General Conditions
1. Seller Information
These General Terms and Conditions of Sale govern purchases made through www.lorenacanals.com.
The website is operated by Lorena Canals SL, with registered office at Ponce de León 4, 08960 Sant Just Desvern (Barcelona), Spain, VAT number B-65606402.
Email: customerservice@lorenacanals.com
These Terms apply to all purchases made through the website by consumers.
2. Scope and Acceptance of the Terms
These Terms govern the purchase of products through www.lorenacanals.com and form part of the contractual relationship between Lorena Canals SL and the customer.
By placing an order through the website, the customer confirms that they have read and accepted these Terms.
The customer may consult, download or save these Terms before completing their purchase.
The version of the Terms applicable to an order is the version in force at the time the order is placed.
Nothing in these Terms shall limit any mandatory consumer rights granted by applicable law.
3. Products and Product Information
We make every reasonable effort to ensure that product descriptions, images, dimensions, colours and other product information displayed on the website are accurate and up to date.
Our products are handcrafted and may present slight variations in colour, texture, shape or finish. Such variations are inherent to the handcrafted nature of our products and do not necessarily constitute a lack of conformity.
Colours displayed on screen may also vary depending on the device, screen settings and other technical factors.
The characteristics and specifications stated on the relevant product page shall apply to the product purchased.
4. Product Availability
Products are subject to availability.
Where a product is unavailable after an order has been placed, we will inform the customer as soon as reasonably possible and may offer an alternative solution or refund the amount paid for the unavailable product.
Lorena Canals SL reserves the right to limit quantities purchased where reasonably necessary, including in cases of suspected fraudulent or abusive purchasing activity.
5. Made-to-Order and Pre-Order Products
Some products are made to order or available for pre-order and may therefore have longer delivery times than products currently in stock.
Unless otherwise indicated on the relevant product page, made-to-order products may take approximately 90 days to be produced and prepared for shipment, while pre-order products may take approximately 120 days to be produced and prepared for shipment.
These timeframes are estimates and may vary depending on production and logistical circumstances.
Where an order contains both available products and made-to-order or pre-order products, the order may be shipped together once all products are ready, unless otherwise indicated or agreed.
The applicable estimated timeframe will be indicated on the relevant product page whenever possible.
6. Orders and Order Confirmation
To place an order, the customer must complete the purchase process on the website and provide the information required to process the order.
Before completing the purchase, the customer will have the opportunity to review and correct the order details.
Once an order has been submitted, the customer will receive an order confirmation by email.
The order confirmation acknowledges receipt of the order but does not prevent Lorena Canals SL from taking the actions described in these Terms where an order cannot be fulfilled.
The sales contract is formed when the order is accepted by Lorena Canals SL and the customer receives confirmation of the order.
We reserve the right not to accept or to cancel an order where reasonably justified, including in cases of product unavailability, evident pricing or technical errors, suspected fraud or misuse, or circumstances beyond our reasonable control.
If an order is cancelled after payment has been made, the amount paid for the cancelled products will be refunded.
7. Prices, Taxes and Currency
Product prices are displayed on the website in the applicable currency and include applicable taxes unless otherwise stated.
Shipping costs, where applicable, will be displayed during the checkout process before the order is completed.
The total amount payable by the customer will be shown before the order is placed.
In the event of an evident pricing or technical error affecting a product or order, Lorena Canals SL reserves the right to correct the error and, where necessary, cancel the affected order and refund any amount already paid.
8. Payment Methods
Payment can be made using the payment methods available at checkout.
Depending on the market and the customer's location, available payment methods may include American Express, Maestro, UnionPay, Shop Pay, Apple Pay, Google Pay, PayPal and Klarna.
The payment methods available for a particular order will be displayed during checkout.
Payment must be successfully authorised before an order can be processed.
Lorena Canals SL does not have access to or store complete payment card details where payment is processed by third-party payment providers.
9. Shipping and Delivery
We ship to the destinations available through the website.
Available shipping methods, estimated delivery times and applicable shipping costs will be displayed during the purchase process.
Delivery times are estimates and may be affected by circumstances outside our reasonable control, including carrier delays, customs procedures, adverse weather conditions or other logistical circumstances.
The customer is responsible for providing accurate and complete delivery information.
If a delivery cannot be completed due to incorrect or incomplete information provided by the customer, additional delivery costs may apply.
Where applicable, responsibility for the products transfers to the customer in accordance with mandatory applicable consumer law.
10. Right of Withdrawal and Returns
Consumers in the European Union generally have a statutory right to withdraw from a distance contract within 14 days without giving a reason, subject to the legal exceptions described below.
In addition to this statutory right, Lorena Canals SL offers an extended return period of 30 days for eligible products, subject to these Terms and the conditions applicable to the customer's market.
The 30-day return period does not affect the customer's statutory rights.
Products must be returned in accordance with the return instructions provided by Lorena Canals SL.
Unless otherwise required by applicable law, returned products should be unused, in their original condition and with their original packaging and tags where applicable.
For information about the return process and applicable return costs, please refer to our return instructions available on the website.
11. Products Excluded from Returns
Certain products may not be eligible for return where permitted by applicable law.
In particular, customised, personalised or made-to-order products may not be returned or cancelled once production has started, except where the product is defective or does not conform to the contract or where mandatory law provides otherwise.
This includes products personalised according to specifications provided by the customer.
Nothing in this section limits any statutory consumer rights relating to defective or non-conforming products.
12. Return Costs
Where a customer exercises their statutory or contractual right to return an eligible product, return shipping costs may apply.
For returns within the European Union, the applicable return fee is currently €20 for Germany, the Netherlands and Austria and €10 for other EU countries.
These fees may be updated from time to time and will be communicated to the customer as part of the return process.
Where a product is defective, damaged on arrival or does not conform to the contract, the customer will not be responsible for return costs where required by applicable law.
13. Exchanges
Where available, exchanges are subject to product availability and the applicable return conditions.
If the requested replacement product is unavailable, the customer may be offered a refund or another appropriate solution.
Certain personalised, customised or made-to-order products may not be eligible for exchange, except where required by applicable law.
14. Refunds
Where a refund is due, Lorena Canals SL will refund the amount paid using the same payment method used for the original transaction, unless otherwise agreed or required by applicable law.
For statutory withdrawals, refunds will be processed in accordance with applicable law.
Where a customer exercises the statutory right of withdrawal, Lorena Canals SL may withhold the refund until the returned goods have been received or the customer has provided evidence that they have been sent back, whichever occurs first, where permitted by applicable law.
Refunds may take additional time to appear in the customer's account depending on the payment provider or financial institution.
15. Legal Guarantee of Conformity
Products sold to consumers in the European Union are covered by the legal guarantee of conformity provided for under applicable EU and national consumer law.
As a minimum, EU consumers benefit from legal guarantee protection for a period of two years from delivery of the goods, subject to the specific rules applicable in the customer's country of residence. Some countries may provide longer periods or additional consumer protections.
If a product does not conform to the contract, the consumer may be entitled to remedies such as repair or replacement free of charge and, where the applicable legal requirements are met, a reduction of the price or termination of the contract and reimbursement.
The applicable remedies, time limits and conditions are determined by the mandatory law applicable to the consumer's purchase.
To make a claim, customers should contact Customer Service and provide proof of purchase together with information describing the lack of conformity.
Consumers purchasing goods in the European Union are also entitled to the rights described in the mandatory EU harmonised notice on the legal guarantee of conformity. The applicable harmonised notice will be made available on the website in accordance with the requirements applicable from 27 September 2026.
The legal guarantee of conformity is separate from any additional commercial guarantee that Lorena Canals SL or a third party may offer.
16. Gift Cards – Terms and Conditions
Lorena Canals Gift Cards are electronic gift cards that can be purchased through the website and are delivered by email. The Gift Card code may be forwarded to the intended recipient and used for eligible purchases on the official Lorena Canals online store.
Gift Cards are valid exclusively online at www.lorenacanals.com and cannot be used in physical stores or through any other Lorena Canals website.
Each Gift Card is valid for two years from the date of purchase. Once this period has expired, the Gift Card can no longer be used and any remaining balance will be forfeited.
Gift Cards are non-refundable and cannot be returned or exchanged for cash.
The Gift Card code should be kept secure by the purchaser or recipient. Lorena Canals SL is not responsible for Gift Cards that are lost, stolen, copied or used without authorisation.
Gift Cards may only be used in accordance with the conditions applicable at the time of purchase and may be subject to any additional restrictions communicated on the website.
17. Order Cancellation
Customers may cancel an order where cancellation is permitted by applicable law and provided that the order has not already entered a stage of processing or production that prevents cancellation.
For customised, personalised, made-to-order or pre-order products, cancellation may not be possible once production or preparation has started, except where required by applicable law.
Lorena Canals SL may also cancel an order where reasonably justified, including in cases of product unavailability, evident pricing or technical errors, suspected fraudulent activity, misuse of promotional codes or circumstances beyond our reasonable control.
Where an order is cancelled by Lorena Canals SL after payment has been made, the amount paid for the cancelled products will be refunded.
18. Promotions, Discounts and Promotional codes
Promotions, discounts and promotional codes are subject to the specific conditions communicated with each promotion.
Unless otherwise stated, promotional codes must be entered during checkout and cannot normally be applied retrospectively. Only one promotional code may be used per order. Promotions cannot be combined with other discounts or promotional codes unless expressly stated.
Promotional codes have no cash value and cannot be exchanged for cash. Promotions may be subject to minimum purchase amounts, product exclusions, customer eligibility requirements or specific validity periods.
Promotions may not apply to customised, personalised, made-to-order or other excluded products unless expressly stated.
Lorena Canals SL reserves the right to correct or cancel a promotion in the event of an obvious technical or pricing error.
The specific conditions communicated for each promotion shall prevail where they differ from these general promotional rules.
19. The LC Family Loyalty Programme
Participation in The LC Family loyalty programme is subject to the separate The LC Family Terms.
These Terms govern purchases made through the website but do not replace or modify the specific terms applicable to The LC Family loyalty programme.
20. Personal Information and Privacy
The processing of personal information in connection with purchases and use of the website is governed by our Privacy Policy.
The Privacy Policy explains how Lorena Canals SL collects, uses and protects personal information and how customers may exercise their privacy rights.
21. Applicable Law and Consumer Rights
These Terms are governed by Spanish law, without prejudice to any mandatory consumer protection provisions that may apply in the customer's country of residence.
Where the customer is a consumer, nothing in these Terms is intended to exclude or limit mandatory rights granted to consumers under applicable law.
Any dispute arising in connection with a purchase shall be subject to the competent courts determined in accordance with applicable law, including any mandatory jurisdiction rules protecting consumers.
22. Changes to These Terms
Lorena Canals SL may update these Terms from time to time to reflect changes to our products, services, website or applicable legislation.
The version applicable to a purchase is the version in force at the time the order is placed.
Any material changes will be published on the website with the corresponding updated date.
23. Contact
For questions relating to an order, product, return, payment, delivery or any other matter concerning these Terms, customers may contact us at:
Lorena Canals SL
Ponce de León 4
08960 Sant Just Desvern (Barcelona)
Spain
Email: customerservice@lorenacanals.com
24. Current Promotions
The promotions currently available on the Lorena Canals website are listed below.
Gift with purchase: Vegetable or fruit DIY
Validity: From 2 October 2026, while stocks last.
Offer: Receive a Vegetable or Fruit DIY kit free of charge with purchases of €199 or more.
Conditions: In the event of a return, the Vegetable or Fruit DIY kit received as part of the promotion must also be returned.
Last updated: 02/10/2026