Refund policy
Right of withdrawal
We grant you a right of withdrawal of 14 calendar days after receipt of the goods. The deadline is met if the written withdrawal is sent by email within this period. Exercising the right of withdrawal leads to the contract being reversed. You can find detailed information on when an item can be returned here. Please always contact our customer service before returning an item.
Return conditions
Items can be returned within 14 days of receipt. Returned items must be unused, unopened and in the same condition as when you received them. After checking the returned items, we will refund the purchase price. After the 14-day period, we are unfortunately no longer able to offer a refund or exchange.
Important note on sale items:
Sale items are excluded from returns, even if they are within the stated period of the money-back guarantee.
Return conditions for a refund
Return of a non-defective, unopened item:
- Product in its original packaging and undamaged
- Item received no more than 14 days ago
- Condition checked in our warehouse
- Full refund (100%) of the purchase price
No right of return:
- On reduced items
- Product in opened or damaged original packaging
- Used products
- Products without original packaging
- Included accessories missing
- Opened consumables
- Return period expired
- Hygiene items (underwear, tights, socks)
Refunds
As soon as we have received and checked your return, we will inform you by email of its receipt and of whether it has been accepted or rejected. If the return is accepted, the refund is made automatically within 20 days to your originally chosen payment method.
Late or missing refunds
If you have not yet received a refund, please first check your bank account and then contact your credit card company. It may take some time before the refund is officially posted. If you still have not received your refund, please contact our customer service.
Shipping of returns
Shipping costs for returns are currently borne by you. Shipping costs for the original delivery are not refunded.
Wrong item
If you have received a wrong item by mistake, please first check carefully that the delivered product does not match one of the items you ordered. If you have indeed received a wrong item, please contact us immediately.
Transport damage
If your order was damaged during transport, please contact our support.
Cancellation conditions
Orders can be cancelled by email up to 48 hours after the time of order, provided the order has not yet been shipped. Once the order has been shipped, cancellation is no longer possible.
30-day satisfaction guarantee
At LOREVA, your satisfaction comes first. That is why we offer you a voluntary satisfaction guarantee of 30 calendar days from receipt of your order.
Free size exchange, no return needed
Your item doesn’t fit? No problem!
We will send you a new size free of charge, at no extra cost and without you having to return the original item, provided the desired size is in stock.
This offer also applies to sale items and reduced products.
You may keep the original item. No return is required and there are no additional costs.
To take advantage of this offer, simply contact our customer service and tell us your order number and the new size you would like.
Refund as a voucher, no return needed
If you are not completely satisfied with your purchase, you can request a voucher for our LOREVA online shop within 30 calendar days of receiving your order.
This guarantee applies to all items, including sale items and reduced products.
So that we can continuously improve our products and service, we simply ask you to tell us the reason for your dissatisfaction and your personal feedback.
After reviewing your request, and provided the conditions of our satisfaction guarantee are met, you will receive a voucher for the purchase price actually paid for the items concerned.
No return is required. You may keep the items concerned.
Under this voluntary satisfaction guarantee, there is no cash payment and no refund to the payment method originally used.
The original shipping costs are not refunded under this guarantee.
How do I make a request?
Please contact our customer service at info@loreva.ch and provide the following information:
- Your order number.
- The reason for your request and your personal feedback.
- The new size you would like, if you want a size exchange.
Our team will review your request and help you find the right solution.
This voluntary satisfaction guarantee applies in addition to your statutory rights, in particular for defective, damaged or non-conforming items, and does not limit them in any way.