1.Cancellation Policy, Return Policy & Refund Policy
1.Cancellation before dispatch & delivery of the order
1.1.Customers are allowed to cancel their online orders any time before the dispatch and delivery of the order from the customer’s dashboard.
1.2.Refunds for cancelled orders shall be done through card refund to the same card that was used to make the payment. The process will take up to 5-7 working days.
1.3.Cancellation requests shall be done either through the customer dashboard or by calling our customer service number at +971542520117 or sending an email to info@lorenzohome.ae .
1.4.Refunds may take up to 5 working days depending on the respective bank’s policy. LORENZO shall not be liable for any delays in the refunds by the banks.
Cancellation after dispatch of the order
1.5.In case of a manufacturing defect, it shall be covered under the 2-year warranty provided by LORENZO.
1.6.In case of return and cancellation due to any other reason, the customer can cancel either at the time of delivery after inspection of the product to avoid the return shipping cost or within 3 days of delivery. Refunds will be done on the original payment method.
1.7.All returned product shall be in its original state, unused, and no damage has been caused. LORENZO reserves the right to inspect the product prior to accepting the return of the product.
1.8.Incase of return , in the instance where the delivery team has to come back to collect the item, there will be delivery charges incurred to the customer which will be communicated prior to collection. These charges will be deducted from the refund amount.
1.9.Refunds for returned products shall be done through the same payment method that was used to make the payment at the time of purchase in the event the product is in its original packaging and unused. The process will take up to 5-7 working days.
1.10.Return requests shall be done either through the customer dashboard or by calling our customer service number at +971542520117 or sending an email to info@lorenzohome.ae.
1.11.All refunds shall be made to the credit/ debit card or bank account that was used to place the order. Refunds may take up to 5 business days depending on the respective bank’s policy. LORENZO shall not be liable for any delays in the refunds by the banks.
2.Exchange Policy
2.1.Exchange of a purchased item is available within 3 days of delivery of the item.
2.2.All exchange products shall be in its original state, unused, and no damage has been caused.LORENZO reserves the right to inspect the product prior to accepting the exchange of the product.
2.3.If the customer wishes to exchange an item, and does not want to decide immediately, a credit note will be given to the customer with an expiry date of 3 months.
2.4.For any differences in the price, in case of excess cost, the customer needs to pay the amount in advance. This can be done by contacting our customer service. For a lesser amount than the originally placed order, the remaining price will be given to the customer in the form of a credit note applicable for 3 months.
2.5.No return or exchange is allowed for Mattresses purchases.
2.6.LORENZO takes pride in delivering the best of quality and ensuring that you receive the products in impeccable form. We therefore, do not take any return or exchange for purchases from Saudi Arabia, Qatar & Oman. We encourage you to check the items carefully at the time of delivery.
3.General Guidelines
3.1.Click and collect option is available for orders below 1000 aed. The customer service agent will contact the customer once the order is ready for collection from the store.
3.2.Cash/Payment on Delivery (COD) is available for online orders below 5000 aed. Incase of card payment, the customer needs to inform the delivery team in advance so they can bring the POS machine for card transaction.
3.2. LORENZO can store your shopped products free-of-cost for 30 days from the date of invoice.
3.3.All our products are covered with a 2-year warranty against manufacturer defects.
4.Returns & exchange for Super sale items
There will be no returns & refunds for the super sale products. Only exchange is allowed within 3 days of receipt of the order.
5.Returns & exchange for deliveries outside of UAE
LORENZO Furniture does not allow returns, exchanges, or refunds for items shipped to other countries, such as Saudi Arabia, Oman, Qatar, and Bahrain. The only exception to this policy is if a product has a manufacturer’s defect, and in such cases, the decision to allow a return or exchange is made at the discretion of LORENZO.
6.Costumer Complaints
Customer service agent will revert to any customer complaint within a maximum of 3 working days.
Kindly contact our customer service number at T: +971542520117 or email at E: info@lorenzohome.ae .