Refund Policy
Returns & Refunds – Lauren Moda
At Lauren Moda, we want you to feel confident in your purchase. If a product does not meet your expectations, we are happy to assist you with a clear and simple return process.
If you have questions about returns, exchanges, or refunds, you can contact us at:
1. Return Policy
You can request a return or exchange within 30 days after receiving your order.
After this period, we may unfortunately no longer be able to accept your return request.
For an item to be returned or exchanged, it must generally:
- be unused, unwashed, and unworn;
- be in original condition;
- have original tags and packaging, where applicable;
- returned together with the order number or proof of purchase.
Items showing signs of use, washing, damage, stains, or alterations made by the customer may be rejected or only partially refunded depending on the item's condition.
We accept returns for both defective and non-defective items, provided the conditions in this policy are met.
2. Order Cancellation
If you wish to cancel your order, you can contact us within 24 hours after ordering, provided the order has not yet been processed, packed, or shipped.
Contact us as soon as possible at:
Remember to provide your order number.
If the order has already been processed or shipped, it may no longer be possible to cancel it. In that case, you can use our return process after receiving the package.
3. How to Start a Return or Exchange
To start a return or exchange, please contact us at:
Please provide:
- your order number;
- which item or items you want to return or exchange;
- whether you want a return or exchange;
- the reason for your inquiry.
Once we have reviewed your request, our customer service will send the necessary return instructions via email.
Please do not send items back before receiving instructions from us. Returns without prior approval may be rejected.
4. Return Address and Return Costs
Returns must be sent to the exact return address provided by our customer service via email.
Our return warehouse is located in China. You will receive the correct return address via email once your return request has been reviewed and approved.
For returns due to cancellation or change of mind, the customer pays the return shipping to our return warehouse in China.
International return shipping may be more expensive than regular domestic shipping. We recommend checking the exact price with your local post or shipping company before returning the item.
Return shipping costs are not refunded unless the return is due to a defective item, damaged item, incorrect item, or an error on our part.
We always recommend using a shipping method with a tracking number and keeping the receipt until the return is fully processed. We cannot be held responsible for return packages lost or damaged during transport.
5. Refunds
Once we have received and inspected the returned item, we will send you a confirmation via email.
If the return is approved, the refund is usually processed within up to 14 days.
The refund will be returned to the same payment method used for the purchase unless otherwise agreed.
Please note that your bank, card issuer, or payment provider may take extra time to make the amount visible in your account.
Any additional services, such as shipping protection, are non-refundable.
6. Exchange
If you wish to exchange an item for a different size, color, or variant, please contact us at:
Exchanges depend on stock availability.
If the desired item is not available, we can offer another solution, such as an alternative item, refund, or other appropriate solution.
For exchanges due to cancellation or change of mind, the customer pays the return shipping cost.
7. Incorrect, damaged, or defective items
If you receive an incorrect, damaged, or defective item, please contact us within 24 hours after delivery at:
Please attach:
- your order number;
- pictures or video of the product;
- pictures of the packaging if the item was damaged during transport;
- a brief description of the problem.
We will review the case and help you with an appropriate solution, such as exchange, reshipment, refund, or another reasonable solution.
Do not return the item before you have received instructions from our customer service.
8. Uncollected or Undeliverable Packages
If a package cannot be delivered or picked up by the customer, it may be transferred to a local pickup point, post office, or handled according to the carrier’s procedures.
The customer is responsible for tracking the package and picking it up within the carrier’s deadline.
If the package is destroyed, lost, returned, or cannot be recovered because it was not picked up on time, the order may not be refundable.
9. Exceptions to Returns
For hygienic, health, or safety reasons, certain products cannot be returned or exchanged if they have been opened, used, worn, or removed from the original sealed packaging.
This includes, among others:
- underwear;
- oral care products;
- personal hygiene products;
- cosmetic products;
- products that come into direct contact with the body;
- electronic or battery-powered products once used, unless the product is defective, damaged upon delivery, incorrectly delivered, or consumer law requires otherwise.
These exceptions do not apply if the product is defective, damaged, incorrectly delivered, or if applicable consumer protection laws require a different solution.
10. Products That May Not Be Returnable
Returns or exchanges may not be accepted for:
- items returned after the 30-day period;
- items that have been used, worn, washed, stained, damaged, or altered by the customer;
- items without original tags, labels, or packaging, where applicable;
- hygiene or personal care products that have been opened or used;
- items returned without prior approval from customer service;
- gift cards, if offered;
- personally customized or made-to-order products.
11. Consumer Rights
This policy does not exclude, limit, or alter mandatory consumer rights that may apply under the laws of your country of residence.
Lauren Moda offers a 30-day return period in accordance with the terms of this policy.
12. Contact
If you have questions about returns, exchanges, cancellations, or refunds, you are always welcome to contact us:
Lauren Moda
E-mail: support@laurenmoda.com
We strive to respond to inquiries within 24 hours on business days.