Refund policy

Return Window You have 14 days from the delivery of your order to request a return or cancellation. For EU customers, this right applies under the EU right of withdrawal - no justification required.

To start a return or cancellation request, log in to your account at https://account.lorenzocaia.comhttps://account.lorenzocaia.com, go to your Orders, and follow the steps. Items sent back without first submitting a request will not be accepted.

Eligibility To be eligible for a return, your item must be in the same condition as received - unworn, unused, with tags, and in its original packaging. You'll also need proof of purchase.

Exceptions - Non-returnable items The following cannot be returned:

  • Digital products and downloadable files (once accessed or downloaded)
  • Custom or personalized items
  • Perishable goods
  • Sale items and gift cards

Cancellations You may cancel your order at any time before it is fulfilled. To cancel, log in to your account at https://account.lorenzocaia.com  and submit a cancellation request from your Orders page.

Return Shipping Return shipping costs are the customer's responsibility in all cases, except where the item is damaged or incorrect. We strongly recommend using a tracked service.

Refunds Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 14 days of receiving your return notification. Note that your bank or card provider may take additional time to process the refund.

We will also refund the standard outbound shipping cost paid at checkout. We are not required to refund premium or express shipping upgrades.

If more than 14 days have passed since your return was approved and you have not received your refund, contact us at info@lorenzocaia.com.

Damages and Issues Inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at info@lorenzocaia.com so we can resolve the issue.

Exchanges To exchange an item, return the original and place a new order once the return is accepted.