• My product doesn't work or charge. What should I do?

    You might qualify for a warranty. You can make a claim by going to loradicarlo.com, logging in and registering your product. Instructions will be provided there on how to register your product for warranty. We have a guaranteed 1-year warranty (in countries mandating a longer warranty time, we extend the warranty appropriately).

  • Return Policy

    Thank you for your purchase. Lora DiCarlo products are of the highest quality, and we hope you enjoy our products with abandon. 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 within 30 days of purchase. Both tamper seals must be intact on the external sleeve and internal box.  Please reach out to Hello@loradicarlo.com for any concerns and questions you may have about your return as we strive to work with all of our customers in finding the right solution. 

    All returns must be approved by Lora DiCarlo customer service and should be postmarked within five (5) days of the return authorization. All shipping costs are non-refundable. The customer is responsible for all return shipping charges. All returned items must be in new, unopened packaging.

    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

    Please email customer service at hello@loradicarlo.com within 30 days of ordering your product. Once you receive authorization and a RMA number, put the product in its original packaging with the RMA number inside and mail it to the return address provided by customer service. Shipping charges are nonrefundable.

    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 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. 

    ORDER CANCELLATIONS OR CHANGES

    Once your order has been processed, it cannot be canceled. You may refuse the package upon delivery or mark the package RETURN TO SENDER and bring it to your local drop off facility to send it back to our warehouse. You may also contact the shipper directly to have them route the package back to sender.   After your returned package is received, confirmed by us that it is unused/unopened, and processed, we will issue a refund followed by an email notification to the address we have on file

    QUESTIONS

    If you have any questions or wish to make a return, please contact us at: 

    hello@loradicarlo.com

  • Warranty Policy

    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 at loradicarlo.com/register. A prepaid FedEx return label will be provided for your return.

    Please contact us 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, register your product at loradicarlo.com/register. To make a claim, email hello (AT) loradicarlo (DOT) com

  • I have received a defective item. How do I claim my warranty?

    You can claim your warranty by going to loradicarlo.com, logging in and registering your product. There will be instructions there on how to register your product for warranty. We have a guaranteed 1-year warranty (in countries mandating a longer warranty time, we extend the warranty appropriately). A prepaid FedEx return label will be provided for your return. 

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

  • Can I cancel or change my order?

    To cancel or change your order, you'll need to contact customer service at hello@loradicarlo.com.  Once your order has been processed, it cannot be canceled. You may refuse the package upon delivery or mark the package RETURN TO SENDER and bring it to your local drop off facility to send it back to our warehouse. You may also contact the shipper directly to have them route the package back to sender.   After your returned package is received, confirmed by us that it is unused/unopened, and processed, we will issue a refund followed by an email notification to the address we have on file

  • How do I return my product?

    Please email customer service at hello@loradicarlo.com. Once you receive authorization, put the product in its original packaging along with the RMA # in the package and mail it to the return address provided by customer service. Shipping charges are nonrefundable. 

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

  • How do I register my product for the warranty?

    Register your product at loradicarlo.com/register. To make a claim, email hello@loradicarlo.com.  

  • How do I activate my warranty?

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

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