Returns & Cancellations

How can I cancel my order?

Would you like to cancel your order? We recommend letting us know as soon as possible.

At Loriano, we process and ship orders as quickly as possible. This means your order may already be being prepared or shipped before we can process your cancellation request.

The sooner you let us know you want to cancel, the greater the chance that we can stop the shipment.

1. How do I request a cancellation?

Would you like to cancel your order? Please contact us as soon as possible via our Helpdesk Chat.

1. Open the Helpdesk Chat
   Click the Helpdesk Chat icon on our webshop.
2. Tell us you want to cancel
   Let us know whether you want to cancel all or part of your order.
3. Provide your order number
   This allows us to find your order quickly and check its current processing status.
4. Wait for our confirmation
   We will check whether we can still stop the shipment and let you know what happens next.

Please note: Submitting a cancellation request does not automatically mean that we can still stop the shipment. Your statutory right of withdrawal remains applicable, of course.

2. Can I cancel if my order is already being processed?

Once your order is being processed in our warehouse, we may no longer be able to stop it for logistical reasons.

Our warehouse processes are largely automated, and orders are picked, packed and handed over to our shipping partners as quickly as possible.

If we can no longer stop your order, we will let you know.

For consumer orders to which the statutory right of withdrawal applies, you can also tell us before delivery that you wish to withdraw from the purchase. If the package is already on its way and delivery can no longer be stopped, you may need to return the product after receiving it.

3. My order has already been shipped. What now?

Has your order already been shipped? If so, we generally cannot cancel or intercept the shipment.

For products to which the right of withdrawal applies, you can also withdraw from the purchase while the product is in transit.

If the product is delivered, you can easily register a return via:

• Your Customer Dashboard: Open the relevant order and click the "Return" button to start a return request.
• Our Helpdesk Chat: Select "Question about order" and then "Register a return".

Follow the return instructions displayed during registration.

You can find more information about the conditions and any return costs in our returns policy.

4. Are there any costs for cancelling?

If we can cancel your order before it is shipped, no shipping or return costs will be charged for the cancelled order.

Has your order already been shipped and are you exercising your statutory right of withdrawal? If so, you may have to pay the direct costs of returning the products, provided this was clearly communicated in advance and is permitted by law.

If you withdraw from an entire consumer order, the original standard shipping costs will also be refunded. Any additional costs for a more expensive delivery method chosen by you do not have to be refunded.

You can find the applicable conditions in our returns policy.

5. When will I receive my refund?

If your order is cancelled before shipment and you are entitled to a refund, the amount paid will be refunded as soon as possible.

In the event of a statutory withdrawal, the refund will be made no later than 14 days after you notify us of your withdrawal. If the products have already been delivered or shipped, we may withhold the refund until we have received the products back or until you have provided proof that you have sent them back, whichever occurs first.

In principle, we will use the same payment method you used to place the order, unless we have agreed otherwise with you.

When the amount appears in your account may depend on your bank or payment provider.

6. Can I cancel a business order?

Different conditions apply to business orders than to orders placed by private consumers.

The statutory right of withdrawal for consumers does not automatically apply to business purchases.

A request to cancel a business order will therefore be assessed individually based on the applicable business terms and the status of the order.

Please contact us as soon as possible via our Helpdesk Chat.

7. What if Loriano cannot fulfil my order?

In exceptional cases, an ordered item may unexpectedly become unavailable or delivery may prove impossible.

If this happens, we will inform you of the situation and the available options, such as an alternative product or another suitable solution.

If the order is terminated as a result, you will receive the refund to which you are entitled.

8. What if my package cannot be delivered?

Can your order not be delivered because of an incorrect address, a failed delivery attempt or another delivery issue? This does not automatically mean that your order has been cancelled.

In such cases, we will work with our shipping partner to explore the options for another delivery or another suitable solution.

Depending on the cause and the applicable conditions, additional shipping costs may apply.

Need help cancelling?

Would you like to cancel your order, or do you have questions about the cancellation conditions?

Please contact us as soon as possible via our Helpdesk Chat and provide your order number.

We will check the current status of your order and let you know what options are available.

What happens if my package cannot be delivered?

Sometimes an order cannot be delivered successfully. In that case, the carrier may return the package to our warehouse.

Below, we explain why this may happen, what happens to your order and how any refund is handled.

Why can't my package be delivered?

A package may be undeliverable for various reasons, for example:

• Incorrect or incomplete delivery address: The address provided contains incorrect or missing information.
• Unsuccessful delivery attempts: The carrier tried to deliver the package but was unable to do so.
• Delivery refused: The package was not accepted on delivery.
• Not collected from a pickup point: The package was not collected from the DPD Parcelshop within the specified holding period.
• Logistical issues: Circumstances affecting the carrier may prevent a shipment from being delivered.

When no further delivery attempts are possible, the carrier may decide to return the package to our warehouse.

What happens when my package is returned?

Once the package has been received back at our warehouse, the return is registered and processed.

We then check the reason for the return and the status of your order.

Depending on the situation and the applicable terms, your order may be cancelled and refunded, or a new delivery may be arranged.

When the order is terminated, we process any refund to which you are entitled through the original payment method.

Will I be charged return shipping costs?

When a package cannot be delivered due to circumstances attributable to the recipient, such as an incorrectly provided address or failure to collect a package from a pickup point, additional shipping costs may arise.

The carrier may charge for returning the shipment to our warehouse.

Any return shipping costs may be charged to you or, where legally permitted, deducted from a refund, provided this has been clearly agreed in advance and applicable law permits it.

When the failed delivery is caused by an error on our part or that of our shipping partner, these costs will, of course, not be charged to you.

What happens to the original shipping costs?

Whether the original shipping costs are refunded depends on the reason the order is terminated and the applicable legal requirements.

In the case of a valid withdrawal from an entire consumer order, the original standard shipping costs will be refunded. This does not necessarily include any additional costs for a more expensive delivery method you chose.

If additional return shipping costs are lawfully payable by you, these will be assessed separately.

When will I receive my refund?

When your order is cancelled or terminated and you are entitled to a refund, we will process it as soon as possible and within the applicable legal time limits.

In principle, the refund will be made using the same payment method you used when placing your order, unless otherwise agreed.

Please note that it may take a few business days for the refunded amount to appear in your account. This depends on your bank or payment provider.

Can my order be shipped again?

Would you still like to receive your order after an unsuccessful delivery attempt or after the package has been returned?

If so, please contact us as soon as possible via our Helpdesk Chat.

We will check whether a new delivery is possible, taking into account the current status of your shipment and product availability.

If the previous delivery could not be completed because of an incorrectly provided address or another circumstance attributable to the recipient, additional charges may apply for shipping it again.

Any charges will be discussed with you in advance.

How can I prevent my package from being returned?

To help ensure that your order is delivered as smoothly as possible, we recommend that you:

• Check your delivery address carefully before placing your order.
• Enter your house number, any address additions and postal code correctly.
• Check the track & trace information regularly.
• Keep the expected delivery date in mind.
• Collect your package promptly when it has been delivered to a DPD Parcelshop.
• Report any delivery problems to us as soon as possible.

You can find the latest tracking information in the shipping confirmation you receive from us and in your personal Customer Dashboard on our webshop.

My package was returned in error

Do you think your order was returned in error, for example because of a mistake by the carrier or despite the delivery address being correct?

If so, you can report this via our Helpdesk Chat.

Select a question about your order and describe what happened. If further investigation is needed, you can submit a service ticket using the online form.

We will then investigate the cause of the failed delivery and determine an appropriate solution.

Questions about an undelivered order?

Do you have questions about a package that has been returned, a possible refund or the option of arranging another delivery?

First, check the current status in your personal Customer Dashboard or contact us via our Helpdesk Chat.

We will be happy to help you find an appropriate solution.

Returns & cancellations

At Loriano, we want to make returns and cancellations as simple and clear as possible. You can easily register your return online, and below you will find all the information about our returns policy, the statutory right of withdrawal, our additional 30-day return period, return costs and refunds.

For consumers, in addition to the statutory 14-day cooling-off period, we offer an additional return option up to 30 days after receipt, subject to the conditions described below.

How can I cancel my order?

Would you like to cancel your order? Please contact us as soon as possible via our Helpdesk Chat and provide your order number.

If your order has not yet been processed or shipped, we will try to stop the shipment and cancel the order.

Has your order already entered processing or been handed over to the carrier? In that case, we may no longer be able to stop the shipment.

For consumer orders to which the statutory right of withdrawal applies, you can also let us know before receipt that you wish to withdraw from the purchase. If the shipment can no longer be stopped, you may need to return the products after receiving them.

What happens if my parcel cannot be delivered?

If a parcel cannot be delivered successfully, the carrier may make another delivery attempt, take the parcel to a collection point or eventually return it to our warehouse.

This may happen, for example, if the delivery address is incorrect, several delivery attempts fail or a parcel is not collected from a DPD Parcelshop in time.

When a parcel is returned to us, we check the reason for the return and the status of your order.

Depending on the situation and the applicable terms, a new delivery may be arranged, or the order may be cancelled and refunded.

Any additional transport costs may only be charged insofar as this has been validly agreed in advance and is permitted by law.

What is Loriano's returns policy?

As a consumer, when making an online purchase, you generally have a statutory right of withdrawal of 14 days from the day on which you or a third party designated by you receives the goods.

At Loriano, we give you extra time. You can register a return up to 30 days after receipt.

We distinguish between:

• Days 1 to 14 inclusive: The statutory right of withdrawal for consumers.
• Days 15 to 30 inclusive: Our voluntary additional returns service, which is subject to additional conditions.

If an order is delivered in several separate parts, the statutory withdrawal period generally begins after you have received the last item or part of the order.

Our additional returns service does not affect your statutory consumer rights.

How can I register a return?

You can easily register your return via your personal Customer Dashboard on our webshop or via our Helpdesk Chat.

Option 1: Via your Customer Dashboard

1. Log in to your personal Customer Dashboard on our webshop.
2. Open your order overview.
3. Select the order containing the item you want to return.
4. Click the "Return" or "Register a return" button for the relevant order.
5. Select the items and quantities you want to return.
6. Follow the steps in the online returns form.

Option 2: Via our Helpdesk Chat

1. Open the Helpdesk Chat on our webshop.
2. Choose "Question about an order".
3. Then select "Register a return".
4. Follow the steps to register your return online.

You do not need to request a separate returns link or contact us by phone.

Important: These are our recommended returns procedures. If you exercise your statutory right of withdrawal, you can also withdraw from the contract by informing us within the statutory period through an unequivocal statement. You can also use the available online withdrawal function or the statutory model withdrawal form for this purpose.

Creating an account or using our returns portal is not a condition for a statutory withdrawal to be valid.

What information do I need to provide?

During the online returns process, you can:

• Select the relevant order.
• Indicate which items you want to return.
• Select the quantity of products to return.
• Choose a reason for the return.
• Add further details if you wish.

For a statutory withdrawal, you are not required to give a reason for your return.

After registering, you will receive the available return instructions and the correct return address.

Where should I send my return?

The correct return address will be displayed when you register your return.

Always use the return address provided with your return request.

The return address may vary depending on the product, order or type of return.

Therefore, do not send products to a general business address, billing address or previously used return address without first checking the correct return address.

This instruction helps us process your return correctly and does not restrict your statutory right to withdraw from the purchase within the applicable period.

How can I ship my return?

If shipping options are available for your order through our online returns portal, they will be displayed during the returns process.

You can choose from the available shipping methods.

You are not required to purchase a return label through Loriano.

You can also choose a suitable carrier yourself and send the return to the specified return address.

We recommend always using a shipping method that provides tracking information and proof of shipment.

How much does a return cost?

For a standard return due to withdrawal from a purchase, the direct return costs are generally borne by the consumer, provided that this was properly communicated in advance and applicable law permits it.

If you purchase a return label through our returns portal, the available shipping methods and associated return costs will be displayed in advance.

If you choose a carrier yourself, you pay the return costs directly to that carrier.

Please note: Different conditions may apply to damaged, defective or incorrectly delivered products. If there is a defect for which Loriano is legally responsible, an appropriate solution will be offered without charging the consumer any costs prohibited by law.

Important: insurance for your return shipment

When returning products, we recommend carefully considering the risk of loss or damage during transport.

The standard DPD return labels offered through our returns portal include no additional transport insurance for the full value of the product and no additional cover for damage in transit.

Under the terms of these return labels, DPD may award limited compensation of up to € 50 per return label for a shipment officially declared lost.

This compensation relates solely to the cover offered by the carrier under the relevant transport terms. It is not a general limitation of your statutory rights against Loriano.

Would you like higher transport cover or additional insurance against damage? You can choose a carrier and shipping service that offers suitable insurance yourself.

Responsibility for any loss or damage during return transport is assessed in accordance with the applicable legal rules and the circumstances of the return shipment.

What happens if my return shipment is lost?

If a return shipment does not arrive, it is important that you have proof of shipment and the tracking information.

Return label through Loriano

Did you purchase a return label through our returns portal and your shipment go missing in transit? We can then ask DPD to investigate.

If DPD officially declares the shipment lost, we will assess the next steps and any compensation.

Under the relevant carrier terms, DPD's transport compensation may be limited to a maximum of € 50 per return label.

This limit on the carrier's compensation does not mean that your statutory refund rights are automatically limited to € 50.

Carrier chosen by you

If you choose a carrier yourself, the transport terms and any insurance terms you agreed with that carrier will apply.

In the event of loss or damage, you may need to initiate an investigation or claim directly with that carrier.

The statutory allocation of risk during return transport continues to apply and may depend on the circumstances and applicable national law.

Therefore, always keep your proof of shipment and tracking information until your return has been fully processed.

What happens if an item is damaged in transit during a return?

Suitable protective packaging is important to prevent damage during return transport.

The standard DPD return labels offered through our returns portal do not include additional insurance against damage in transit.

If a product is damaged during return transport, we assess the situation based on the available information, the packaging, the shipping method used and the applicable legal rules.

Any claims against a carrier and the consumer's statutory rights are assessed separately.

We recommend packaging valuable or fragile products carefully and, if desired, choosing a carrier that offers additional transport insurance.

Return conditions under the statutory right of withdrawal

As a consumer, when making an online purchase, you can generally withdraw from the contract within 14 days of receipt without giving a reason.

You must let us know within this period that you wish to exercise your right of withdrawal.

After notifying us of your withdrawal, you then generally have another 14 days to return the products.

During the statutory cooling-off period, you may inspect and assess a product as you reasonably would in a physical store.

However, you must not use or handle the product beyond what is necessary to establish its nature, characteristics and functioning if you wish to avoid any effect on your refund.

If the product has been used or handled beyond what is necessary for this purpose, its value may be diminished.

Such a reduction in value may, insofar as permitted by law, be deducted from the amount to be refunded.

Missing or damaged original packaging does not, in itself, automatically invalidate the statutory right of withdrawal.

Our additional returns service from days 15 to 30 inclusive

In addition to the statutory right of withdrawal, Loriano voluntarily offers consumers the option to register a return up to 30 days after receipt.

For returns registered outside the statutory 14-day cooling-off period but within our additional 30-day period, the following conditions apply for a full refund of the product:

• The product is complete.
• The product is clean and unused.
• The product has not been installed or mounted.
• The product is undamaged.
• All included accessories and parts are present.
• Any installation materials are complete.
• Manuals and documentation are present.
• The product is returned in its original product packaging, insofar as reasonably possible.

If a return does not meet these additional conditions, this may affect its acceptance or the amount refunded under our voluntary returns service.

These additional conditions do not affect your statutory right of withdrawal during the first 14 days or any other statutory consumer rights.

Which products cannot be returned?

The statutory right of withdrawal may be excluded for certain products.

This may apply, for example, to:

• Products made to your personal specifications or clearly personalised.
• Sealed products that are unsuitable for return for reasons of health protection or hygiene if the seal has been broken after delivery.
• Other products subject to a statutory exception to the right of withdrawal.

A statutory exception is applied only when its conditions are met.

Where possible, any applicable exception will be stated with the relevant product or during the ordering process.

Your statutory rights regarding defective or incorrectly delivered products remain fully applicable.

Can I return a business order?

Different terms apply to business purchases than to orders placed by private consumers.

The statutory right of withdrawal for consumers and our voluntary 30-day returns service do not automatically apply to business orders.

A business order therefore cannot necessarily be cancelled or returned.

Any options for cancellation or return are assessed on the basis of the applicable business terms and any separate agreements.

This is without prejudice to any statutory or contractual rights relating to a defective or incorrectly delivered product.

Have you placed a business order and would you like to discuss a cancellation or return? Please contact us via our Helpdesk Chat.

When will I receive my refund?

If you exercise your statutory right of withdrawal as a consumer, we will refund the eligible amounts as soon as possible and no later than 14 days after receiving your notice of withdrawal.

For the return of physical goods, we may withhold the refund until we have received the goods or until you have provided proof that you have sent them back, whichever is earlier, unless we have offered to collect the goods ourselves.

The refund will generally be made using the same payment method you used for the original order, unless expressly agreed otherwise.

If you withdraw from an entire consumer order, we will also refund the original standard shipping costs.

If you voluntarily chose a delivery method more expensive than our cheapest standard delivery, we are not required to refund the additional cost of that more expensive delivery method.

Different rules may apply to the original shipping costs for a partial return.

Returns made during our voluntary additional return period, from days 15 to 30 inclusive, are subject to the conditions of that additional returns service.

Please note that, after the refund has been processed, it may take a few business days for the amount to appear in your bank account or payment statement.

What about large, heavy items and pallet shipments?

Large or heavy products, such as certain sinks and pallet shipments, generally cannot be returned through a standard parcel drop-off point.

Additional logistical considerations apply to such returns:

• Preferably register your return in advance via your Customer Dashboard or Helpdesk Chat.
• Use the return address provided during the returns procedure.
• Use a carrier suitable for large or heavy goods.
• Package the product carefully and appropriately for pallet transport.
• Make sure the product is securely fastened and adequately protected against damage.
• Keep your proof of shipment and tracking details.

The direct return costs for large and heavy products may be considerably higher than for standard parcel post.

These costs depend on factors including the dimensions, weight, destination and chosen carrier.

For goods that cannot normally be returned by post, there are statutory obligations to inform consumers of the return costs or provide a reasonable cost estimate before purchase.

For a standard withdrawal, return costs are borne by the consumer insofar as this was properly communicated in advance and is permitted by law.

For valuable pallet shipments, we recommend choosing a shipping method with tracking and suitable transport insurance.

How should I package a product for return?

Good packaging helps prevent damage during return transport.

We recommend following these packaging guidelines:

• Use the original product packaging if possible.
• If necessary, place the product packaging inside sturdy outer packaging.
• Use sufficient protective cushioning material.
• Protect fragile surfaces, corners and protruding parts separately.
• Make sure the product cannot move freely inside the packaging.
• Package loose accessories and parts separately.
• Include all supplied parts, installation materials and manuals.
• Remove or cover old shipping labels and barcodes.
• Attach the new shipping label where it is clearly visible on the outer packaging.

Important: Preferably do not use the original product packaging directly as the shipping box if tape, stickers or transport could damage it.

If a product is damaged due to careless handling or insufficiently suitable packaging, this may affect how the return is handled, insofar as permitted by applicable law.

Received a damaged, defective or incorrect item?

Have you received a damaged product, is the product defective, or have you received a different item from the one you ordered?

In that case, do not use the standard returns procedure for withdrawing from a purchase.

In these situations, you can easily submit a service request via our Helpdesk Chat.

Using the online service form, you can:

• Select the relevant order.
• Describe the problem.
• Add photos of the product and packaging.
• Provide the information needed for the assessment.

Once you have submitted the form, a service ticket will be created automatically.

Our service team will then assess the report and inform you of the next steps.

If there is a defect or incorrect delivery for which Loriano is legally responsible, we will provide an appropriate solution free of charge in accordance with applicable consumer rights.

Always keep your proof of shipment

We recommend carefully keeping the proof of shipment and tracking information for every return until it has been fully processed.

This information allows you to show when your return was shipped and which carrier was used.

This can be important if a return shipment is delayed or unexpectedly fails to arrive.

Questions about returns or cancellations?

Do you have questions about returning an item, an existing return request, return costs or a refund for your order?

Via your personal Customer Dashboard, you can easily view your order and register a return.

You can also use our Helpdesk Chat. Choose "Question about an order" and then "Register a return".

We are happy to help ensure your return or cancellation is handled as clearly and carefully as possible.

How should I package a product for return?

Would you like to return a product? It is important to package your order carefully and securely. Good packaging helps prevent damage during return shipping and ensures that we can process your return as smoothly as possible.

Below, we explain what packaging you can use, how to protect your product and what to consider when shipping it.

Do I need to use the original product packaging?

We recommend returning your product in its original product packaging if possible. This packaging is usually specially designed to protect the product during storage and transport.

For returns, we distinguish between two periods:

• Within the statutory 14-day cooling-off period: You may also return your product without its original packaging. The absence of the original packaging does not automatically mean that you lose your statutory right of withdrawal. Any reduction in value caused by handling beyond what is necessary may, however, affect the amount refunded.
• Within our additional returns service, from day 15 through day 30: We ask you to return the product complete, unused, undamaged and, where reasonably possible, in its original product packaging. Our additional returns conditions apply.

No longer have the original packaging? Use suitable alternative packaging that adequately protects the product from damage during transport.

How should I package my product securely?

To prevent damage during return shipping, we recommend the following steps:

1. Use sturdy packaging
   Preferably place the product in its original product packaging, or use a sturdy alternative box suitable for the product's weight and dimensions.
2. Use sufficient protective material
   Protect the product with bubble wrap, foam or other suitable packing material, for example. Make sure the product cannot move around freely in the box.
3. Protect fragile parts
   Pay extra attention to corners, edges, surfaces and protruding parts. Package loose accessories separately to prevent scratches and damage.
4. Include all parts
   Check that all supplied accessories, mounting materials, manuals and other parts are included.
5. Use protective outer packaging
   If possible, place the original product packaging in a sturdy shipping box. This prevents shipping labels, tape or transport from damaging the product packaging.
6. Seal the package securely
   Use strong packing tape and check that the box is properly closed and suitable for shipping.

Take care when returning sinks and taps

Many of our products, such as sinks and taps, have delicate surfaces or finishes that need careful protection.

For sinks:

• Carefully protect the edges, corners and visible surfaces.
• Prevent metal parts or accessories from moving directly against the sink.
• Package the drain and overflow set and other loose parts separately.
• Provide sufficient protection against impacts and pressure during transport.

For taps:

• Protect the tap from scratches and damage.
• Carefully package connection hoses, mounting materials and accessories.
• Prevent loose parts from moving against the tap during transport.

Can I return large products via a parcel drop-off point?

Not all products are suitable for standard parcel shipping.

Large sinks, heavy items and pallet shipments generally cannot be returned via a standard DPD parcel drop-off point.

These products may require a specialist carrier or pallet transport.

Return shipping costs and available shipping options depend on the dimensions, weight and destination.

Always use a transport method suitable for the product and follow the instructions shown when registering your return.

How do I prepare my return for shipping?

Once your product is carefully packaged, you can prepare the return shipment.

1. Register your return
   You can do this using the "Return" button next to your order in your personal Customer Dashboard or via our Helpdesk Chat. There, select "Vraag over bestelling" and then "Retour aanmelden".
2. Check the return address
   Always use the return address shown when you register your return.
3. Choose your shipping method
   You can use an available return method through our returns portal or choose a suitable carrier yourself.
4. Attach the shipping label
   Attach the shipping label so that it is clearly visible on the outer packaging. Remove or cover any old shipping labels and barcodes.
5. Send your return
   Drop off your package at a suitable shipping point or arrange an appropriate collection service, depending on the carrier you choose and the type of shipment.

Keep your proof of postage and tracking information

We recommend always using a shipping method with track & trace.

Keep your proof of postage and tracking details until your return has been fully processed.

These allow you to show when your return was shipped and track the shipment's progress.

For valuable or fragile products, we also recommend considering appropriate shipping insurance.

What if my return arrives damaged?

If a product is damaged during return shipping, we will assess the situation based on the available information, the packaging, the shipping method and applicable legal rules.

Packaging that does not provide sufficient protection can contribute to damage in transit. Any effect on the refund will apply only to the extent permitted by law.

We therefore recommend taking photos of the product and how it is packaged before shipping.

Questions about packaging your return?

Unsure about the right packaging or shipping method for your product?

You can easily register your return via your personal Customer Dashboard. You can also use our Helpdesk Chat.

We recommend following the return instructions carefully so that your product can be sent back safely and your return can be processed correctly.