1. Disconformity with products delivered
If at the moment of delivery the goods present any kind of visible damage, please reject the shipment or leave record in the delivery note of the transport company driver stating "damaged package, open package, etc.".
Once the order is received in your warehouse, you have 7 working days to review the products, quantities and references received, and inform Lorena Canals about any disconformity in relation with the invoice or delivery note. Past this time frame, Lorena Canals is not liable for any disconformities.


2. Returns
Lorena Canals can only accept the return of an item if it presents any damage or quality nonconformity, subject to review and approval of the complaint.
If an item needs to be returned to Lorena Canals, the Lorena Canals Logistics Department will handle the pick up at the agreed location.


3. Handling of quality complaints
Claims received by an end customer must be handled between the Store and the Lorena Canals Customer Service Department and not directly with the end customer. Solutions to such claims must firstly be agreed between the retailer and the Lorena Canals Customer Service Department. If a solution is provided to an end customer that the Lorena Canals Customer Service has not agreed to, Lorena Canals is not responsible for fulfilling it.
To inform us about a claim, please contact the Customer Service Department by sending the Incident Sheet and, if applicable, pictures of the damage plus the white label of the product (with the bar code) to the following address:

Customer Service Department
customerservice@lorenacanals.com
Phone: +34 638 987 987


The product label is the guarantee certificate of the product. Without a picture of this label, no claims will be processed.
The Department will review the details of your Incident Sheet and contact you during the next 5 working days with an answer to your claim.
If needed, the collection of the damaged item will be arranged by the Logistics Department of Lorena Canals. Once the product is received and verified by the warehouse staff, Lorena Canals will proceed with the refund of the product cost or the shipment of the product replacement within the next 10 working days.