Refund policy

Our promise

At Lorzini, we don't want you to keep something that isn't right for your pet. If a piece doesn't earn its place in your home, we'll make it right.

Return window

You may request a return within 30 days of receiving your order. To be eligible, items must be unused, in their original condition, and in their original packaging.

How to start a return

Email us at hello@lorzini.com with your order number and the reason for the return. We'll reply with the next steps and the return address. Please don't send items back before contacting us.

Return shipping

If your item arrived damaged, defective, or incorrect, we cover the return shipping — that one's on us. For change-of-mind returns, the cost of return shipping is the customer's responsibility.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5-10 business days. Depending on your bank, it may take a few additional days to appear.

Damaged or defective items

If anything arrives damaged or faulty, contact us within 14 days of delivery with a photo. We'll arrange a replacement or full refund — no hassle.

Exchanges

Want a different size or item? Start a return for the original and place a new order, or email us and we'll help coordinate.

Items that can't be returned

For hygiene and safety reasons, used items that have been in direct contact with a pet (for example, opened toys or worn harnesses) and any items marked "final sale" cannot be returned unless they are defective.

Order changes & cancellations

Need to change or cancel your order? Contact us within 24 hours of placing it and we'll do our best to help. After that, your order may already be prepared for fulfillment and can no longer be changed.

A note on fulfillment

Lorzini products are delivered through trusted third-party logistics and fulfillment partners. This can affect return timelines slightly, and we'll always keep you informed throughout the process.