Refund policy
Lorenzi & Montague – Return & Refund Policy
At Lorenzi & Montague, our aim is to make your experience as smooth as possible. If you have any concerns about your order, please contact us first so we can work together on a suitable solution.
If for any reason you are not completely satisfied, you have the right to return your order within 30 days of receipt.
Important Notice About Returns
Lorenzi & Montague is headquartered in the Netherlands. This address is not a return location.
Our logistics and fulfilment are managed through international distribution partners. All returns will be sent to the designated return address provided upon approval of your request. This address will be located outside your country of residence.
Order Cancellations
Orders can be cancelled only before they are shipped.
Once an order has been dispatched, cancellation is no longer possible. In that case, you may request a return after delivery in accordance with our return process.
Conditions for Returns
To be eligible for a return:
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The item must be in its original condition, unworn or unused, with all tags attached and in the original packaging.
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A receipt or proof of purchase must be provided.
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A return request must be submitted via email and approved before sending any items back.
Items returned without prior authorization will not be accepted and may be returned to the sender at their own expense or disposed of, depending on the circumstances.
Non-Returnable Items
Some items cannot be returned:
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Custom-made or personalized items, unless defective
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Hygiene-sensitive accessories (e.g. earrings or items worn close to the skin) for health and safety reasons
Defective or damaged items are always eligible for return or replacement, in accordance with applicable consumer protection laws.
How to Start a Return
To request a return, email info@lorenzi-montague.com with your order number and reason for return. Once your request is approved, we will provide the correct return address and instructions.
Return Costs
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Return shipping costs are the responsibility of the customer.
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We do not provide prepaid return labels.
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A trackable shipping service is required for all returns. This ensures proof of delivery and protects both parties.
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Customers are responsible for any items lost or damaged during the return process.
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Please ensure your return is securely packaged.
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Please note: Depending on your local customs regulations, you may also be responsible for any import duties, taxes, or customs clearance fees incurred when returning the item to our international warehouse.
Damaged or Incorrect Items
Please inspect your order upon receipt. If an item is defective, damaged, or incorrect, contact us immediately at info@lorenzi-montague.com. We will review the issue and arrange a suitable solution.
Exchanges
We offer exchanges for eligible items or store credit. The fastest way to receive a replacement is to return the item and place a new order once your return is approved.
Refunds
Once your return is received and inspected, we will notify you if your refund is approved.
Approved refunds will be processed to your original payment method within 10 business days of approval.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@lorenzi-montague.com.
Contact Information
Business Address: De Nieuwe Erven 3, Cuijk, Noord Brabant, 5431 NV, NL
Email: info@lorenzi-montague.com
Phone: +31 6 57417218