Legal

Returns & Refunds Policy

Last Updated: September 4, 2026

1. Scope

This Returns & Refunds Policy governs all purchases made through the LORA online store (lora.style), operated by Al Majal Al Wahid Company (Riyadh, Saudi Arabia). It is published ahead of our commercial launch in line with the pre-purchase disclosure obligations of the Saudi Arabian E-Commerce Law (Royal Decree No. M/126) and its Implementing Regulation issued by the Ministry of Commerce, which require every online store to make a clear, written return, exchange, and refund policy available to consumers before an order is completed.

2. Your Right to Return — 14-Day Window

Every consumer purchasing from LORA is guaranteed the statutory seven (7) calendar day right of withdrawal under the Saudi E-Commerce Law. LORA extends this further: you may return an eligible item within 14 calendar days of the date of delivery, for any reason, for a full refund or exchange, provided the item meets the conditions in Section 3.

3. Eligibility Conditions

To qualify for a return, an item must be:

• Unused, unworn, and unwashed, with no signs of wear.
• In its original condition with all tags, labels, and hygiene seals intact and attached.
• Returned in its original packaging where possible.
• Accompanied by proof of purchase (order number, invoice, or confirmation email).

4. Non-Returnable Items

In line with the exceptions to the right of withdrawal recognized under the E-Commerce Law and standard hygiene practice for apparel, the following cannot be returned or exchanged:

• Earrings and other pierced-jewelry items, for health and hygiene reasons.
• Swimwear, bodysuits, and intimate apparel once the hygiene liner or seal has been removed.
• Items made, tailored, or personalized to a consumer’s own specification (custom sizing, monogramming, alterations).
• Gift cards and store credit.
• Items expressly marked “Final Sale” at the time of purchase.

5. How to Start a Return

1. Contact us at support@lora.style or through your LORA account within 14 days of delivery, quoting your order number.
2. We will confirm eligibility and provide a return authorization and, where applicable, arrange courier pickup or provide a drop-off location.
3. Pack the item securely with all original tags and packaging included.

6. Exchanges

Size or colour exchanges are offered subject to stock availability within the same 14-day window. If the item you want is unavailable, we will process a full refund instead. An exchange request follows the same steps as Section 5.

7. Refunds — Method and Timeline

• Refunds are issued to your original method of payment. For Cash on Delivery (COD) orders, refunds are made by bank transfer to an account you provide (IBAN required).
• A refund covers the price paid for the item, including any VAT charged on it. Original delivery fees are refunded only where the return is due to our error (Section 9).
• Refunds are processed within 14 business days of the returned item reaching our facility and passing inspection, and you will receive an email confirmation once issued. Your bank or payment provider may take additional time to reflect the funds.

8. Return Shipping Costs

For change-of-mind returns under Section 2, return shipping is at the customer’s cost and may be deducted from the refund or charged at drop-off. For items that are defective, damaged, or incorrect (Section 9), LORA covers the full cost of return shipping and arranges collection at no charge to you.

9. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, contact support@lora.style within 48 hours of delivery with your order number and photos of the item. We will arrange a free replacement or a full refund, including original delivery charges, at no cost to you.

10. Late or Non-Delivery

If your order has not been delivered within 15 days of order confirmation, you are entitled under the Saudi E-Commerce Law to cancel the order and receive a full refund. Contact support@lora.style and we will process this without requiring the item to be returned.

11. Governing Law & Consumer Complaints

This Policy is governed by the laws of the Kingdom of Saudi Arabia, including the E-Commerce Law and its Implementing Regulation. LORA is committed to registration and verification under the Ministry of Commerce’s Maroof program for online stores. If a return or refund issue is not resolved to your satisfaction, you may escalate it to the Ministry of Commerce’s unified contact center (1900) or its e-services portal, in addition to any rights you have to pursue the matter before the courts of Riyadh.

Contact