Refund policy

Returns Policy

If for any reason you are not satisfied with the order you received, we kindly request you to contact us. At LORENMELBOURNE.COM we strive to ensure that our customers are 100% satisfied with the products they purchased from our suppliers. In the unlikely event that you are not satisfied, please do not hesitate to contact us so that our team can assist you immediately.

How can you return (part of) your order?

If you decide to return the products to us within the 30-day cooling-off period, we will refund the full order amount within five working days of receiving the returned product. However, we would like to point out that the costs for return shipping cannot be reimbursed.

Follow the steps below to return your product(s):

Please send an email to customerservice@LORENMELBOURNE.COM stating that you wish to return your order, or part of it.

Please wait for a response from our customer service to check if we can accept your return.
If your return is accepted, we kindly request that you pack the product carefully and securely, preferably in the original packaging.
Send the package to the return address you received from our customer service.
Let our customer service know the Track & Trace code.
As soon as the package has been received and checked, we will refund the order amount of the returned products via the original payment method.

Unfortunately, the following products cannot be returned:

Sealed products with a broken seal.
Products that are custom-made according to the consumer's specifications.
Products that are of a personal nature.
Products that cannot be returned due to their nature.
Due to COVID-19 hygiene measures, products in the categories "Beauty", "Kids, Baby" and "Sport" cannot be returned.

Return address:

The return address we use comes from our supplier. Returns should be sent to:

SUPPLIER ADDRESS/OWNER'S ADDRESS

Cancellation of placed orders

Unfortunately, it is not possible to cancel your order. Our orders are processed directly in the system, which means that cancellation is no longer possible.

Damaged products upon receipt

What a shame! It is possible that your product was damaged during transport. If you have received a damaged or incorrect product, we kindly request that you contact us within 30 days of receipt. After this period, the option to return the product unfortunately expires.

In order to resolve the problem as quickly as possible, we request that you send an e-mail with a photo on which the damaged part of the item is clearly visible. The best photos show the damaged part on a flat surface, with the label and the damage clearly visible. We use this information to assist you with your order and to prevent such errors in the future.

For damaged products, we offer a one-time replacement package and unfortunately we cannot refund money. If the product is damaged again upon a second delivery, we will refund the full purchase price.

For questions regarding damaged products upon receipt, please contact us at customerservice@LORENMELBOURNE.COM

Production errors or defects after use

How annoying! It can happen that a production error occurs over time, which is a defect. In other words, the part is broken and no longer meets the standards set by the manufacturer. Please note: wearing parts are excluded from production errors or defects. Wearing parts include:

Drive belts
Batteries
Brake pads and brake discs, brake linings, brake drums
Chains, lamps, pinions, tyres and hoses
Moving parts in the broadest sense of the word

For questions regarding production errors or defects after use, please contact us at customerservice@LORENMELBOURNE.COM

Delivery of incorrect products

We do our utmost to process all orders correctly. Nevertheless, it can sometimes happen that an error creeps in and we accidentally deliver the wrong product to you. Of course, we will solve this problem for you and send the correct order to you free of charge.

For questions regarding the delivery of incorrect products, you can contact us at customerservice@LORENMELBOURNE.COM

Delivery in case of absence or post office

If a package is delivered to your door or left at a post office, the costs for this are borne by LORENMELBOURNE.COM. If the package is not accepted or not collected at the post office, it will automatically be returned to the supplier. In that case, we reserve the right to deduct 100% of the order value from the amount you get back.

Product damaged?

How annoying! We are sorry that your product was damaged during transport. We are happy to offer you new packaging free of charge the first time, but unfortunately we cannot make a refund. If the product still arrives defective the second time, we will refund you the full purchase price.

Lost package?

If a package is lost or not delivered for logistical reasons, we will always send a new package first before applying our refund and return policy.

Import duties

In certain cases, customs may inspect your package upon delivery. Unfortunately, we have no control over the changes in legislation that will apply from 1 July 2021. In some situations, customs may charge a small amount of import duties. However, we want to reassure you that in 99% of cases, these costs do not apply. If you do have to pay customs fees, please contact us.