EXCHANGE POLICY — Lorvenze
This exchange policy is valid from February 2026.
If you are not satisfied with the product or have changed your mind about the purchase, you may request an exchange or return within 7 days from the date of receipt of the order at your address.
Conditions for making an exchange:
If you wish to make an exchange, the product must be in perfect condition and show no signs of use — that is, in the same condition in which you received it. Additionally, the item must be in its original packaging.
How to request an exchange:
Send an email to [email protected] stating your full name, order number, and reason for the exchange. We will get in touch with you with the information needed to complete the exchange.
Conditions for return due to change of mind:
If you have changed your mind about the purchase, you may also return your order within 7 days from the date of receipt of the order at your address.
How to request a return due to change of mind:
Send an email to [email protected] stating your full name and order number. You will receive your refund within 30 days from the date on which we receive the returned products. The amount will be refunded using the same payment method you selected when making your purchase in our online store. There will be no additional cost to you to receive the refund.
Products with manufacturing defects:
In accordance with Brazilian legislation, in the case of items with manufacturing defects, you have the right to request a return within 30 days from the date of receipt of the order at your address.
How to request a return for defective products:
Send an email to [email protected] stating your full name, order number, and information about the manufacturing defect (description with photos or videos). We will review your case within 30 days from the date on which we receive the returned products. The amount will be refunded using the same payment method you selected when making your purchase in our online store. There will be no additional cost to you to receive the refund.
How to return products:
In accordance with Consumer Rights legislation, the shipping costs for returning products under the right of withdrawal or for items with manufacturing defects will be covered by our store through the reverse logistics process.
You will receive a postage authorization code by email after your exchange or return request and will need to drop off the merchandise at a post office. We do not cover packaging costs, so we suggest that you use the same packaging in which you received your purchase (if it is not damaged) or an appropriate box that will protect the items during transport.
Contact us:
If you have any questions about our exchange policy, please contact us at [email protected].
