CLAIMS AND RETURNS POLICY - B2B

1. Disconformity with products delivered
If at the moment of delivery the goods present any kind of visible damage, please reject the shipment or leave record in the delivery note of the transport company driver stating "damaged package, open package, etc.".
Once the order is received in your warehouse, you have 7 working days to review the products, quantities and references received, and inform Lorena Canals about any disconformity in relation with the invoice or delivery note. Past this time frame, Lorena Canals is not liable for any disconformities.

2. Returns
Lorena Canals can only accept the return of an item if it presents any damage or quality nonconformity, subject to review and approval of the complaint.
If an item needs to be returned to Lorena Canals, the Lorena Canals Logistics Department will handle the pick up at the agreed location.

3. Handling of quality complaints
Claims received by an end customer must be handled between the Store and the Lorena Canals Customer Service Department and not directly with the end customer. Solutions to such claims must firstly be agreed between the retailer and the Lorena Canals Customer Service Department. If a solution is provided to an end customer that the Lorena Canals Customer Service has not agreed to, Lorena Canals is not responsible for fulfilling it.
To inform us about a claim, please contact the Customer Service Department by sending the Incident Sheet and, if applicable, pictures of the damage plus the white label of the product (with the bar code) to the following address:

Customer Service Department
help@lorenacanals.com
Phone: +16096430188

The product label is the guarantee certificate of the product. Without a picture of this label, no claims will be processed.
The Department will review the details of your Incident Sheet and contact you during the next 5 working days with an answer to your claim.
If needed, the collection of the damaged item will be arranged by the Logistics Department of Lorena Canals. Once the product is received and verified by the warehouse staff, Lorena Canals will proceed with the refund of the product cost or the shipment of the product replacement within the next 10 working days.

Don't see the value

Don't see how this can cost $179 for the size. I guess because it's non toxic? It smelled like warehouse when I received it for 2 weeks

WASHABLE RUG DOGS

Floor cushion Sunflower

Dogs

Alfombra original, de buena calidad y un plus único, lavable!

STONEWASHED RECTANGULAR CUSHION NEW GREY

Comodíssim i molt pràctic. Bona qualitat

WASHABLE RUG PINE FOREST

Gorgeous piece!

I bought this carpet as a gift for my friend who had just moved into her new apartment. She loves it! The colour is very soft and fits her interior perfectly. And the quality is superb.

Love these balls!

I just love these balls for the drier! I use them not only to dry the carpets from Lorena Canals, but also when I need to dry pillows or duvets. Effective, eco-friendly and great value for money.

Washing rugs made easy and eco-friendly.

I have 3 carpets from Lorena Canals and having these special washing stripes is really helpful. They work well and they are eco-friendly. 100% satisfied and recommend to everyone.

WASHABLE PLAYMAT WATER LILY VINTAGE NUDE

Great rug!

I was a little thrown off by the main color- in the pictures it appears light green but in reality it’s a beige/off white. But overall the rug is very soft and great quality and looks great in the nursery. I would purchase from here again

PUFF VICHY BLUE SAGE

Muy bonita!

Soft cozy quality

Bonito y práctico

Se trata de una cesta preciosa, de muy buena calidad y muy práctica para diferentes usos.

Disappointing – sheds constantly

I’m really disappointed with this rug deapite of the very nice look! It sheds every single day, even after vacuuming and washing it several times. My 6-month-old baby ends up covered in fluff after just one crawling session. Definitely not suitable for small children.

WASHABLE RUG MINI MONSTERA OLIVE

Itchy

The color and pattern are lovely, but the wool itself was rough and itchy. Glad I tried the sample before buying. Might try one of the cotton styles instead.

Well worth the wait!

The rug is beautiful, we got it for our nursery and it instantly made the room look cozy and warm. I love the quality, it is so clear care is taken when making these. We already want more for the rest of our house!

Alfombra finita

La alfombra es bonita pero es menos espesa de lo que esperaba, al lavarla pierde lo mullidito y el color es más apagado de lo esperado

Round all-cotton washable rug with pup breed faces

Lovely and precious rug that makes me smile every day.

BASKET TWIN VINTAGE BLUE

Como esperado

alfombra de calidad de acuerdo con lo esperado. Al ser personalizada tarda bastante en llegar, pero mereció la pena.

Ideal

Al estar hecha a medida resulta ideal por textura, color y colocación. Un sobresaliente en todo 👍

WASHABLE RUG DOGS