Right of Withdrawal – Product Returns

We always try to offer our customers the best available Lorvenn Professional products. However, if you believe that the products you received do not meet your expectations or you simply changed your mind, you have the right, as a consumer, to withdraw from the purchase contract, in accordance with applicable law.

In particular, if you have entered into a contract with us as a consumer through our online store www.lorvennhair.com, you have the right to withdraw within fourteen (14) calendar days, without giving any reason.

The withdrawal period expires after fourteen (14) days from the day following the day on which you, or a third party indicated by you other than the carrier, acquired physical possession of the goods or, in the case of an order consisting of multiple goods, of the last good, lot or piece.

In the case of purchases made in the context of professional or business activity, the application of the right of withdrawal shall apply to the extent provided by the applicable legislation and/or the specific commercial terms applicable to the order.

Exercise of the Right of Withdrawal – Return Procedure – Refund

To return the products and exercise your right of withdrawal, please follow the steps below:

Contact the customer service team of the Lorvenn Professional e-shop by sending an email to eshop@lorvennhair.com, mentioning your order number and full name.
Alternatively, you may return your products via BOX NOW, where the service is available, by following the relevant return procedure provided on the e-shop.
Alternatively, you may complete and send us the Return Form in order to inform us that you wish to return one or more products. Our team will guide you through the return procedure.
You must inform us of your intention to withdraw within fourteen (14) calendar days from the day on which you acquired physical possession of the products.
After informing us, you must send the products to the return address within fourteen (14) calendar days from the day on which you notified us that you are withdrawing.
The products must be in their original condition, “as new”, in the same condition in which they were delivered to you and in accordance with the instructions for use and storage. Please make sure that you package them carefully before sending them back.
After we receive the parcel and verify that the products are in good condition, we will refund the total amount of your order, including the value of the products and the initial delivery costs for Standard Delivery only, within fourteen (14) calendar days from the date on which we were informed of your decision to withdraw. The refund may be delayed if we have not yet received the returned products.

The refund will be made using the same payment method used for the original transaction, unless expressly agreed otherwise, without any additional charge to you. In case of purchase by Cash on Delivery, the refund will be made by bank transfer to the Buyer’s bank account. For this purpose, we will request by email your IBAN, the bank name and the beneficiary’s name as appearing on the account.

The amount refunded does not include return shipping costs, unless the return is due to our fault, such as defective products or wrong / non-matching products in relation to the order. Only Standard Delivery costs are refundable. If you selected Express Delivery or any other special delivery method with an additional cost when placing your order, the additional cost is not refundable.

You bear the shipping cost for returning the products, unless the return concerns defective or incorrect products.

You may also inform us of your withdrawal by sending a clear statement, such as a letter by post or email, to:

Lorvenn Professional – HELLENICA S.A. COSMETICS
7 Chimaras Street, Maroussi, 151 25, Attica, Greece
Email: eshop@lorvennhair.com

Product Handling

You are responsible for any decrease in the value of the goods resulting from use or handling other than what is necessary to establish their nature, characteristics and functioning, as you would do in a physical store.

After receiving the products, we reserve the right to examine them. If we consider that the products are not in normal saleable condition due to extensive use, damage, opening, unsealing, alteration of the packaging or failure to comply with storage instructions, we may deduct the relevant restoration costs from the refund amount or refuse compensation entirely if the products are no longer suitable for sale.

Exceptions from the Right of Withdrawal

You may not withdraw from contracts concerning the supply of sealed goods which are not suitable for return for reasons of health protection, hygiene or safety and which have been unsealed after delivery.

This category may include, indicatively, hair colour products, oxidizing creams / developers, hair care or therapy products, styling products, products that come into contact with hair, skin or scalp, as well as any product whose protective packaging or seal has been opened, altered or destroyed after delivery.

Other statutory exceptions from the right of withdrawal may also apply in accordance with the applicable legislation.

Defective or Incorrect Products

If you receive a defective product or a product that does not correspond to your order, please contact the customer service team immediately at eshop@lorvennhair.com, mentioning your order number, full name and a description of the issue.

If it is confirmed that the return is due to our fault, the Company will bear the return cost and will proceed, as applicable, with replacement of the product or refund.

Return Procedure via Courier or BOX NOW

For product returns, you may use the courier company or delivery partner indicated by us, indicatively BOX NOW, ACS or DHL, depending on the country, availability and delivery method of the original order.

We recommend using shipping services with tracking, as we are not responsible for return parcels that are lost or delayed during transport, where the shipment is not carried out through the procedure or partner indicated by the Company.

Return Address

All returns of Lorvenn Professional products must be sent to the following address:

HELLENICA S.A. COSMETICS – Lorvenn Professional
11 Ifaistou Street, Koropi Industrial Area – Tzima Area
19400 Koropi, Attica
Greece

Returns Policy