Return and Replacement Policy
De Lorenzo may accept returns for any unopened, unused products within 14 days from invoice date. It is important that all original packaging be included to qualify for a refund. Restocking fees may be applicable (see below) and shipping costs are non-refundable. If you ordered an item incorrectly we will accept the unopened, unused product and credit your account less original shipping costs. Shipping costs are the costs incurred by De Lorenzo, in shipping the product to you. Although you might have received ‘Free Shipping’, costs were still incurred by De Lorenzo and will be deducted from your credit. We will only pay for return shipping only when products delivered are defective, damaged or the wrong product was received from what was ordered.
Some items do not qualify for refunds (unless defective/damaged/wrongly sent).
Damage Claims or Shortages
Any claims for damage and/or shortages MUST be reported within 24 hours. Be sure to check your deliveries upon receipt. In the event of receiving a damaged product, please contact us. We will require photos of damages to the product and to the packaging.
Returning purchased items is simple and quick. Here are the steps:
- Simply contact De Lorenzo customer service team on 1800 800 347 and also provide:
- A reason for each item(s) you are returning and action you want (i.e. replacement)
- Confirmation/update of your contact information
- A comment (if necessary) for additional details
Upon your return request, we will usually reply within 24 business hours with a returns authorisation. If you are outside of our local area, and the product is defective, damaged or wrongly sent, we will be in contact with you to organise collection of the item or provide you with a reply paid post bag to collect the item. If the product is not defective, damaged or wrongly sent, you will need to organise a trackable way to send back the product at your cost.
Items may not be cancelled once an order has been placed. After you receive your order, simply call customer service at 1800 800 347 during normal business hours to make a replacement order.
Items that are returned due to being wrongly ordered or change of mind may be subject to a restocking fee of up to 20%. A restocking fee is a percentage of the item’s price, depending on the type of item and the condition in which it is returned.
We deliver our products using Australia Post Shipping costs are a flat rate of $10 and will be added to the order total before checkout. Orders are dispatched within 3 business days. Shipping times are estimated at between 2 and 7 business days, depending on your location.
All transactions listed in Australian Dollars. All transactions are processed in Australian Dollars (AUD).