Refund policy

We want you to be completely satisfied with your Lorderan equipment. If something isn't right, we will make it right. This policy explains how returns work, what they cost, and when you will receive your refund.

Returns at a glance

  • Return window: 30 days from delivery.
  • Quality issues: if an item is defective or damaged on arrival, Lorderan pays the full return shipping cost.
  • Non-quality returns: the buyer pays return shipping, a 3% restocking fee, and the non-recoverable card processing fee.
  • Refunds: approved refunds are issued within 3 business days of inspection, to your original payment method.
  • Response time: we reply to every return request within 24 hours.

1. How to return an item

Please contact us before sending anything back.

  1. Contact us at support@lorderan.com with your order number, the reason for the return, and photos or a video showing the item or issue. We reply within 24 hours.
  2. Receive instructions. We confirm whether the return is eligible and send you return shipping instructions.
  3. Send the item back in complete, secure packaging, as instructed.
  4. Refund or replacement. Once the item reaches our warehouse and has been inspected, we issue your refund or dispatch your replacement.

2. Eligibility

  • Returns are accepted within 30 days of delivery.
  • Items must be unused and in their original condition.
  • Items must be returned in complete, secure packaging.

3. Quality issues: defective or damaged items

If an item is defective or arrives damaged, Lorderan pays the full return shipping cost. No restocking fee applies, and we will provide a refund or a replacement.

For damage during transit, please note the damage on the delivery receipt before signing and contact us immediately. See our Shipping Policy for details.

4. Non-quality returns

Non-quality returns include, for example:

  • changing your mind, or no longer needing the item;
  • ordering the wrong item, or ordering by mistake;
  • price changes, or finding an alternative product;
  • the item not meeting your expectations;
  • delivery delays caused by factors outside our control;
  • damage caused by incorrect operation, which is not covered as a quality issue.

For non-quality returns, the following costs apply:

  • Return shipping is paid by the buyer.
  • A restocking fee of 3% of the order amount is charged.
  • The original card processing fee, typically 2.4% to 3.4% of the transaction, cannot be recovered by Lorderan and is deducted from the refund.

Example: for a US$10,000 order paid by card with a 2.9% processing fee, a change-of-mind refund would be US$10,000 − US$300 restocking fee − US$290 card processing fee = US$9,410, with return shipping paid by the buyer. Actual fees vary.

5. Refunds

  • Approved refunds are issued within 3 business days after inspection confirms the item meets the return conditions.
  • Refunds are made to your original payment method.
  • Once issued, a refund usually appears on your statement within 2 to 7 business days, depending on your card issuer.

6. Major defects within the warranty period

If, within the warranty period, a major quality defect makes a product irreparable or extremely difficult to repair, Lorderan will provide a refund or a replacement.

To process your request, please provide proof of the defect, such as a third-party inspection report, clear photos or a short unobstructed video, or allow Lorderan to verify the condition. We complete verification within 3 business days of receiving your proof. See our Warranty Policy for full details.

7. Refused or incorrectly addressed shipments

If a shipment is refused, or returned because the address provided by the buyer was incorrect, the buyer is responsible for the return shipping cost and any additional fees.

8. International returns

For international returns, return shipping is deducted from the refund. The cost depends on the location and weight of the items and is calculated when we initiate the return. Some orders shipped from our warehouse in China cannot be cancelled once placed.

9. Changes to this policy

This policy may be updated without prior notice. Please review it periodically, and before each purchase.

10. Contact us

For return and refund requests, please contact us. We reply to every message within 24 hours.