Refund policy
Returns
We offer a 60-day return window, which means you have 60 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition as received, unused, with original packaging and proof of purchase.
To initiate a return, please contact us at support@lorastia.com. Returns sent without prior authorization will not be accepted.
Return Shipping
A prepaid return shipping label will only be provided in the following cases:
- The item received is defective
- The item received is damaged
In all other cases, including but not limited to: change of mind, cosmetic or branding differences, or any reason other than defect or damage, the customer is solely responsible for all return shipping costs. No prepaid label will be issued under these circumstances.
Order Cancellations
All orders are processed immediately upon payment. Orders cannot be cancelled once payment has been completed.
If you wish to cancel your order, you must wait for the item to be delivered and then initiate a return in accordance with our return policy above. Refunds will only be issued after the returned item has been received and inspected.
Shipping Issues, Incorrect Items & Resolution Process
Please inspect your order upon delivery and contact us immediately if:
- the item is damaged
- the item is defective
- the item received is incorrect
In the event of an incorrect item due to a warehouse or fulfillment error, our standard resolution process is replacement first.
If a replacement shipment has been issued:
- The order is considered actively being resolved
- A refund cannot be requested until the replacement has been delivered
- Customers are required to wait for the replacement delivery
In some cases, replacement shipments may be sent before the incorrect item is delivered or returned, in order to resolve the issue as quickly as possible.
Unless specifically instructed, incorrect items do not need to be returned.
Refund Eligibility
Refunds are only considered under the following conditions:
- The order has been fully delivered
- Any replacement shipments (if applicable) have also been delivered
- Returned items (if required) have been received and inspected
If a replacement item has already been shipped, a refund request will only be processed after the replacement is delivered and the item is returned to us if requested.
Refunds will not be issued for:
- Orders still within the stated delivery timeframe
- Shipping delays caused by carriers
- Orders where a replacement has been shipped but not yet delivered
- Failure to return items when required
- Incorrect assumptions about promotions not offered at checkout
Exchanges
We do not offer direct exchanges.
If you wish to receive a different item, the original item must be returned (if required), and a new order placed once the return is approved.
Exceptions / Non-Returnable Items
The following items are non-returnable:
- Perishable goods
- Custom or personalized items
- Personal care items
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards
If you are unsure whether your item qualifies, please contact us before initiating a return.
European Union 14-Day Cooling-Off Period
For orders shipped to the European Union, customers have the right to cancel or return their order within 14 days of delivery, without providing a reason.
Returned items must be unused, in original packaging, and accompanied by proof of purchase.
This right does not override the replacement-first policy in cases of incorrect items already resolved by shipment of a replacement.
Refund Processing
Once your return is received and inspected, we will notify you of approval or rejection.
If approved, refunds will be issued to the original payment method within up to 10 business days.
Please note that processing times may vary depending on your bank or card issuer.
If more than 15 business days have passed since refund approval, please contact us at support@lorastia.com.
Customer Acknowledgement
By placing an order on our website, customers acknowledge and agree to:
- The stated delivery timelines
- Our replacement-first resolution process
- Waiting for replacement shipments before requesting refunds
- Returning items when required to receive a refund
Product Appearance & Branding Disclaimer
Product Appearance Disclaimer
Product images on our website are provided for illustrative purposes only.
Due to ongoing improvements, supplier updates, and fulfillment logistics, the actual product you receive may differ slightly from images shown on the website, including but not limited to:
- Packaging design
- Color shades
- Button layout or minor external details
- Absence of visible brand logos or branding on the device
In some cases, products may be shipped in generic or unbranded packaging. This does not affect the functionality, quality, or performance of the product.
We guarantee that:
- The product functionality matches the description on our website
- The product meets our quality and safety standards
- Any differences are cosmetic only and do not impact intended use
By completing a purchase, you acknowledge and agree that cosmetic or branding differences alone do not constitute a defect and are not grounds for a chargeback.
Brand & Manufacturing Clarification
Brand & Manufacturing Notice
Lorastia is a brand and product concept, not a physical manufacturing facility.
Our products are:
- Designed and specified by our team
- Manufactured in certified overseas facilities
- Shipped through international fulfillment partners
Branding on the physical device or packaging may vary depending on the production batch.
Returns Related to Appearance
Returns Based on Appearance
Returns or refunds cannot be requested solely due to cosmetic differences, packaging variations, or branding differences, provided the product:
- Matches the product description
- Functions as intended
If a product is defective, damaged, or non-functional, we will of course offer a replacement or refund according to our return policy.
Packaging Condition Upon Delivery
Damage to outer packaging (including dents, tears, crushing, or other cosmetic damage to the box or packaging materials) does not constitute a defect in the product and is not grounds for a return or refund.
Packaging damage during transit is caused by carriers and logistics partners and is outside of our control. We are not liable for cosmetic damage to packaging that does not affect the product's functionality, condition, or intended use.
Shipping Insurance Claims
If you purchased Shipping Insurance at checkout, you may be eligible to file a claim for packaging or transit damage through the insurance provider. Please contact us at support@lorastia.com for assistance with your claim.
If the product itself is damaged or non-functional as a direct result of transit, this is handled separately under our standard return and replacement policy.
Customer-Initiated Returns (Non-Defective Items)
If a return is requested for reasons other than defect, damage, or incorrect item, the customer is responsible for return shipping costs.
In such cases, a return shipping label may be provided for convenience, and the cost of return shipping may be deducted from the refund amount.