Our policy lasts 30 days. Item (s) must be returned within 30 days of receiving your order. Should 30 days have gone by since the receipt of goods, we unfortunately can’t offer you an exchange/refund.
EXCHANGE / REFUND
Good sold are non-refundable. However, we understand selecting the right size online can be a difficult one. If you placed an order and is not satisfied with the item(s), we offer an exchange to another size or item.
Exchange to lower value item – NO refunds or reimbursements will be made.
Exchange to higher value item – A top up is required.
Size exchange is subjected tostock availability. If it is out of stock, we will refund you in 7 – 14 working days.
Only item(s) which meets the following criteria will be eligible for a refund/exchange:
Item(s) in original packaging with labels and tags.
Item(s) must be unworn, unwashed (e.g. no distinct odors, blemishes, signs of wear, damaged or altered in any ways.)
Refund or exchange is not allowed for accessories, item(s) on discount, final sales and/or items stated as non-returnable items. For example, end of season, launch promo codes, festive sale and other special sale.
**Do note that lornajanemy has the following rights to deny the refund if refund/exchange conditions above are not met.
Refund or exchange can only be made one time per purchases. This means that any order which are fully refunded or exchanged cannot be processed the second time with return. Proof of purchase is required prior to return.
RETURN
To initiate an exchange/return, you are required to write in your request at support@believeactive.com. If your return request is accepted, we will provide you instruction on how and where to send the package. Item(s) sent back to us without first requesting a return will not be accepted.
SHIPPING FEE
The original shipping cost will not be refunded for returned item(s).
The exchange or refund shipping fee for return item(s) are not covered or reimbursed by lornajanemy. The item(s) will be the customer’s full responsibility until it reaches lornajanemy. Lornajanemy will not be liable for the item(s) lost or damaged during the return process. Thus, for your own protection, we recommend to use a post service with tracking number. Please keep the tracking code with you in case we shall need them for reference.
STEPS TO RETURN
Please send us an email at support@believeactive.com within 30 days of receiving the item(s). Kindly provide us with the following details:
Your full name:
Contact Details:
Order Number (found on your order confirmation or invoice):
Details of preferred replacement item/s (item name, colour and size)
Reason for returns
Once return request is approved, we will process your return. Once your return is received, it will be heavily inspected. We will notify you of the approval or rejection of your refund/exchange. Please allow up about 2-3 business days for processing. All return which do not meet the above-mentioned criteria will be strictly declined or forfeited, no refund or exchange will be given.
FAULTY/INCORRECT ITEM(S)
We work hard to ensure all items sold are of the highest quality. If you have a concern with a faulty or incorrect item, please email us at support@believeactive.com within 3 days of receiving the item with a description and images of the faulty/incorrect item(s), so that we can evaluate the issue and make it right.
