Returns and exchanges
Definitions: LORIENT means the online store supplying the products and the website operators. The customer means the person making a purchase, order or exchange on the LORIENT website.
1. Cancelling a purchase before receiving the product
A customer may cancel an order at any time in accordance with the Consumer Protection Law, 1981 (“the Law”). If notice of cancellation is received by email or WhatsApp, together with a valid order number, before the shipment has been packed and dispatched from the company's warehouse, the order will be cancelled immediately and the full purchase amount refunded to the original payment method, without a cancellation fee.
If cancellation is requested after dispatch from the LORIENT warehouse, the shipment cannot be stopped. The customer must wait for the parcel to arrive and then follow the return and refund instructions in sections 3 and 4 below. In this case, cancellation fees and shipping costs will be deducted in accordance with the Law.
2. Exchanging products
A customer may exchange a product within 14 days of receiving the parcel, according to the delivery date shown by the carrier's tracking number. An exchange is possible only if the product has not been used beyond a basic suitability check and remains in its original packaging without wear, damage or defects.
To arrange an exchange, contact LORIENT customer service on WhatsApp. Exchanges are made by home courier or return shipping coordinated with customer service. The customer bears the shipping costs and the cost of returning the original item to the company's warehouse. An exchange is allowed only once per order. Multiple items from the same order must be exchanged together on one occasion.
3. Conditions for returning products following cancellation or exchange
To obtain a refund or exchange, the returned product must reach the LORIENT warehouse intact, without defects or damage, in its original packaging and with its original labels, where applicable. A product returned damaged, broken or with clear signs of use will not qualify for any refund. The customer alone bears the full cost of shipping and physically returning the product to the company's warehouse. To begin a return, contact customer service using the website's WhatsApp button.
4. Refunds
If the customer meets the return conditions and requests a refund, the following terms apply:
a. Original payment method: Refunds are issued only to the original payment method, which cannot be changed. In accordance with the Law, a cancellation fee of 5% of the returned item's price or ₪100, whichever is lower, is deducted. For example, returning a ₪100 product results in a ₪5 cancellation fee and a ₪95 refund. Return shipping to the company's warehouse is not reimbursed and is paid in full by the customer.
b. Refund timing: The refund is processed on the business day following receipt and inspection of the shipment at the LORIENT warehouse. It will appear in the customer's account within up to 14 business days of processing, depending on the credit-card or payment-processing provider's policy.
c. Partial cancellations and free shipping: If a partial return reduces the value of the items retained below the free-shipping threshold, the original shipping charge of ₪29.9 will be deducted from the refund for the returned item.
5. Coupon codes, credit and credit vouchers
A gift code, website credit or credit voucher issued by the website operator is valid for two years (24 months) from receipt.
6. Additional information and responsibility
Order confirmation: Every return, exchange or refund requires the original order confirmation or a valid order number in the website's system.
Products damaged in delivery: If a product is damaged or broken when the parcel is opened, LORIENT takes full responsibility for replacing it or cancelling the purchase without cancellation fees, provided that the customer sends conclusive evidence—a clear photograph or video of the damaged product inside its packaging—to customer service within 48 hours of receiving the parcel, according to the carrier's delivery time.
Cancellation by the website: LORIENT reserves the right to cancel any order at its sole discretion, for example because of a pricing error, unavailable stock or a payment-processing problem. If LORIENT cancels an order, the customer receives a full refund to the original payment method without cancellation fees and will have no further claims or demands against LORIENT relating to that cancellation.