Refund Policy

Refund & Warranty Policy

At Lorrero, we take pride in the quality and craftsmanship of every product we sell. We want every customer to feel fully confident in their purchase, which is why we offer both a 30-Day Money-Back Guarantee and a 1-Year Warranty. Please read the terms below carefully, as eligibility for either program depends on the conditions being met in full.

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all Lorrero products, subject to the following conditions:

Condition of the Product
To qualify for a full refund, the item must be returned completely unopened and untouched, in its original, unused condition, with all original packaging, seals, and accessories intact. Any product that has been opened, used, handled, or shows any sign of wear is automatically disqualified from this guarantee.

Return Shipping
The customer is responsible for arranging and paying for return shipping, including any additional shipping charges, customs fees, or courier costs incurred in sending the product back to us. Original shipping charges paid at checkout are non-refundable.

Timing Requirement
The 30-day window applies to the entire return process, not just the request. The returned product must be shipped by the customer and physically received back at our facility within 30 days of the original delivery date. Return requests initiated near the end of the 30-day window remain subject to this requirement — it is the customer's responsibility to ship with enough time for the product to arrive before the deadline. Returns that arrive after the 30-day window has closed will not be eligible for a refund, regardless of when they were shipped.

How to Request a Return
Email us at info@lorrero.com with your order number and the reason for your return. Our team will review your request, confirm eligibility, and provide return instructions.

Refund Processing
Once your returned item is received and inspected to confirm it meets all conditions above, we will notify you of the approval status. Approved refunds will be issued to your original payment method within 5–10 business days.

Non-Returnable Items
Products that have been opened, used, filled with fuel, or show any signs of wear or handling are not eligible for return under this policy.

1-Year Warranty

Every Lorrero product is backed by a 1-year warranty covering manufacturing defects, effective from the date of delivery.

Eligibility
This warranty covers damage or malfunction confirmed to result from a factory or manufacturing defect — not from accidental damage, misuse, or normal wear and tear. To determine eligibility, the customer must submit clear photo and/or video evidence showing the product in its damaged or malfunctioning state. If the visual evidence confirms that the damage occurred by accident, on the customer's part, rather than from a manufacturing fault, the customer is eligible for a replacement under this warranty.

Return of the Damaged Product
Once eligibility is confirmed, the customer must ship the damaged product back to us at their own expense. Return shipping costs for warranty claims are the responsibility of the customer.

Replacement Process
The replacement product will only be shipped once the original, damaged product has been received and confirmed by our team. No replacement will be sent prior to confirmation of the returned item.

Timing Requirement
The entire warranty process — from initial claim to the damaged product arriving back in our possession — must be completed within 365 days of the original delivery date. This 365-day period includes weekends and holidays, with no exceptions or extensions.

How to File a Warranty Claim
Email us at info@lorrero.com with your order number, a description of the issue, and clear photo/video evidence of the damage. Our team will review your claim and advise on next steps.

Shipping Protection

At cart, customers have the option to add Shipping Protection to their order. This optional add-on protects your order against damage or loss that occurs during transit, subject to the terms below.

Coverage
If your order arrives damaged, or does not arrive at all, Shipping Protection entitles you to a full refund — provided the conditions outlined below are met in full.

Proof Required
Shipping Protection does not guarantee an automatic refund. To qualify, the customer must provide evidence demonstrating that the damage or loss was caused by the shipping carrier and was not the result of customer error. This includes:

  • Clear photos and/or video of the damaged product and its packaging (for damage claims)
  • Written correspondence from the shipping carrier acknowledging the damage or loss (e.g., a claim confirmation, incident report, or written statement from the postal/courier company)

All evidence must be submitted via email to info@lorrero.com.

Lost Orders
The same evidence requirements apply to orders reported as lost in transit. The customer must obtain and provide written confirmation from the shipping carrier acknowledging the loss before a refund can be issued.

Incomplete Claims
If any part of the required documentation is missing or the claim cannot be fully substantiated, the order will not qualify for a 100% refund under Shipping Protection. Partial or unsupported claims will be reviewed on a case-by-case basis, but full reimbursement is contingent on complete proof being provided.

How to File a Shipping Protection Claim
Email us at info@lorrero.com with your order number, a description of what happened, and all supporting evidence (photos, videos, and written carrier confirmation). Our team will review your claim and respond with next steps.

Questions?

If you have any questions about your order, a return, or a warranty claim, contact us at info@lorrero.com. We're here to help.