Returns & exchanges

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer Customer entering into a distance contract has a period of 14 calendar days from the day they receive the last item of their order to cancel the contract, without giving any reason and without incurring any cost other than those set out by law.

This right applies to distance sales of goods and services, except for the cases listed in the Regulations (see section 6). It is available only to natural persons not acting for the purposes of a trade, business or profession.

In addition to, and without affecting, the statutory 14-day right to cancel described in section 1, Lorettia LLC lets you return a product free of charge within 30 days of receiving it. This is a commercial goodwill gesture, separate from the statutory right to cancel: it applies to products that are unused and returned complete, in their original packaging with all accessories, and the refund is issued within 14 days of our receiving the returned product.

During the first 14 days, the statutory cancellation rules set out in this policy apply in any event where they are more favourable to you; this commitment extends the return window to the 30th day. It does not affect your statutory rights, including your rights under the Consumer Rights Act 2015 if goods are faulty or not as described.

The 14-day period runs from the day after the day on which the Customer (or a third party designated by them, other than the carrier) physically receives the goods. For an order containing multiple items delivered separately, the period runs from the day of receipt of the last item. For regular delivery (subscription), it runs from receipt of the first item.

If the period expires on a Saturday, Sunday or public holiday, it is extended to the next working day.

To exercise your right, you must inform Lorettia LLC of your decision to cancel by an unambiguous statement, before the period expires. You may use any of the following:

• The customer service email : contact@lorettia.com quoting your order number, the items concerned and a clear statement of cancellation;
• Registered post addressed to the registered office shown in the Company Information page;
• The model cancellation form set out in the Schedule to the Regulations (see section 5 below).

We will acknowledge receipt of your notice without undue delay and provide the exact return address as well as, where applicable, a prepaid return label.

To: Lorettia LLC, 25 Main Street, Seattle, WA, USA — contact@lorettia.com.

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] / for the supply of the following service [*]: — Ordered on [*] / received on [*]: ... — Order number: ... — Name of consumer(s): ... — Address of consumer(s): ... — Date: ... — Signature of consumer(s) (only if this form is notified on paper): ... [*] Delete as appropriate.

The right to cancel does not apply to contracts including in particular:

• The supply of goods made to the Customer's specifications or clearly personalised (engraving, embroidery, made-to-measure);
• The supply of goods which are liable to deteriorate or expire rapidly (perishables, fresh goods);
• The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (lit candles, opened fragrances and cosmetics, underwear, personal hygiene products);
• The supply of goods which are, after delivery and according to their nature, inseparably mixed with other items;
• Sealed audio or sealed video recordings or sealed software which have been unsealed after delivery;
• Newspapers, periodicals or magazines (other than subscription contracts);
• Services fully performed before the end of the cancellation period, with the express consent of the Customer.

Items must be returned in a condition that allows them to be re-sold: complete, unaltered, with their original packaging, accessories and manual.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. In practice, you can unpack and examine an appliance as you would in a shop, but you should not use it beyond what is necessary to check that it works.

Where diminished value is established, a proportionate deduction may be made from the refund, with a written justification provided to the Customer.

After notification, you have 14 days to send the items back to the address provided. We recommend:

• Keeping proof of dispatch (carrier receipt);
• Using a tracked service for valuable items;
• Carefully packaging the items, ideally in their original packaging.

Return shipping costs: in principle, in the case of the statutory right to cancel, direct return costs are borne by the Customer. Lorettia LLC nevertheless pays them: returns are free, whether you exercise your statutory right to cancel or return the product under our 30-day commitment. The return arrangements (return address and, where applicable, a prepaid label) are provided in the email acknowledging your request.

If the item received is defective, damaged in transit or does not match the description, do not start a standard cancellation: contact customer service within 7 days of receipt with photographs of the defect and the outer packaging. We will then arrange a return at our cost and either an exchange (subject to availability) or a full refund under the Consumer Rights Act 2015.

You may also use the manufacturer's 2-year warranty that comes with the product; it is in addition to, and does not replace, your statutory rights.

Model or colour exchanges are possible subject to availability. Please first proceed with a standard return following the steps above, then place a new order. This procedure ensures clear transaction tracing and proper application of refunds.

Upon a valid cancellation, Lorettia LLC refunds all amounts paid, including the original standard delivery cost, under the terms set out in our Refund Policy.

Lorettia LLC — 25 Main Street, Seattle, WA, USA — Email: contact@lorettia.com.