Exchanges and returns
The Lorena Canals Online Store works with the exchange and return policy listed below. This policy can only be applied to a product purchased at the Lorena Canals online store.
If you would like to exchange one product for another, you will first need to return the original product and then place an order for the product you wish to purchase.
In the event of not wishing to keep a product, you have 30 calendar days to return it.
1. Please contact our Customer Service department ([email protected], telephone (+34) 93 624 62 19, open Monday-Friday 9:00-17:00, GMT+1, of your intention to carry out a return, specifying:
- Order number and the reason why you wish to return the product. This information will help us improve our service and our products.
- The quantity and reference details of the products to be returned.
- Pick-up details: the forename and surname of the person who placed the order, the full collection address, a contact telephone number, the preferred time period for collection (we will forward this request to the couriers but cannot guarantee that they will be able to accommodate such a period).
2. Our Customer Service department will arrange the collection with our Logistic department in accordance with the details provided. To enable the courier to collect your return, the product must be in the original packaging in which it arrived or in packaging of similar characteristics. If there are various products to return, all the items should be grouped into a single package to facilitate the return.
3. The cost of the return will be shared equally between the client and Lorena Canals; these expenses will be notified once the collection address is confirmed and it will be necessary to accept this to start the collection process. As a guide, the shipping price of a carpet (in Peninsula) is usually about € 10, so the customer would assume only € 5.
4. In the event that the return is attributable to a defective product, and only when our warehouse confirms that it is indeed a case of a defective product, the costs of return will be borne by Lorena Canals.
5. Once the products have been received and checked in our warehouse, over the course of the next 10 working days a refund of the amount paid by the customer will be made, except the shipping costs (if there were any). The refund will be made using the same form of payment as that used to place the order.
6. The product will be deemed to have been returned in perfect condition if, as well as being free of blemishes, it possesses the various labels showing the product details and quality/care information. In the event of not fulfilling one of these requirements it will not be possible to accept the return.
7. The return address is: Lorena Canals, S.L. C/ Ponce de Leon, 4, 08960 - SANT JUST DESVERN, Spain.