Return & Refund Policy

At Lorvixen™, your satisfaction is important to us. We want every customer to feel confident when choosing products for their pets and home.

This Return & Refund Policy explains the requirements, process, and guidelines for returns, replacements, and refunds.

1. Return Requirements

We offer a 30-day return period after your order has been delivered.

To qualify for a return, items must meet the following conditions:

The product must be in its original condition
The item must be unused and free from damage
Original packaging should be included when possible
Proof of purchase or order information is required

Returns that do not meet these requirements may not be accepted.

2. Requesting a Return

Before sending any product back, please contact our customer support team:

Email:
service@lorvixen.com

Once your return request has been reviewed and approved, we will provide the necessary return instructions.

Please do not ship items back before receiving return authorization. Unauthorized returns may not be processed.

3. Damaged, Incorrect, or Defective Items

Please check your order carefully after delivery.

If your item arrives damaged, has a quality issue, or you receive the wrong product, contact us as soon as possible.

Please include:

Order information
Photos of the item and packaging
A description of the issue

Our team will review your request and work toward a suitable solution.

4. Items Not Eligible for Return

Certain products cannot be returned due to their nature, including:

Customized or personalized products
Items that have been used or altered
Gift cards
Clearance or final sale items
Products without original packaging when required

Original shipping charges are generally non-refundable.

If you are uncertain whether your purchase qualifies for a return, please contact us before submitting your request.

5. Exchanges

If you would like to exchange an item, the recommended process is:

Request a return for the original product
Once the return is approved, place a new order for the desired item

This helps ensure faster processing and availability of your preferred product.

6. European Union Return Rights

For customers located in the European Union, eligible purchases may qualify for a 14-day cancellation period according to applicable consumer regulations.

To qualify:

The item must remain unused
The product should be returned in its original condition
Proof of purchase may be required

This right applies separately from our standard return timeframe.

7. Refund Processing

After we receive and inspect your returned item, we will send a confirmation regarding your refund status.

If approved:

Refunds will be issued to the original payment method
Processing may take up to 10 business days
Your bank or payment provider may require additional time to complete the transaction

If you have not received your refund after the expected processing period, please contact us at:

service@lorvixen.com