Return & Refund

Return & refund policy

30 days to decide.Refunds you can count on.

If something isn't right, we make it right. If you simply change your mind, our terms are written plainly so you know the cost before you start.

Start a return Costs Refund timing Warranty claims
30 daysFrom delivery to return
FreeReturns for quality issues
24 hReply to every request
3 daysTo issue approved refunds
01How to return an item

Four steps, handled by our team

Returns are arranged directly with Lorderan customer service. Please contact us before sending anything back.

Contact us

Email support@lorderan.com with your order number, the reason for the return, and photos or a video of the item or issue.

Reply within 24 hours

Get instructions

We confirm whether the return is eligible and send you return shipping instructions.

Send it back

Pack the item securely in complete packaging and ship it as instructed.

Refund or replacement

Once we receive and inspect the item, we issue your refund or dispatch your replacement.

Refund within 3 business days
Start a return
02Which return applies to you

Quality issues are on us

Costs depend on why the item is coming back. Here is the full picture, with nothing held back.

Quality issue

Defective or damaged on arrival

The item doesn't work as it should, or arrived damaged.

  • Return shipping: paid in full by Lorderan
  • Restocking fee: none
  • Outcome: refund or replacement
Non-quality return

Change of mind or ordering error

The item is fine, but you'd like to send it back.

  • Return shipping: paid by the buyer
  • Restocking fee: 3% of the order amount
  • Card processing fee: the original fee, typically 2.4% to 3.4%, is non-recoverable and deducted from the refund
Includes

Changing your mind, ordering the wrong item or by mistake, price changes, the item not meeting expectations, finding an alternative product, delays caused by factors outside our control, and damage caused by incorrect operation.

Worked example

What a change-of-mind refund looks like

An illustration on a US$10,000 order paid by card. Your actual card fee and return shipping cost will vary.

  • Order amountUS$10,000
  • Restocking fee (3%)− US$300
  • Card processing fee (e.g. 2.9%)− US$290
  • Return shippingPaid by you directly
  • RefundUS$9,410
    • Example only. For a quality issue, you would receive a full refund and we would pay return shipping.
03Eligibility & refunds

Eligibility & refunds

The conditions every return must meet, and when your money comes back.

  • Return window

    Returns are accepted within 30 days of delivery.

  • Condition of the item

    Items must be unused, in their original condition, and returned in complete, secure packaging.

  • Inspection

    Once your return reaches our warehouse, we inspect it to confirm it meets these conditions.

  • Refund timing

    Approved refunds are issued within 3 business days of inspection, to your original payment method.

  • When you'll see it

    After we issue your refund, it usually appears on your statement within 2 to 7 business days, depending on your card issuer.

  • Replacements

    Where a replacement is agreed instead of a refund, it is dispatched once the returned item has been received.

04Within the warranty period

When a major defect can't be fixed

Beyond 30 days, your instrument is still protected by its warranty.

OUR COMMITMENT

Refund or replacement

If a major quality defect makes a product irreparable, or extremely difficult to repair, we provide a refund or a replacement.

WHAT WE NEED

Proof of the defect

A third-party inspection report, clear photos or a short unobstructed video, or access for us to verify the condition ourselves.

HOW FAST

3 business days

We complete verification within 3 business days of receiving your proof. Read the warranty policy

05Other terms

Other terms

Situations that are handled differently.

  • Refused or incorrectly addressed shipments

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

  • International returns

    For international returns, return shipping is deducted from your 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.

  • Damage on delivery

    Please inspect your delivery before signing and note any visible damage on the delivery receipt. See our Shipping Policy for details.

  • Changes to this policy

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

RETURNS & REFUNDS

Something not right? Tell us today.

Send your order number and a few photos. We reply to every request within 24 hours.

Start a returnContact us
Or email support@lorderan.com