To request an exchange or return of the product, you must contact us via WhatsApp or by email suporte@lorenababy.com within 7 calendar days after delivery, informing the order number, the item you wish to exchange and the reason for the request.
After the procedure, we will return within 48 business hours with instructions on how to proceed. In order for the product exchange to be accepted, the item must be sent in its original packaging and without signs of use. Otherwise, we will not accept the return.
NOTE: If the request is not made within 7 days of receipt, the customer will lose the right to exchange or return.
For exchanges, we do not cover the round-trip shipping costs.
Cancellation of purchase must be requested within 24 hours after payment!
The product must comply with the exchange or return policy following the requirements below:
- The product must not show any signs of use.
- Products must be returned with all original packaging.
- The Customer must pack the product in a way that prevents damage.
- No exchange will be made for products damaged or modified by the customer.
Address error:
Shipping address: Once the package has entered the shipping process, it is no longer possible to change the recipient's address. If the package is returned to the sender and the customer is interested in a new shipment, the shipping cost for the new package is the customer's responsibility, as we are not responsible for incorrect address data, since there has already been a shipping cost, even for customers who received free shipping. In the event of an error in registering the address or returning the package to the recipient, the new shipping cost is the customer's responsibility.
In cases of loss or any delivery problem related to our carrier, a new shipment will be requested and the delivery period will restart.
Refund : every refund is accompanied by proof of refund, which the customer receives a copy of.
When the purchase is made by card: the refund is made by the card itself.
If the purchase is made using a bank slip: the person must send their account details to receive payment via TED or PIX.
If the purchase is made via PIX: the person must send their PIX details to receive the refund amount.