Refund policy
Last Updated: June 2026
Lorvali is a premium home decor brand owned and operated by Alora Gi Limited (“we”, “us”, “our”). This Refund & Return Policy outlines the conditions under which returns and refunds are processed for purchases made through www.lorvali.com.
We take immense pride in the quality and craftsmanship of our items. If you are not entirely satisfied with your purchase, we offer a 30-day return window starting from the date of confirmed delivery. Return requests must be formally submitted to our team within this 30-day period.
1. Eligibility Requirements for Returns
To maintain our uncompromising standard of quality, all returned items undergo a rigorous inspection process. To qualify for a refund, the item must meet the following criteria:
The item must be unused, unaltered, and uninstalled, and returned in its original packaging where possible. Items inspected without being installed or used for their intended purpose remain eligible for return.
The exterior box, protective structural inserts, and product seals must be intact and undamaged.
The product must be free from fingerprints, scuffs, or any signs of mishandling.
No parts of the product or components (such as mounting hardware, cords, fixtures, or shades) may be removed, swapped, or damaged.
Please Note: Any returns that have been used, installed, or fail to meet these conditions will be strictly rejected, and no refund will be issued.
2. Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, please contact our team at hello@lorvali.com within 48 hours of delivery, including photos of the item and packaging.
Once verified, we will arrange a replacement or full refund at no additional cost to you, and the unopened/unused condition requirements in Section 1 will not apply to confirmed damaged or defective items.
3. Return Authorization Required
To initiate a return, customers must contact our client support team at hello@lorvali.com.
You must receive official written return authorization from our team before sending your package back.
Once a return is authorized, the package must be dispatched and scanned by your chosen courier within 7 business days to ensure the return remains valid.
Unauthorized returns sent to our facilities without prior approval will not be accepted, tracked, or refunded.
4. Inspection & Refund Approval
All returned items are thoroughly inspected by our quality control team upon arrival at our facility.
Refunds are issued only after your return has passed our inspection protocol.
If a returned item is found to be used, damaged, incomplete, or altered (outside of the Damaged or Defective Items provisions in Section 2), the return will be formally denied. In such cases, the item remains the property of the customer, and no refund will be granted.
5. Return Shipping & Logistics
Lorvali does not provide return shipping labels, QR codes, or cover the cost of return logistics. Customers are entirely responsible for organizing their own return shipping and covering all associated courier fees.
Because home artifacts and lighting are highly fragile, you must utilize a tracked and insured courier service to return the item. Lorvali is not responsible for any items lost or damaged in transit. If the item arrives broken at our facility due to courier handling, a refund cannot be issued, and you will need to file a claim directly with your chosen shipping provider.
All authorized returns must be sent back to our corporate office at:
Lorvali Returns
Suite 15284, 26a Hobson Street
Auckland 1010
New Zealand
6. Restocking Fees & Processing Time
Lorvali does not charge any additional restocking or handling fees.
Once your returned item is received and passes inspection, approved refunds are processed back to your original payment method within 30 days. Please note that your bank or credit card issuer may require additional days to post the transaction to your account.
7. Fraud & Chargeback Protection
Lorvali maintains a strict zero-tolerance policy regarding retail fraud.
We meticulously document, photograph, and log the exact condition of all shipments prior to dispatch from our fulfillment centers.
Any fraudulent return attempts (such as sending back a different, used, or counterfeit item) or false chargeback claims will be aggressively disputed.
We will formally submit our comprehensive fulfillment records, weight logs, delivery confirmations, and photographic inspection evidence to banking institutions and relevant authorities to resolve disputes.
By placing an order on our store, you explicitly acknowledge, understand, and agree to be bound by this policy.
Business Information
Lorvali
A brand operated by Alora Gi Limited
Suite 15284, 26a Hobson Street
Auckland 1010
New Zealand
Email: hello@lorvali.com
Phone: +64 21 028 16982