Return & Refund Policy

Lorenixa
A clear and straightforward approach to returns, refunds, damaged items, and order issues.

Before sending anything back:
Please contact service@lorenixa.com and wait for return instructions. Do not send a return to any address unless our Customer Service team has specifically instructed you to do so.

1. Return Window

Eligible products may be returned within 30 calendar days after delivery, subject to the requirements of this policy and applicable law.

2. Return Eligibility

For preference-based returns, products should be unused, undamaged, clean, complete, and in their original condition with included accessories, components, instructions, and packaging where reasonably possible.

Products showing misuse, accidental damage, unauthorized modification, excessive wear, or missing components may not qualify for a full refund where permitted by applicable law.

3. Non-Returnable Products

  • Personalized or customized products.
  • Products clearly marked as final sale before purchase.
  • Products that cannot reasonably be returned because of their nature or condition.
  • Products purchased through unauthorized third-party channels.

4. How to Request a Return

To request a return, contact service@lorenixa.com.

Please include the following information:

  • Order number
  • Product name
  • Reason for the return
  • Photos or videos when relevant

5. Return Warehouse Address

Return instructions are required before shipment.

Please contact Customer Service before returning any product. Once your return request is approved, use the following return warehouse address:

Return Warehouse:
3/F, Building A, Factory Building,
Heyu Industrial Zone, Zancheng Community,
Fuhai Street, Bao'an District,
Shenzhen, China.

6. Return Shipping Costs

Preference-Based Returns

Customers are responsible for return shipping costs for preference-based returns unless otherwise stated or required by applicable law.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, incorrect, or materially different from its product description, please contact us with supporting photos or videos.

When an issue is confirmed to be our responsibility, we will provide an appropriate replacement, refund, or return solution without charging the customer for the applicable return shipping cost.

7. Refund Timing

Approved refunds are issued to the original payment method within 5–10 business days after the returned product has been received and inspected.

Your bank or payment provider may require additional time to post the refund after it has been issued.

8. Exchanges

Exchange availability depends on inventory. If a direct exchange is unavailable, an approved return followed by a new order may be available.

9. Customer Service

Email: service@lorenixa.com

Customer Service Hours:
Monday–Friday, 9 AM–6 PM ET