Refund policy

Returns & Refund Policy

At Lorvali, we want every order to leave you happy. If something about your purchase isn't right, this page explains how returns, cancellations and refunds work. Nothing here reduces the rights you have under UK consumer law.

1. Contact Information

Store Name: Lorvali (a trading name of ALORA GI LIMITED)
NZBN: 9429053050243
Registered Office and Address: 26 Torridge St, Oamaru 9400, New Zealand
Email: admin@lorvali.com
Phone: +64 21 028 16982
Customer Service Hours: Monday-Friday 9:00 AM-5:00 PM / Saturday-Sunday 11:00 AM-3:00 PM (GMT) Edinburgh, London time
We aim to respond within 24 business hours on working days.

2. Dispatch, Delivery and Where Returns Go

Orders are processed within one to two business days of being placed. Items are sent directly from our suppliers' fulfilment partners, which are mainly located overseas, and delivery to the UK then typically takes six to twelve business days. Returns are sent to our office in New Zealand: Lorvali, 26 Torridge St, Oamaru 9400, New Zealand. Please email admin@lorvali.com with your order number before posting, so we can match your parcel to your order. For some faulty, damaged or low-value items, we may arrange a refund or replacement without asking you to send the item back. We don't charge restocking fees.

3. Your Right to Change Your Mind

You have the right to cancel your order for any reason within 14 days of the day you receive your goods, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You don't need to give a reason or wait for our approval to cancel. Just tell us clearly in writing, for example by emailing admin@lorvali.com with your order number. We're also happy to extend this period: you may ask to return an item for up to 30 days after delivery. During the first 14 days, your statutory right applies. For days 15 to 30, we ask that the item is unused, undamaged and in its original packaging, and that you can show your order number or receipt. Requests after 30 days may not qualify for a refund, although this doesn't affect your rights if the goods are faulty.

4. How to Return an Item

Email admin@lorvali.com with your order number and, if you wish, the reason for the return. We'll reply within one to two business days to confirm your return and send instructions. If you're cancelling under your 14-day statutory right, you then have a further 14 days from the date you told us to send the goods back.If we take longer than expected to send you return instructions, we'll extend that deadline to match. For returns made in days 15 to 30, please post the item within seven days of our reply. Please pack the item securely in its original packaging where possible. If you've handled the goods more than was needed to check what they are and whether they work, we may reduce your refund to reflect any loss in value.

5. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or different from what you ordered, please tell us as soon as you can. Clear photos help us resolve things faster, but they aren't a condition of your claim. Under the Consumer Rights Act 2015, you have 30 days from delivery to reject faulty or wrongly described goods and receive a full refund. Faults that appear within the first six months are presumed to have been present on delivery, unless we can show otherwise. After the 30 days, you're entitled to a repair or replacement. If that can't be done or doesn't fix the problem, you can ask for a price reduction or a final refund. For faulty, damaged or incorrect goods, we pay the reasonable cost of returning the item to us, or we may arrange a refund or replacement without needing the item back. The unused-item and original-packaging conditions in section 3 do not apply.

6. Return Postage for Change-of-Mind Returns

Return postage to New Zealand is your cost for change-of-mind returns, and international postage prices vary. We recommend a tracked and insured service, as the parcel remains your responsibility until it reaches us. Please keep your proof of postage.

7. How Refunds Are Paid

We'll refund you to the payment method you originally used. For change-of-mind returns, we'll refund the price of the goods and the cost of standard delivery within 14 days of receiving the item back or of receiving proof that you've posted it, whichever comes first. We may hold the refund until the goods arrive or you provide proof of postage. For faulty goods, we'll refund you within 14 days of agreeing that you're entitled to one. Your bank or card provider may take a little longer to show the money in your account.

8. Swapping an Item

If you'd like a different item, contact us first. Once your return is underway, you can place a new order for the replacement. Swaps follow the same rules as returns.

9. Cancelling Before Dispatch

You can cancel an order for a full refund at any point before it has been dispatched. To cancel, email admin@lorvali.com. If your order has already been dispatched, please follow the return process above once it arrives.

10. Items We Can't Take Back

Products made to your specifications or personalised for you can't be returned under the change-of-mind right. This doesn't affect your rights if any item is faulty or not as described.

11. Your Statutory Rights

Nothing in this policy limits or excludes your legal rights as a consumer, including those under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If any part of this policy conflicts with the law, the law applies.