LorenzaHome – Cancellation, Return and Withdrawal Policy

Last Updated: 07.05.2026

This Cancellation, Return and Withdrawal Policy applies to all purchases made through LorenzaHome. LorenzaHome is an international e-commerce platform that sells carpets, rugs, home textiles, decoration and living space products worldwide.

This policy has been prepared taking into account consumer rights, distance selling contracts, international e-commerce practices and general legal principles regarding consumer protection.

1. General Provisions

1.1. All users who place orders through LorenzaHome are deemed to have accepted this Cancellation, Return and Withdrawal Policy at the time of placing their order.

1.2. This policy covers sales to Europe, America, the Middle East, Asia and other international regions, including Turkey.

1.3. In cases where there are mandatory provisions in favor of the user under local consumer legislation, the mandatory legal rules of the relevant country may be applied primarily.

1.4. LorenzaHome reserves the right to update this policy without prior notice when deemed necessary.

2. Order Cancellation

2.3 Custom Made Products

Cancellation may not be accepted after order confirmation for the following products:

• Custom-made carpets
• Custom-cut products
• Products customized according to customer request
• Color, pattern or size
Custom-made products based on specifications Corporate bulk orders

Order cancellation is not possible after the production process has started for these types of products.

3. Right of Withdrawal

3.1 Withdrawal Period

The customer may exercise their right of withdrawal without giving any reason within 14 (fourteen) days from the date the product is delivered to them.

Longer periods may apply in some countries depending on local legislation.

3.2 Exercise of the Right of Withdrawal

In order to exercise the right of withdrawal, the customer must provide the following information completely:

• Order number
• Name and surname / company information
• Product information
• Reason for return (optional)
• Explicit withdrawal request

Notification must be made in writing.

3.3 Situations Where the Right of Withdrawal is Not Valid

The right of withdrawal cannot be exercised for the following products:

• Products custom-made according to customer size
• Used products
• Products unsuitable for resale due to hygiene reasons
• Installed products
• Damaged products or products that have lost their resale value
• Products with severely damaged packaging
• Bulk purchases for commercial purposes
• Products damaged as a result of user error

4. Return Conditions

4.1 General Return Conditions

Products to be returned must meet the following conditions:

• Unused
• In its original packaging
• Sent in its entirety
• Must be in a resalable condition
• Tags must not be removed
• Must not contain physical deformation

4.2 Non-returnable Products

Returns may not be accepted in the following cases:

• Products showing signs of use
• Washed products
• Products containing pet hair/odor Products
• Products with cigarette/perfume/strong odors
• Cut or modified products
• Assembled decorative products
• Custom Production Products
• Products with user-caused deformation

4.3 Important Information on Carpet and Rug Products

The following conditions are not considered defects in hand-woven, natural yarn or custom-made carpets:

• Tone differences
• Small tolerances in dimensions
• Pattern differences due to hand craftsmanship
• Color changes according to light angle
• Pile direction differences
• Texture changes due to natural yarn

These situations may occur due to the nature of production and may not be considered a reason for return.

5. Damaged or Defective Products

5.1 Inspection at the Time of Delivery

The customer, the product; He/She is obliged to check the package upon receipt.

It is recommended that a report be drawn up with the delivery person in the following cases:

• Torn package
• Crushed box
• Wet packaging
• Opened package
• Missing product

5.2 Notification of Damaged Product

Notifications of damaged or defective products must be submitted no later than; It must be done within 48 hours.

• Product photos
• Shipping packaging images
• Video recording
• Damage Description

5.3 Review Process

LorenzaHome may take any necessary action; in these situations:

• Can conduct a technical review
• Can request additional documents
• Product
can send to expert assessment
• Can reject the return request

6. Return Shipping Process

Shipping costs are covered by LorenzaHome.

For Returns Based on the Right of Withdrawal

Shipping costs may be borne by the customer.

For International Orders

• Customs duties
• Import fees
• Local delivery costs
• Return logistics costs

may be the customer's responsibility.

7. Refund Process

7.1 Refund Method

Refunds are processed according to the payment method used during the order.

7.2 Refund Period

The returned product to LorenzaHome After it reaches the warehouse and is approved, the refund process takes an average of:

• 3 to 14 business days
within Depending on bank/provisioning processes

completed.

7.3 Situations Where Deductions May Be Made

Deductions may be made from the refund in the following situations:

• Missing accessories
• Damaged packaging
• Loss of value due to use
• Need cleaning/restoration
• Additional logistics costs

8. Undelivered Orders

For orders not received by the customer or not received from the shipping company within the specified time:

• Return and outbound shipping fees
• Customs expenses
• Storage Fees
• Resending costs

May be passed on to the customer.

9. International Orders

9.1 Customs and Taxes

Potential obligations in international orders:

• Customs duties
• Import charges
• Local tax liabilities

are the customer's responsibility.

9.2 Delays

LorenzaHome cannot be held responsible for delays that may occur due to the following reasons:

• Local carrier delays
Official institution processes Natural disasters Force majeure

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10. Fraud and Abuse

LorenzaHome reserves the right to refuse orders or return requests in the following cases:

• Suspicious transaction detection
• Abuse Intentional use
• Continuous return abuse
• False damage claim
• Commercial misuse
• Use of stolen payment method

Legal proceedings may be initiated if necessary.

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11. Force Majeure

LorenzaHome may temporarily suspend its installations in the following situations:

• Natural disasters
• War
• Cyberattacks
• Global logistics crises
• Pandemic
• Strike
• Official decisions
• Energy and infrastructure disruptions

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12. Disputes and Jurisdiction

In case of disputes, the primary goal is to reach a settlement within the scope of customer satisfaction.

In case of unresolved disputes between the parties, the competent courts and consumer authorities within the scope of the relevant national legislation may be considered.

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13. Contact Information

You can contact us for cancellation, return and support requests:

• Company: LorenzaHome
• Website: LorenzaHome
• Email: [your support email address]
• Customer Service: [your phone number]
• Working Hours: [your working hours]