Refund policy

Return & Refund Policy

Thank you for shopping at lormale.com. Please review our policy regarding returns, refunds, and exchanges below.

Please inspect your order upon arrival. If your item is defective, damaged, or if you received the wrong product, contact us immediately at info@lormale.com with:

• Your order number

• A brief description of the issue

• Clear photos or video showing the problem

Once reviewed and verified, we will provide instructions and a prepaid return shipping label. Approved claims will receive a free replacement or a full refund, fully honoring your statutory rights under the New Zealand Consumer Guarantees Act 1993.

We do not accept returns, refunds, or exchanges for change of mind, including accidental orders or selection mistakes. Please check product descriptions, dimensions, and specifications carefully before placing an order.

For safety, hygiene, and operational reasons, the following items cannot be returned or refunded:

• Sale, discounted, or clearance items

• Gift cards

• Perishable goods such as food, plants, or flowers

• Custom or personalized orders

• Personal care, hygiene, and beauty products

• Hazardous or flammable materials

We do not offer direct exchanges. If you received an item that is damaged or defective, please contact us for a direct replacement following the steps outlined in section 1.

• Items sent back without prior authorization from our support team will not be accepted.

• Do not send returns to the manufacturer address or the address on the parcel label. Our support team will provide the exact return address upon approving your request.

• If a physical return is required, the item must be unworn, unused, with all original tags attached, and in its original packaging.

Once your returned item is delivered and inspected at our facility, we will notify you via email regarding the status of your refund.

• Approved Refunds: Credited automatically to your original payment method within 10 business days.

• Bank Processing: Financial institutions and card issuers can take an additional 3 to 5 business days to post the balance to your account.

• Late Refunds: If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@lormale.com.