Refund policy

Refund Policy

Lorven · lorven.com · Effective 7 September 2026

At a glance — 14 days to change your mind · 30 days to report a fault · refund within 14 days of the return arriving · start any return by emailing contact@lorven.com.

IChange of Mind

Within 14 days of receiving your order, email us to say you'd like to return it. You then have 14 more days to post it back. Goods should be unused, complete and in their original packaging. You're welcome to open and inspect an item as you would in a shop; if it's been used beyond that, we may deduct an amount reflecting the loss in value.

IIFaulty, Damaged or Not What You Ordered

Email us within 30 days of delivery with your order number and a photo. We'll send a replacement or refund you in full, and we cover the return postage. Please wait for our instructions before sending anything back — returns to the wrong address cannot be processed.

IIIWho Pays for the Return

Situation	Return postage	What's refunded
Changed your mind	You	Item + standard delivery
Faulty / damaged / wrong item	Lorven	Everything, including return costs
Lost in transit	Nothing to return	Replacement or full refund

IVTiming and Method

We refund to the original payment method within 14 days of receiving the goods, or of you sending proof of postage, whichever comes first. Premium delivery upgrades are not refunded on change-of-mind returns. Allow a further 3–5 working days for your bank to show the credit.

VSwapping for Something Else

We refund rather than exchange. Return the item, and place a fresh order for the one you want — it gets to you faster than waiting for the return to come through.

VIExcluded from Change-of-Mind Returns

Sealed hygiene products once opened, and goods made or personalised to your specification. Faulty items in these categories are still covered by your statutory rights.