Refund policy

Return & Refund Policy

At Loreto, we want you to feel confident about every purchase. If something isn’t right, eligible products can be returned within 7 days from the date of delivery, subject to the conditions below.

1. Return Window

Eligible products can be returned within 7 days of delivery.

Return requests submitted after the 7-day return window may not be accepted, except where required under applicable law.

The return period is calculated from the date the product is delivered.

2. Return Eligibility

For regular preference-based returns, the product should:

  • Be unused, unwashed and in its original condition
  • Be returned with its original packaging, labels, tags and accessories, where applicable
  • Be free from stains, damage, alterations, odours or other signs of use
  • Pass our quality check after the returned product is received

We recommend checking the product, size, colour and design before washing or using it.

These conditions apply to regular returns and do not limit your rights in cases involving a verified defective, damaged, incorrect or materially misdescribed product.

3. ₹99 Return Pickup Fee

For regular customer-choice returns, a flat ₹99 reverse-pickup fee applies per approved return request.

This includes reasons such as:

  • Changed my mind
  • Size preference
  • Colour preference
  • Material preference
  • Incorrectly selected variant
  • Other similar preference-based reasons

The ₹99 fee is charged for arranging reverse pickup and will be adjusted against the eligible refund amount.

No ₹99 return pickup fee will be charged for verified cases where you received:

  • A wrong product
  • A damaged product
  • A defective product
  • A product materially different from what was ordered or advertised
  • An item affected by a verified fulfilment or delivery error attributable to Loreto or its service partners

Such cases are reviewed by our team before the fee is waived.

4. Wrong, Damaged or Defective Product

If your order arrives damaged, defective, incorrect or materially different from what was ordered, please submit a return request within the applicable return period and select the appropriate reason.

We may ask you to provide:

  • Clear photographs
  • Product packaging images
  • Product labels or tags
  • Other reasonable information required to verify the issue

Once the issue is verified, Loreto will arrange the return without the ₹99 return pickup charge and provide an appropriate refund, replacement or other resolution, as applicable.

This policy does not limit any rights available to consumers under applicable Indian law.

5. Non-Returnable Products

A product may not be eligible for a regular return if:

  • It has been used, washed or damaged after delivery
  • It is returned without its original packaging, labels or tags where these formed part of the product
  • It has been altered, customized or personalized
  • It is specifically identified as final sale or non-returnable on the product page for hygiene, safety or other applicable reasons

This does not affect your rights where a product is defective, damaged, incorrect, materially misdescribed or otherwise required to be accepted for return under applicable law.

6. Replacement or Exchange Assistance

The Loreto Customer Account currently supports return requests.

If you would prefer a different size, colour or variant instead of a refund, you may mention this in your return note or contact us at support@loretoworld.com.

Any replacement or exchange assistance is subject to:

  • Approval of the original return
  • Product availability
  • Applicable shipping conditions

If the requested replacement is unavailable, an eligible refund or store credit may be offered, as applicable.

7. Refunds

Once the returned product reaches us and passes the applicable quality check, the eligible refund will be processed.

Refunds may be issued to the original payment method or as store credit where agreed or available.

For regular customer-choice returns, the applicable ₹99 return pickup fee will be deducted from the eligible refund amount.

There will be no ₹99 deduction for verified wrong, damaged, defective or materially misdescribed products.

After Loreto processes the refund, the time required for the amount to appear in your account depends on your bank, card issuer, payment provider or payment method.

8. How to Request a Return

Eligible return requests can be submitted through your Loreto Customer Account.

  1. Sign in to your Loreto account using the details associated with your order.
  2. Open Orders.
  3. Select the relevant order.
  4. Select Return items or Request return for the eligible item.
  5. Choose the correct reason for your return.
  6. Add any relevant information in the notes section.
  7. Submit your return request.

Once your request is reviewed and approved, return pickup instructions will be provided where reverse pickup is available.

Please keep the product packed and ready for collection.

If you are unable to submit a return request through your account, contact us at support@loretoworld.com and include your order number.

9. Return Pickup

Return pickup is subject to courier serviceability at the original delivery address.

Please ensure that the correct product is handed over to the courier partner.

Loreto may reject or adjust a refund if:

  • A different product is returned
  • The returned item does not match the original order
  • Items or components are missing
  • The product fails the applicable return-condition checks
  • The return request contains materially incorrect information

If reverse pickup is not available at the delivery location, our support team may provide an alternative return method.

10. Return Request Review

Submitting a return request does not automatically mean the return has been approved.

Loreto may review the:

  • Selected return reason
  • Product condition
  • Order details
  • Photographs or supporting information
  • Applicable return fee
  • Eligibility under this policy

For verified wrong, damaged, defective or materially misdescribed items, the ₹99 return pickup fee may be waived during this review.

11. Cancellations

Customer self-service cancellation is currently not available through the Loreto Customer Account.

If you need to request a cancellation before your order has been dispatched, please contact us as soon as possible at support@loretoworld.com.

Cancellation cannot be guaranteed once order processing or shipment has begun.

Once an order has been shipped, cancellation may no longer be possible and the applicable return process will need to be followed after delivery.

12. Refund Processing After Return

Refunds are normally processed only after:

  • The returned product has been received
  • The product has been checked
  • The return has been approved

Any applicable return pickup fee or other agreed adjustment will be reflected in the eligible refundable amount.

The final refund amount may therefore differ from the original item value where an applicable return fee is payable.

13. Customer Support

For assistance with a return, replacement or refund, contact:

Email: support@loretoworld.com

Please include your order number and relevant details so we can assist you faster.

14. Governing Law & Jurisdiction

This policy is governed by the applicable laws of India.

Nothing in this policy is intended to restrict or exclude any statutory rights available to consumers under applicable consumer protection law.

Subject to applicable consumer protection laws and the jurisdiction of competent consumer commissions or courts, disputes relating to orders placed with Loreto will be subject to the appropriate jurisdiction at Ahmedabad, Gujarat.