Politique de remboursement

Refunds & Returns Policy

At LoroLabs, we genuinely care about your experience and want you to shop with confidence. If something isn't right, please contact us first—we're committed to resolving any issue quickly and fairly.

1. Order Modification & Cancellation

Orders may be modified or canceled within 2 hours of being placed.

After this period, orders are automatically processed and can no longer be changed or canceled.

2. 30-Day Return Policy

You may request a return within 30 days of delivery.

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging.

  • Proof of purchase (order confirmation or receipt) is required.

  • The item must be returned to our designated return facility using a trackable shipping service.

Please note:

  • Customers are responsible for return shipping costs unless the return is due to our error.

  • Original shipping charges are non-refundable.

  • Returns sent without prior authorization will not be accepted.

To request a return, please contact:

support@lorolabs.com

3. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Opened or used skincare, beauty, or personal care products

  • Perishable goods

  • Customized or personalized products

  • Hazardous materials or flammable products

  • Gift cards

  • Clearance or final sale items

4. Product Disclaimer

Many of our beauty and personal care products are made with natural ingredients or unique formulations.

Minor variations in:

  • Color

  • Texture

  • Scent

  • Packaging

  • Consistency

may occur between batches and are considered normal. These natural variations do not affect product performance and are not considered manufacturing defects.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive:

  • A damaged item

  • A defective product

  • An incorrect item

Please contact us within 30 days of delivery and include photos of the issue.

Depending on the situation, we will gladly provide:

  • A free replacement, or

  • A full refund

6. Lost, Stolen, or Delivery Issues

Lost Packages (In Transit)

If your package is confirmed lost during transit, we will offer either:

  • A free replacement, or

  • A full refund

Incorrect Shipping Address

Customers are responsible for providing accurate shipping information.

Orders delivered incorrectly due to an incorrect address entered at checkout are not eligible for a refund.

Marked as Delivered but Not Received

If your tracking shows "Delivered" but you have not received your package, please contact us.

Depending on the circumstances, we may offer:

  • A replacement (shipping fee may apply), or

  • A partial refund

7. Satisfaction Guarantee

Your satisfaction is important to us.

If you are not completely satisfied with your purchase, please contact our support team.

Depending on your situation, we may offer:

  • A refund

  • A replacement

  • Store credit

  • Another suitable resolution

Photos or additional information may be requested to help us evaluate your claim.

8. Exchanges

We do not process direct product exchanges.

If you wish to receive a different item, please:

  1. Request a return (if eligible).

  2. Place a new order after your return has been approved.

9. European Union Customers

Customers located within the European Union have the right to cancel or return eligible purchases within 14 days of receiving their order.

To qualify:

  • The product must be unused and unopened.

  • It must be returned in its original packaging.

  • Proof of purchase is required.

10. Refund Processing

Once your returned item has been received and inspected:

  • Approved refunds will be issued to your original payment method within 10 business days.

Please allow additional processing time for your bank or payment provider.

If you have not received your refund within 15 business days after approval, please contact us.

11. Free Replacement Policy

We provide one complimentary replacement per order if:

  • Your item arrives damaged.

  • Your product is defective.

  • Your order is missing components or items.

  • We shipped the wrong product.

Contact Us

If you have any questions or need assistance, we're here to help.

Email: support@lorolabs.com

We typically respond within 24–48 business hours. If you don't see our reply, please check your spam or junk folder.