Last updated: 3 July 2026
At Loren Official we want you to be completely satisfied with your purchase. This Refund & Returns Policy explains your rights and how to return an item, in line with European Union consumer protection law.
1. Your right of withdrawal (EU)
If you are a consumer resident in the EU, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.
2. Our extended 30-day returns
In addition to your statutory right, we voluntarily offer a 30-day return period from the date you receive your order, so you have extra time to decide.
3. How to start a return
To return an item, simply email us at help.customersupp@outlook.com with your order number. We will reply with clear instructions and a return address. Please do not send items back before contacting us.
4. Condition of returned items
Items should be returned unused and in their original condition and packaging where possible. You are only responsible for any diminished value resulting from handling the goods beyond what is necessary to establish their nature and characteristics.
5. Return shipping costs
Returns are free across Europe — we cover the cost of returning your item when you use the instructions we provide.
6. Refunds
Once we receive and check your returned item (or you provide proof of return), we will issue your refund within 14 days, using the same payment method you used for your order. Refunds include the price of the product.
7. Faulty, damaged or incorrect items
If your item arrives faulty, damaged or is not what you ordered, please contact us within a reasonable time at help.customersupp@outlook.com. You are entitled to a repair, replacement or full refund at no cost to you, in accordance with the two-year EU legal guarantee of conformity. We will also cover return shipping in these cases.
8. Exceptions
Certain goods may be excluded from the right of withdrawal where permitted by law (for example, personalised or made-to-order items, or sealed goods unsealed after delivery for health or hygiene reasons). Your mandatory statutory rights remain unaffected.
9. Contact
Loren Official
Email: help.customersupp@outlook.com