 7 days of delivery. We will promptly resolve the issue by offering a replacement, repair, or full refund at no additional cost to you, including return shipping.

9. Non-Returnable Items

The following items cannot be returned, refunded, or cancelled:

  • Perishable goods (e.g., food, flowers, plants).
  • Custom or personalized products.
  • Personal care items (e.g., opened beauty products).
  • Hazardous materials, flammable liquids, or gases.

If you are unsure whether your item qualifies for a return or cancellation, please contact us for clarification.

10. Exchanges

We do not offer direct exchanges. To exchange an item, please return the original product following the return process and place a new order for the desired item.

11. EU 14-Day Right of Withdrawal

If you are located in the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without justification, in accordance with EU consumer protection laws. This right applies to most products, except those listed in Section 9 (Non-Returnable Items). To qualify, the item must be unused, in its original condition, and returned with all packaging and tags.

12. Cancellation Policy

We allow cancellations under the following conditions to ensure a transparent and fair process for cardholders:

  • Conditions for Cancellation:
    • Orders may be cancelled before they are dispatched by contacting us at contact@loravento.com. If the order has not yet been processed or shipped, we will issue a full refund to your original payment method.
    • Cancellations are not permitted for orders that have already been dispatched. In such cases, you must follow the return process outlined above.
    • Final Sale Items and non-returnable items (listed in Section 9) are not eligible for cancellation once the order is placed. This is clearly communicated in the product description and at checkout to prevent misunderstandings.
    • If you wish to replace an item in an order before it is dispatched, you must cancel the original order and place a new order for the desired item.
  • Cancellation Process:
    • To cancel an order, contact us at contact@loravento.com as soon as possible, providing your order number and reason for cancellation.
    • If the cancellation is approved, you will receive a confirmation email, and a full refund will be issued to your original mode of payment within 10 to 45 days, depending on the processing times of your credit card issuing bank or payment provider.
    • If an order cannot be cancelled (e.g., it has already been dispatched or is a Final Sale item), we will inform you promptly via email.
  • Transparency Before Purchase: Our cancellation policy, including restrictions on Final Sale and non-returnable items, is clearly displayed on our website at checkout and in product descriptions to ensure cardholders are fully informed before making a purchase decision.
  • Payment Security: As stated in our Privacy Policy, we will not pass any debit/credit card details to third parties. All payment information is processed securely through trusted payment processors, and your financial details are not stored, sold, shared, rented, or leased.

13. Refund Process

Once we receive and inspect your return, we will notify you via email regarding the approval or rejection of your refund. If approved:

  • Your refund will be credited to your original mode of payment.
  • The refund will be processed within 10 to 45 days, depending on the processing times of your credit card issuing bank or payment provider.

As stated in our Privacy Policy, credit/debit card details and personally identifiable information are not stored, sold, shared, rented, or leased to third parties, nor are debit/credit card details passed to third parties.

14. Contact Us

If you have any questions about our Return, Refund, and Cancellation Policy or need assistance, please reach out to us at contact@loravento.com. We are here to assist you every step of the way.