RETURN POLICY
RETURN POLICY
Return & Refund Policy
Returns
Can I return my order?
Yes.
If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a return, the following conditions must be met:
- The item must be returned in its original packaging with all original tags, accessories and inserts included.
- All original tags must remain attached to the item. Returns without original tags may be refused.
- The item must be unworn, unwashed, and free from stains, odors, makeup, perfume, deodorant, pet hair or any other signs of use or damage caused by the customer.
- Items returned incomplete, missing accessories, original packaging or tags may not qualify for a refund.
- Any defective or damaged item must be reported within 48 hours after delivery.
- Customers are responsible for selecting the correct size using our size guide before placing an order. Loren Houston cannot be held responsible for incorrect size selections made by the customer.
- Please note that actual product colors may vary slightly due to differences in monitor settings, lighting and photography. Such differences are not considered product defects.
- All sale, clearance, promotional and discounted items are final sale and cannot be returned, exchanged or refunded unless required by applicable law.
Your return request will be reviewed within a few business days. If the above conditions are met, your return request may be approved.
Loren Houston reserves the right to determine, at its sole discretion, whether a returned item complies with the conditions of this Return & Refund Policy.
We reserve the right to refuse returned items if we suspect that they have been used, altered, damaged or otherwise do not comply with this policy.
Loren Houston also reserves the right to refuse returns, refunds or exchanges in cases of suspected fraud, chargeback abuse, excessive returns or any misuse of this Return & Refund Policy.
How do I return my order?
Returns will only be accepted after prior authorization from Loren Houston.
Please send an email to:
customerservice@lorenhouston.com
Please include the following information:
- Order number
- Reason for the return request
- Photo(s) of the product in case of damage or defect
- First and last name
- Customer address
After reviewing your request, we will provide you with the correct return address.
Please do not return your order to the sender's address. Returns sent without prior authorization may be refused.
Return Shipping
Customers are responsible for all return shipping costs.
Customers are responsible for obtaining and retaining valid proof of shipment, tracking information and, where available, proof of delivery when returning an item.
Returns sent without valid tracking information or proof of delivery are entirely at the customer's risk and may not qualify for a refund if the package cannot be confirmed as delivered.
Until the returned package has been successfully received and accepted by Loren Houston, the shipment remains entirely the customer's responsibility.
Loren Houston is not responsible for returned packages that are lost, delayed, damaged or misdelivered during return transit.
Items damaged during return transit due to insufficient packaging may be refused or may be eligible only for a partial refund, at Loren Houston's sole discretion.
Order Cancellation
Orders are processed as quickly as possible through our automated fulfillment system.
Once an order has entered processing or has been shipped, it can no longer be cancelled.
If you no longer wish to keep your order after receiving it, you may request a return in accordance with this Return & Refund Policy.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address.
Loren Houston is not responsible for delays, failed deliveries, lost shipments or additional shipping costs resulting from incorrect or incomplete address information provided by the customer.
Orders returned because of an incorrect or incomplete shipping address may be subject to additional shipping charges before they can be resent.
Refused Deliveries
Orders refused by the customer without prior authorization may be subject to return shipping charges, customs duties, handling fees and any other costs incurred. These costs may be deducted from any eligible refund.
Refunds
Refunds will only be considered after the returned item has been received and inspected by our returns department.
Approval of a return request does not automatically guarantee a refund. Refunds will only be issued after the returned item has been received, inspected and approved by Loren Houston.
Original shipping charges, shipping insurance (if applicable), customs duties and any other non-refundable service fees are not refundable unless required by applicable law.
If the returned item does not meet the conditions described in this Return & Refund Policy, Loren Houston reserves the right to refuse the refund or issue a partial refund where appropriate.
If approved, refunds will be issued to the original payment method used for the purchase.
Please allow up to 10 business days for your financial institution to process the refund after it has been issued.
Limitation of Liability
Loren Houston shall not be liable for delays, losses or failure to perform resulting from circumstances beyond our reasonable control, including but not limited to carrier delays, customs inspections, extreme weather conditions, strikes, natural disasters, governmental actions or other force majeure events.
Policy Updates
Loren Houston reserves the right to amend, modify or update this Return & Refund Policy at any time without prior notice.
Any changes will become effective immediately upon publication on this website.
The version of this Return & Refund Policy that was published at the time your order was placed will apply to your purchase, unless otherwise required by applicable law.
