Lor Ukraine – EU E-commerce Policy Package

Brand: Lor Ukraine
Legal entity: [LEGAL COMPANY NAME]
Registered address: [REGISTERED ADDRESS, ESTONIA]
Registry code: [REGISTRATION NUMBER]
VAT number: [VAT NUMBER, IF APPLICABLE]
Email: [CUSTOMER SERVICE EMAIL]
Website: [WEBSITE URL]

Last updated: 12 August 2026

Return and Refund Policy

At Lor Ukraine, we want you to be satisfied with your purchase. If you are a consumer in the European Union, you generally have a statutory right to withdraw from your online purchase within 14 days without giving a reason, subject to the applicable legal exceptions.

This Return and Refund Policy explains how returns, withdrawals, refunds, and defective-product claims are handled.

1. Right of Withdrawal

Under applicable EU consumer protection law, you generally have the right to withdraw from a distance contract within 14 days without giving any reason.

For goods, the withdrawal period normally begins on the day you, or a third party designated by you other than the carrier, receive the goods.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires. You may contact us at:

Email: [CUSTOMER SERVICE EMAIL]

You may use the model withdrawal form provided at the end of this policy, but you are not required to use that exact form as long as you clearly communicate your decision to withdraw.

2. Condition of Returned Goods

After communicating your withdrawal, you must send the goods back to us without undue delay and generally no later than 14 days after you informed us of your decision to withdraw.

You may inspect and handle the goods to the extent necessary to establish their nature, characteristics, and functioning.

You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to inspect them.

For hygiene and product-protection reasons, returned clothing should be clean and in a suitable condition for resale. Original tags, packaging, and accessories should be included where reasonably possible.

A return will not automatically be rejected merely because packaging has been opened or the product has been inspected.

3. Return Shipping Costs

Unless otherwise stated by us, you are responsible for the direct cost of returning the goods when exercising the statutory right of withdrawal.

You will not be responsible for return shipping costs where applicable law requires us to bear those costs, including where the goods are defective or incorrect, or where we failed to provide the legally required information about return costs.

The return address and return instructions will be provided by our customer service team.

4. Refunds

When you validly withdraw from a contract, we will reimburse the payments received from you, including the cost of standard delivery available at the time of the original purchase.

We are not required to reimburse additional delivery costs resulting from your choice of a more expensive delivery method than the least expensive standard delivery offered by us.

We will make the refund without undue delay and, in general, no later than 14 days after we are informed of your withdrawal.

Where permitted by law, we may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed with you and provided that doing so does not impose additional costs on you.

5. Defective, Damaged, or Incorrect Products

If you receive a product that is defective, damaged, materially different from its description, or otherwise does not conform to the sales contract, please contact us at:

[CUSTOMER SERVICE EMAIL]

Please provide your order number and, where appropriate, photographs or other information that helps us assess the issue.

Your statutory rights concerning defective or non-conforming goods are separate from your 14-day right of withdrawal and are not limited by this policy.

Consumers in the EU generally benefit from a minimum two-year legal guarantee for goods, subject to applicable national rules and exceptions.

Where applicable law requires it, we will provide an appropriate remedy, which may include repair, replacement, price reduction, or reimbursement.

6. Exchanges

We do not generally process direct exchanges.

If you wish to purchase another size, colour, or product, you may return the original item in accordance with this policy and place a new order.

This does not affect your statutory rights concerning defective or non-conforming goods.

7. Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply to certain categories of goods specified by applicable law.

Any exception relevant to a particular Lor Ukraine product will be communicated before or at the time of purchase.

A product is not excluded from the right of withdrawal merely because it is produced or fulfilled after an order is placed. Any exclusion must be based on an applicable legal exception.

8. How to Request a Return

To request a return or exercise your right of withdrawal, contact:

Email: [CUSTOMER SERVICE EMAIL]

Please include:

• your full name;
• order number;
• the products you wish to return;
• the date of purchase or delivery; and
• whether you are exercising your statutory right of withdrawal or reporting a defective/non-conforming product.

We will provide the applicable return instructions.

9. Model Withdrawal Form

You may use the following form:

To: [LEGAL COMPANY NAME], [REGISTERED ADDRESS, ESTONIA], [CUSTOMER SERVICE EMAIL]

I hereby notify you that I withdraw from my contract of sale of the following goods:

Order number: [ORDER NUMBER]
Product(s): [PRODUCT NAME]
Ordered on / received on: [DATE]
Consumer name: [NAME]
Consumer address: [ADDRESS]
Date: [DATE]
Signature: [SIGNATURE – ONLY IF THIS FORM IS SUBMITTED ON PAPER]