Refund policy

We want to ensure that the User is satisfied with their purchasing experience. Therefore, we offer a full refund of the purchase within 14 days, provided that the product has not been worn for longer than necessary to try it on, and has not been scratched, damaged or altered. If we detect any damage or signs of wear, we will not issue a refund and the item cannot be accepted for replacement.

Products must be returned in the same packaging in which they were shipped, together with all related materials, such as the warranty, and with the packaging intact in order to prevent the product from being damaged.

Please note that, under applicable law, Loma will NOT refund or replace any product that is custom-made, specially ordered, modified, made to order or custom-engraved. We will NOT refund any purchase ordered outside the sizes, shapes and colours available in stock. Special orders include any item specifically ordered, any item not available in stock and, finally, any product made for the User based on their own design or on a modification of one of our designs.

At the time of ordering, we will indicate whether the item is available in stock and refundable, or whether it is made to order and therefore cannot be replaced.

If the User decides, and is entitled, to request the replacement of a Product or to exercise the right of withdrawal from the Sales Contract, they must first inform us of their intention by contacting our customer service at loma@orodolomiti.it.

Once we have properly verified the requirements for replacing a Product or exercising the right to cancel the Order, we will inform the User that the return has been accepted and proceed with the replacement of the Product or, in the event of cancellation of the Order, with the refund of the purchase price and any shipping costs incurred by the User for the initial shipment.

The User must send the Products back to us within 14 (fourteen) days from the date on which they communicate their intention to cancel the Order or replace the Product.

If we authorise the return of a product, the return must be carried out strictly using the courier indicated by Loma and carefully following the instructions provided by customer service. A shipping label will be available for download and must be printed and attached to the parcel.

We undertake to initiate the refund procedure within 14 (fourteen) days from the date on which we have verified the User’s right to a refund, in particular after manually checking the condition of the returned Products. Refunds will be paid using the same payment method used to complete the Order.

Any costs related to the return of the Products will be charged to the Customer and deducted from the refund.

If the User has returned the Product(s) without being entitled to cancel the Order or replace a Product, we will not accept the return. If the User authorises us, we will send back the unlawfully returned Product and charge the relevant delivery costs. In the event of multiple returns by the same Customer, we reserve the right not to accept further Orders from them.