Effective date: September 15, 2026
Last updated: September 15, 2026
This Refund Policy applies to purchases made from Zorvane Group LLC, doing business as Lorvany (“Lorvany,” “we,” “us,” or “our”), at https://lorvany.com. It should be read together with our Terms of Service and Shipping Policy.
Legal entity: Zorvane Group LLC
Store name: Lorvany
Support: support@lorvany.com
Phone: +1 (914) 339-5540
Hours: Monday through Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time
Returns mailing address: 1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, United States
1. Overview
We want you to be satisfied with your Lorvany purchase. Because we sell cosmetic and personal-care products, returns are limited for health, hygiene, and safety reasons once a product has been opened or used.
You have 30 days after delivery to request a return of eligible items, unless a longer period is required by law (including the EU withdrawal right described below).
2. How to start a return
Do not ship a package back until we confirm your return request. Items sent without a return authorization may be refused and not refunded.
To request a return, email support@lorvany.com with:
- your order number;
- the product name(s) and quantity;
- the reason for the return; and
- photos if the item is damaged, defective, or incorrect.
If your return is approved, we will email return instructions and, where applicable, a return shipping label and the address to use. Please ship the item only as instructed.
You can also reach us at +1 (914) 339-5540 during support hours.
3. Eligible returns (unopened cosmetics)
To be eligible for a standard return and refund, the item must be:
- requested within 30 days of delivery;
- unused and unopened;
- in the same condition in which you received it;
- in its original packaging, with seals, protective film, hygiene seals, and tags intact; and
- accompanied by proof of purchase (your order confirmation or receipt).
We inspect returns when they arrive. If an item is opened, used, missing parts, or not in resalable condition, we may refuse the return or refund only a partial amount.
4. Non-returnable items (hygiene and safety)
For health and hygiene reasons, we cannot accept standard returns of:
- cosmetic or personal-care products that have been opened, unsealed, used, swatched, or had a hygiene seal broken;
- items that have been mixed, decanted, or used in a way that prevents resale;
- custom, personalized, or made-to-order products;
- gift cards and digital/promotional credits; and
- products marked “final sale” at checkout.
This hygiene rule does not apply if the product arrived damaged, defective, expired, or if we sent the wrong item. In those cases, see Section 5.
Sale-priced items follow the same rules as regular-priced items unless clearly marked final sale.
5. Damaged, defective, or incorrect items
Please inspect your order as soon as you receive it. If an item is damaged in transit, defective, expired, missing, or not the product you ordered, contact us immediately at support@lorvany.com and include photos of the item, packaging, and order number.
We will evaluate the issue and, if we confirm a problem on our side or the carrier’s, we will at our option:
- send a replacement; or
- refund the purchase price (and original shipping, if the entire order is affected).
For approved damage, defect, or wrong-item cases, we cover reasonable return shipping. Do not discard the item until we ask you to, unless it is unsafe to keep.
If you have an adverse reaction to a product, stop using it and contact us at support@lorvany.com or +1 (914) 339-5540. We will review the report in good faith. An adverse reaction does not automatically mean the product was defective, but we will help you with next steps.
6. Exchanges
We do not process direct exchanges. Return the eligible item under this policy. Once the return is approved and refunded, place a new order for the item you want. That is the fastest way to get the correct product in stock.
7. Return shipping
For standard eligible returns (change of mind / unused unopened items), we will tell you in the return-approval email whether a prepaid label is included. If a prepaid label is not included, you are responsible for return shipping costs and for using a trackable method. We are not responsible for returns lost in transit without tracking.
For damaged, defective, missing, or incorrect items, Lorvany covers return shipping as described in Section 5.
Original outbound shipping is refunded only if the return is due to our error or a defective/damaged product, or if required by law.
8. Refunds
After we receive and inspect your return, we will email you to confirm whether the refund is approved.
If approved, we will refund your original payment method. Store credit is optional and only if you ask for it; we will not force store credit instead of a refund on the original method.
Approved refunds are typically issued within 10 business days after inspection. Your bank or card issuer may take additional time to post the credit. If more than 15 business days have passed since we confirmed that the refund was issued and you still do not see it, contact support@lorvany.com.
Refunds will not include customs duties, import taxes, or brokerage fees charged by your country, unless we caused the return (wrong or defective item) and those amounts are recoverable.
9. Late or incomplete orders
If a package is marked delivered but you did not receive it, contact us within 7 days with your address and any delivery photos or carrier notes. We will open a carrier investigation. If an item does not arrive within the timeframe in our Shipping Policy, contact support and we will help with a reshipment or refund as appropriate.
10. European Union / European Economic Area — 14-day withdrawal right
If you are a consumer in the EU or EEA, you may withdraw from the purchase within 14 days of delivery, without giving a reason, as required by applicable consumer law.
To meet the deadline, notify us at support@lorvany.com within 14 days of receiving the goods. You should then send the goods back without undue delay and in any event within 14 days of telling us you wish to withdraw.
Hygiene exception: The withdrawal right is lost for sealed cosmetic or personal-care goods that are not suitable for return for health-protection or hygiene reasons, if you unsealed them after delivery. Unopened, sealed items remain eligible.
We will refund all payments received from you, including original standard shipping (but not extra costs if you chose a more expensive delivery method than our standard option), without undue delay and within 14 days of being informed of the withdrawal. We may withhold the refund until we receive the goods or you provide proof of return, whichever is earlier. You bear the direct cost of returning the goods unless the item is defective or we delivered the wrong item. We may deduct an amount if the goods’ value has diminished because you handled them beyond what is necessary to establish their nature, characteristics, and functioning.
This Section 10 prevails over any conflicting part of this policy to the extent required by EU/EEA consumer law. Nothing in this policy limits any non-waivable consumer right in your country of residence.
11. United Kingdom
If you are a UK consumer, you may have statutory cancellation rights similar to those described above. Contact support@lorvany.com and we will honor applicable UK consumer law, including any hygiene exceptions for unsealed cosmetics.
12. Chargebacks and disputes
If there is a problem with your order, please contact us first so we can help. Filing a payment dispute without contacting us may delay resolution. We respond to disputes with our order, shipping, and communication records.
13. Changes
We may update this Refund Policy by posting a revised version on this page. The version in effect on the date you placed your order will apply to that order, unless a change is required by law.
14. Contact
Zorvane Group LLC (d/b/a Lorvany)
Attn: Returns / Customer Support
1209 Mountain Road Pl NE, Ste N
Albuquerque, NM 87110
United States
Email: support@lorvany.com
Phone: +1 (914) 339-5540
Hours: Monday–Saturday, 8:00 a.m.–5:00 p.m. Eastern Time