Last updated: 27 October 2026

This policy applies to orders placed at lorqeva.com and explains cancellations, returns and refunds. Your statutory consumer rights continue to apply.

Quick guide

• Return request window: contact us within 14 calendar days after receiving your item.
• Change-of-mind condition: return the item unused and in the condition received, with its original packaging. This condition does not restrict your legal right to inspect goods or remedies for faulty or misdescribed goods.
• Proof of purchase: provide an order number, receipt or other proof of purchase.
• Restocking fees: none.
• Refund destination: the original payment method.

Cancelling an order

We accept cancellation before an item has shipped or production has begun. Contact us as soon as possible so we can check its status. If cancellation is possible, you will receive a full refund for the cancelled item. Once an item has shipped, we may not be able to intercept it; contact us for return instructions instead. Statutory cancellation rights remain available where applicable.

We do not deduct a percentage of your refund simply because a parcel is in transit. If you request a refund after dispatch, contact us so we can check whether delivery can be stopped, a return is needed or a delivery investigation is appropriate. Applicable return-shipping arrangements are explained below.

How to request a return

1. Email [email protected] within 14 calendar days of receipt. Include your order number, the item you wish to return and whether you need a return, exchange or help with a faulty item. You do not have to give a reason when exercising an applicable statutory right to withdraw.
2. Contact us for the correct return address and instructions before posting the item. Do not send it to the manufacturer or assume that the address on the shipping label is the return address. Contacting us within the request window records your request; our response time does not reduce that window.
3. Pack the item securely, follow the return instructions and retain proof of postage. A tracked service is recommended so the return can be traced.

The 14-day period above is the time to notify us of your return request. Any applicable statutory period for sending goods back also applies. Return instructions do not replace or limit your statutory right to notify us of cancellation.

Return shipping costs

We do not charge a restocking fee. Customers will be charged shipping costs at most once in connection with a purchase and its return, consistent with our existing shipping-cost commitment. Contact us for the applicable return-shipping arrangements and any cost before sending the item back. Any refund of the original delivery charge and responsibility for return costs will follow applicable law.

If the item is faulty, damaged, incorrect or not as described, contact us so we can arrange the appropriate remedy and return shipping. You will not be charged return shipping where the law requires us to cover it.

Damaged, faulty, incorrect or missing items

Contact us when you discover the issue and describe what happened. Photos of the item, packaging or shipping label can help us assess damage or an incorrect item, where available. Keep the item and packaging while we explain the next steps. This does not impose an additional deadline on your statutory rights or make photos a condition of those rights.

If your parcel has not arrived, you do not need to request a physical return. See our Shipping Policy and contact us for a delivery investigation and the remedies applicable to your order.

Refund review and payment

We will notify you when your return has been received and explain the outcome of the inspection. If a refund is declined or adjusted, we will explain the reason; this does not override applicable consumer law.

Approved refunds are issued to the original payment method. We will process refunds within the time required by applicable law. Where the law permits, a refund for returned goods may be withheld until we receive the goods or evidence that they have been sent back, whichever occurs first. Your bank or payment provider may take additional time to display the credit.

If a refund is not showing, check the refund confirmation and contact us with your order number. We can help check whether the refund has been issued and provide a reference where available. Do not send your full card number.

Existing orders and consumer rights

We will not apply a later policy change to reduce the rights or commitments that applied when you placed your order. Nothing in this policy limits statutory remedies, applicable cooling-off rights or your right to raise a concern with your payment provider.

Questions? Email [email protected].