Refund policy

Last Updated: August 11, 2026

Return & Refund Policy

This policy is formulated in full compliance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010, regulated by the Australian Competition and Consumer Commission (ACCC). Statutory consumer guarantees cannot be excluded, restricted or overridden by store policies and apply to all orders placed with Lorenya across Australia.
ACCC Mandatory Statement: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. Statutory Consumer Guarantees

Under Australian Consumer Law, customers are entitled to remedies for goods that are faulty, damaged on arrival, unsafe, misdescribed or unfit for their intended purpose. For major failures, customers may choose a full refund or free replacement. For minor failures, we will provide professional repair or replacement solutions within a reasonable timeframe. These legal rights apply unconditionally and override all voluntary store return rules.

2. Voluntary Change-of-Mind Returns

Australian law does not mandate cooling-off periods for standard online change-of-mind returns. As an enhanced customer benefit, Lorenya offers a voluntary 30-day return window for eligible items. All returned goods must be unused, unwashed, undamaged, with original tags and intact packaging in fully resalable condition. Return shipping fees for change-of-mind returns are borne solely by the customer.

3. Return Processing Procedure

Customers must submit return requests via hello@lorenya.com within the valid return period. Our quality inspection team will verify returned items and complete processing within 3–5 Australian business days, excluding weekends and national public holidays.

4. Return Shipping Responsibility

We cover all return postage costs and provide full refunds or free replacements for faulty, damaged, incorrect or mis-shipped items caused by our operational error. Customers are responsible for all return shipping fees for personal preference returns including size mismatch and style dissatisfaction.

5. Refund Processing Timeline

Once return inspection is approved, refunds will be initiated immediately to your original payment method. Final fund arrival time depends on the processing cycle of Australian financial institutions.

6. Non-Returnable Items

Customised personalised products, opened intimate apparel and cosmetic goods, and items marked “Final Sale” are excluded from voluntary change-of-mind returns. Statutory ACL consumer guarantees still fully apply if these items are defective or non-compliant.

7. Order Cancellation

Unshipped orders may be cancelled free of charge at any time before dispatch. Once dispatched, orders cannot be cancelled and must be returned via our official return process.