Refund policy

At Lorienna, we strive to deliver quality products and a smooth shopping experience. If you are not satisfied with your purchase, you may request a return under the conditions outlined below.

Returns

Return Window: Return requests must be submitted within 30 days of the delivery date.

Condition: Items must be unused, in their original condition, and returned with original packaging, tags, accessories, and documents, if applicable.

Return Charges: Returns are not free. A return handling and shipping fee may be deducted from the refund amount. Charges may vary depending on the item, order value, and return location.

Eligible Return Reasons

Returns may be accepted for the following reasons:

  • Item arrived damaged
  • Wrong item delivered
  • Item received with a manufacturing defect
  • Eligible change-of-mind returns requested within the allowed return window

Free Return Exceptions

If you receive a wrong, damaged, or defective item, the return may be processed at no additional cost after review and approval.

Clear photo or video proof may be required to verify the issue before approval.

Non-Returnable Items

The following items are not eligible for return:

  • Used, washed, altered, or damaged items caused after delivery
  • Items returned without original packaging or missing accessories
  • Personal care, hygiene, intimate, or other safety-sensitive products
  • Items marked as non-returnable on the product page
  • Return requests submitted after 30 days of delivery

How to Request a Return

To request a return:

  1. Email us at  support@lorienna.com your order number and reason for return.
  2. Our support team will review your request and confirm whether your item is eligible.
  3. If approved, we will provide return instructions.
  4. Please pack the item securely and send it back as instructed.

Returns sent without prior approval may not be accepted.

Refunds

Refunds are processed after the returned item is received and inspected.

If approved, the applicable return handling and shipping charges may be deducted from the final refund amount.

Refunds are usually credited to the original payment method within 5–7 business days, depending on your payment provider.

Exchanges

Exchanges are available only for wrong, damaged, or defective items and are subject to stock availability.

If a replacement is unavailable, we may offer a refund or another suitable resolution.

Order Cancellations

Orders may only be cancelled before they are processed or shipped.

Once an order has been shipped, it will fall under the return policy stated above.

Applicable Law

This Return & Refund Policy shall be governed by and interpreted in accordance with the laws of Hong Kong Special Administrative Region (“Hong Kong SAR”).

Any disputes arising from or related to this policy shall be subject to the applicable laws and competent jurisdiction of Hong Kong SAR, unless otherwise required by mandatory consumer protection laws in your country of residence.

Contact Information

For return, refund, exchange, or order-related questions, please contact us:

Website name: Lorienna

Phone: +1 (510) 389-5735

Email: support@lorienna.com

Company: KAVION GLOBAL LIMITED
Address: UNIT 2904-05, 29/F UNIVERSAL TRADE CTR, 3 ARBUTHNOT RD, CENTRAL, HONG KONG

Business Hours: Monday to Saturday 9:30 AM to 7:00 PM (CST)

We aim to respond to all email inquiries within 1–2 business days.