Return Policy

Return Policy

Thank you for choosing Lorevena for your pet care and lifestyle needs.

We want every order from our Spa Collection, Fashion Collection, and The Everyday Care Collection to arrive as expected. If you experience an issue with your purchase, please contact our customer support team at suppor@lorevena.com.

To help us review your request efficiently, please include your order number and the email address used to place the order whenever you contact us.

Please read the policy below carefully before submitting a return, replacement, or refund request.

1. Final Sale Policy

As a general sales policy, purchases completed through Lorevena are considered final sale.

We do not accept standard returns or exchanges based solely on personal preference, including circumstances such as:

  • Changing your mind after purchase

  • Choosing a different color, style, or variation

  • No longer wanting the item

  • Preference-based product exchanges

Exceptions may be considered only when:

  • The product received has a verified manufacturing defect

  • The item arrives damaged

  • Lorevena or its fulfillment partner sends an incorrect product

Any resolution under these circumstances remains subject to review and approval by our customer support team.

2. Damaged, Defective, or Incorrect Items

Lorevena takes product quality and order accuracy seriously.

If your order arrives damaged, contains a manufacturing defect, or includes an item different from what you purchased, please contact us promptly so that we can review the issue.

Customers are responsible for inspecting their package after delivery.

A claim involving damage, defects, or incorrect merchandise must be reported within seven (7) days of the confirmed delivery date.

To open a claim, email suppor@lorevena.com and provide the following:

  • Your order number

  • The email address used for the purchase

  • A detailed description of the issue

  • Clear photographs or short video footage showing the damage, defect, or incorrect item

Please ensure that the evidence clearly shows the condition or issue being reported.

After receiving your submission, our team will evaluate the information provided and determine the most appropriate solution.

Depending on the circumstances and the outcome of the review, an approved resolution may include:

  • A replacement product at no additional charge

  • A partial refund or financial adjustment

  • A full refund

Each case is assessed individually based on the specific facts and supporting evidence submitted.

3. Refund Processing

If an approved claim results in a full or partial refund, the authorized refund amount will normally be returned to the original payment method used at checkout.

Once the refund has been processed by Lorevena, please allow approximately 7–12 business days for the funds to appear on your bank, card, or payment account statement.

Actual posting times may vary depending on your bank, card issuer, payment processor, or financial institution.

Lorevena cannot control delays caused by financial institutions after the refund has been released from our side.

4. Replacement Policy

Lorevena does not provide a conventional exchange service for preference-based changes, such as exchanging an item for another color, size, design, style, or product variation.

Replacement items are provided only when an eligible claim has been reviewed and approved.

A replacement may be authorized when the original product is confirmed to have been:

  • Damaged upon arrival

  • Affected by a manufacturing defect

  • Incorrectly fulfilled

All replacement decisions are subject to verification and approval by our customer service team.

5. Unauthorized Returns

Please do not send any product back to a warehouse, fulfillment location, company address, or other facility unless you have first received written authorization and return instructions from Lorevena.

Before returning any item, you must contact suppor@lorevena.com and open a formal support request.

If a return is approved, our team will provide the appropriate next steps and any required shipping instructions.

Packages sent back without prior written authorization may be refused, rejected, or left unprocessed.

Lorevena is not responsible for unauthorized return shipments and may decline refunds, replacements, reimbursements, or other compensation for merchandise returned without prior approval.

6. Customer Support & Company Information

If you have questions regarding this Return Policy, an existing order, or a damaged, defective, or incorrect item, please contact our customer support team.

Email is generally the most effective method for submitting documentation and allowing our team to review your case accurately.

Brand Name: Lorevena

Corporate Entity: NEBULA HONG KONG LIMITED

Customer Support Email: suppor@lorevena.com

Customer Service Phone: +1 (313) 356-7090

Company Address:
Unit B53, 2/F, Kwai Shing Industrial Building Phase 1
36-40 Tai Lin Pai Road
Kwai Chung, N.T.
Hong Kong

We appreciate your trust in Lorevena and will make reasonable efforts to provide a fair and appropriate resolution whenever a valid product or fulfillment issue is confirmed.