Exchange and return policy

Damages and Issues

Please inspect your order upon delivery and make an unboxing video. Notify us promptly at info@lorazzo.com or +91 9315819576 if the item is damaged, defective, or incorrect. This helps us review the issue quickly and provide the right resolution.

Exchange Policy

Wherever possible, Lorazzo prefers resolving customer concerns through a replacement or exchange before processing a refund.

Exchange Eligibility

A product may be eligible for an exchange if:

  • You received the wrong product.

  • You selected the wrong product or size while placing the order.

  • The product has a verified manufacturing defect.

  • The requested replacement product is available in stock.

Exchange Process

  • Create a return request by following the steps mentioned under the Return Process.

  • Place a new order for the product you wish to purchase as a replacement. 

  • Once the returned product is received at our warehouse and successfully passes our quality inspection, the refund for the returned product will be initiated. Please refer to the Refund Policy for more details. 

Exchange Conditions

  • Exchange requests must be raised within 30 days from the invoice date.

  • The returned product must pass Lorazzo's quality inspection.

  • All exchanges are subject to stock availability.

  • Returns must be sent to:

LRZ Innovations Private Limited
Industrial Shed No. 182B, Sector 27-28
Hisar, Haryana – 125005

  • After the product is received, our review team will evaluate the exchange request. This evaluation may take up to 48 hours from the time of receipt.

  • Once your exchange request is approved, we will initiate the dispatch of a replacement product. Delivery timelines will depend on the shipping partner.

Return and refund policy

At Lorazzo, we want you to shop with confidence. That's why we offer an easy return policy for up to 30 days from the date of invoice, making your shopping experience simple and hassle-free.

Return Eligibility

You can request a return within 30 days from the invoice date if your order meets any of the following conditions:

  • You received the wrong product.

  • The product was damaged during transit.

  • The product has a verified manufacturing defect.

  • You changed your mind after the purchase. (Refund will be processed after deducting applicable shipping charges.)

Return Conditions

To be eligible for a return:

  • A return request must be raised within 30 days from the invoice date by emailing info@lorazzo.com or calling +91 9315819576.

  • A valid proof of purchase is required.

  • The product should be returned with all original accessories, manuals, and packaging (where reasonably available).

  • The product must not show signs of misuse, accidental damage, or unauthorised modifications.

  • All return requests are subject to inspection and approval by the Lorazzo Quality Team.

Products Not Eligible for Return

Returns will not be accepted in the following cases:

  • Damage caused during installation.

  • Damage caused due to improper plumbing, misuse, or negligence.

  • Products that have been modified, altered, or repaired by unauthorised persons.

  • Products returned with missing parts, accessories, or components.

Return Process

  1. Raise a return request by contacting our Customer Support team.

  2. Email us at info@lorazzo.com or call +91 9315819576.

  3. Share your order details along with clear photographs and a mandatory unboxing video.

  4. Our team will review your request and respond within 2-3 business days.

  5. If your request is approved, we will share the pickup or return instructions.

  6. Once the returned product is received at our warehouse and passes our quality inspection, your refund will be initiated after deducting applicable shipping charges.

Refund Policy

Refunds will be processed within 7–10 business days after the returned product is received at our warehouse and successfully passes our quality inspection.

Please note:

  • Only unused products are eligible for a refund.

  • Applicable shipping charges will be deducted while processing the refund. Since shipping charges vary by product, the exact amount will be communicated to you before the refund is initiated.

  • For orders placed using EMI, a 1.9% payment processing charge, along with applicable shipping charges, will be deducted from the refund amount.

  • For Cash on Delivery (COD) orders, the refund will be credited directly to your bank account. Once your return request (raised within 30 days from the invoice date) is approved, our team will contact you to collect your bank account details for processing the refund. Applicable shipping charges will be deducted while processing the refund.

Order Refusal & Return Shipping Charges

If a customer refuses to accept a prepaid order at the time of delivery, the applicable shipping and return shipping charges will be deducted from the refund amount.

For Cash on Delivery (COD) orders, if the customer accepts the order and subsequently decides not to keep the product or requests a return within 1–2 days of delivery, the applicable shipping and return shipping charges will be borne by the customer. These charges will be deducted from the eligible refund amount, wherever applicable.