Returns & Refunds

If you have an issue with your Lorakivi order—whether the item arrived damaged, was not what you expected, or never reached you—we want to help resolve it. Because our product range and logistics partners vary by destination, the exact steps, timeframes, and conditions for a return or exchange depend on your specific situation. The sections below explain what to do and what information to have ready before contacting us.

What to Do If Your Order Has an Issue

Each problem type is handled differently. Identify your situation below and follow the guidance.

Wrong item received

If the product you received does not match what you ordered, email us at jasmair@lorakivi.shop with your order number and a photo of the item as received. We will confirm the error and instruct you on the next step, including how and where to send the incorrect item back.

Changed your mind

If you simply wish to return an item you no longer want, contact us before shipping anything back. We will confirm whether your item qualifies for return, the deadline that applies, and who covers return shipping. Do not send items back without first receiving instructions from our team.

Package lost in transit

If your tracking shows no movement or the carrier confirms the parcel is lost, email us with your order number and tracking reference. We will open an investigation with the shipping carrier and follow up with you once we have a result. Resolution may include a replacement shipment or a refund, depending on the carrier's findings.

Item arrived damaged

If your package arrives visibly damaged or the product inside is broken or defective, photograph the outer packaging and the item before discarding anything. Send those photos along with your order number to jasmair@lorakivi.shop. We will assess the damage and advise whether a replacement, repair, or refund is appropriate.

Size, colour, or option exchange

If you need a different size, colour, or variant, contact us with your order number and the option you would like instead. We will check availability and explain the process, including any price difference and shipping charges that may apply.

Before You Ship Anything Back

Do not send a return without first contacting us. Our team will confirm:

  • Whether your item is eligible for return or exchange
  • The deadline for submitting a request
  • The correct return address and any required reference number
  • Who is responsible for return shipping costs
  • What condition the item must be in (packaging, tags, accessories, etc.)

Refunds

Once a return is received and inspected, we will notify you whether it is approved. If approved, the refund is issued to your original payment method. The time it takes for the credit to appear on your statement depends on your bank or payment provider. We will confirm the exact refund timeline when we approve your return.

How to Start a Request

Email jasmair@lorakivi.shop with:

  • Your order number
  • A description of the issue
  • Relevant photos (for damage or wrong-item claims)
  • The resolution you are seeking (refund, exchange, or replacement)

A member of our team will reply with instructions specific to your case.

Contact Us

Lorakivi
CHANA HEATING & PLUMBING SUPPLIES LIMITED
jasmair@lorakivi.shop
14 Carlton Avenue, Hayes, England, UB3 4AE, United Kingdom
lorakivi.shop

We typically respond within 1–2 business days.