If the goods show any visible damage at the time of delivery, please reject the shipment or make a note on the delivery note provided by the transport company driver, indicating issues such as 'damaged package' or 'open package'.Upon receiving the order in your warehouse, you have 7 working days to inspect the products, quantities, and references received. If there are any disconformities with the invoice or delivery note, please promptly inform Lorena Canals Customer Service Department backofficeint@lorenacanals (International) or backofficeusa@lorenacanals.com (USA, Canada y rest of America).

Please note that after this 7-day period, Lorena Canals cannot be held liable for any disconformities.

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, please contact our customer service department to request a return label.

When handling claims from end consumers, we want to ensure a smooth process for everyone involved. Therefore, any claims received from end consumers should be managed between the Store and our Lorena Canals Customer Service Department, rather than directly with the costumer. It's essential that solutions are first agreed upon between the retailer and our Customer Service team. If a resolution is provided to an end consumer without our prior approval, Lorena Canals cannot guarantee its fulfillment.

To report a claim, please reach out to our Customer Service Department by sending the Incident Sheet along with any relevant pictures of the damage and the white label of the product (containing the barcode) to:

Customer Service Department International: backofficeint@lorenacanals.com or USA, Canada, rest America: backofficeusa@lorenacanals.com

Please note that the product label serves as the guarantee certificate, and without a picture of this label, we are unable to process claims.

Upon receiving your claim details, our dedicated team will review them within 5 working days and provide a response. If necessary, we will send you a return label to pick up the damage item. Once the product is received and verified at our warehouse, Lorena Canals will proceed with the refund.

All our products come with a 2-year warranty. This means that during this period, we commit to covering any manufacturing damages or quality defects the carpet may have. In case you or your client need more assistance about warranty please contact our Customer Service customerserviceb2b@lorenacanals.com..