• Return Policy

    RETURN POLICY

    Thank you for your purchase. Lora DiCarlo products are of the highest quality, and we hope you enjoy our products with abandon. However, if you are unsatisfied with any Lora DiCarlo product, it may be returned unopened and unused, within ten (10) days of receipt. Please see below for more information on our return policy.

    RETURNS

    Due to the intimate nature of Lora DiCarlo products, we can only accept returns of unopened and unused products. Both tamper seals must be intact on external sleeve and internal box. 

    All returns must be approved by Lora DiCarlo Customer Care and should be postmarked within five (5) days of the return authorization. All shipping costs are non-refundable. Customer is responsible for all return shipping charges. All returned items must be in new, unopened packaging, and be accompanied by an official Lora DiCarlo Return Merchandise Authorization number (RMA). See Return Process section for more information.

    Once opened, Lora DiCarlo products can only be returned due to defects caused by faulty workmanship, or materials, that are covered by Lora DiCarlo’s 1 Year Warranty. This does not include cosmetic deterioration caused by fair wear and tear or damage caused by accident, misuse or neglect. For more information, please see our Warranty Policy. 

    RETURN PROCESS

    To return an item, please email customer service at hello (AT) loradicarlo (DOT) com, to obtain a Return Merchandise Authorization (RMA) number. Customer care will also provide you with the address to ship your return to. After receiving the RMA number, place the item in its original packaging and mail, along with the return form (including RMA number), to the provided return address. 

    Please Note: A 10% restocking fee may apply to returns.    

    REFUNDS

    After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least seven (7) business days from the receipt of your item to process your return. We will notify you by email when your return has been processed. 

    Please Note: It may take additional time for a refund to post to your bank account, depending on your financial institution. 

    EXCEPTIONS    

    The following items cannot be returned: 

    • Products damaged or altered by the customer   
    • Any product claims made outside of valid warranty
    • Any product purchased from unauthorized retailers (eg: Amazon, Ebay, Groupon etc.)  

    For defective or damaged products, please visit our website to submit a warranty claim, or contact us at the customer service email below to for additional questions about arranging a refund. 

    If you receive a damaged package, please contact customer service. 

    QUESTIONS

    If you have any questions concerning our return policy, please contact us at: 

    hello (AT) loradicarlo (DOT) com

  • Does my Osé come with a warranty?

    WARRANTY TERMS & CONDITIONS 

    Lora DiCarlo products are of the highest quality and come with a ONE (1) YEAR worldwide manufacturing warranty for products purchased from loradicarlo.com, or an Authorized Retailer. Products purchased from an Unauthorized Retailer are not covered under these policies. 

    In countries mandating a longer warranty time, Lora DiCarlo extends the warranty appropriately.

    REGISTERING YOUR PRODUCT

    To claim your warranty you MUST register your product on loradicarlo.com and follow the instructions provided to make a warranty claim. If approved you will receive a Return Merchandise Authorization (RMA), which should be included with the defective product when shipping to the provided return shipping address. Shipping costs are non-refundable. This undertaking is in addition to consumer’s statutory rights and does not affect those rights in any way. 

    Please contact hello@loradicarlo.com if you have any questions about your warranty eligibility or the registration process.

    1 YEAR WARRANTY 

    Lora DiCarlo warrants this product for a period of ONE (1) YEAR, after the date of original purchase, against defects due to faulty workmanship or materials. If you discover a qualifying defect and notify Lora DiCarlo during the warranty period, Lora DiCarlo will, at its discretion, repair or replace the product free of charge.

    The warranty covers working parts that affect the function of the product. It does NOT cover cosmetic deterioration caused by fair wear and tear or damage caused by accident, misuse or neglect. Any attempt to open or take apart the product (or its accessories) will void the warranty.

    Claims under warranty must be supported by reasonable evidence that the date of the claim is within the warranty period. To validate your warranty, please keep your original purchase receipt together with these warranty conditions for the duration of the warranty period. If you purchased your product on our website, loradicarlo.com, we already have your proof of purchase on file.

    To activate your warranty, visit loradicarlo.com, log in, and register your device and follow the warranty claim process as indicated. 

  • Can I cancel or change my order?

    To cancel or change your order, you'll need to contact customer service at hello@loradicarlo.com

  • How do I return my Osé?

    You can email customer service at hello@loradicarlo.com. They'll give you a Return Merchandise Authorization (RMA) number along with the address to ship your return to. Then, put the product in its original packaging and include the return form (including the RMA number) to the return address you got from customer service.

    Please Note: A 10% restocking fee may apply to returns or exchanges.

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