REFUND & RETURNS POLICY
Because Lormeza provides digital products and recharge-related services rather than physical goods, our refund process differs from traditional retail returns. This policy explains when an order may be cancelled, refunded or reviewed for service issues.
1. Digital Products Cannot Be Physically Returned
Products available through Lormeza are primarily digital products, gift card or voucher-related services, recharge services, software-related products and other electronically delivered services. These products are not shipped as physical goods and therefore cannot be returned by mail or sent back after delivery. Refund eligibility is determined by the processing and delivery status of the order rather than by a physical return.
2. Cancellation Before Processing
If an order has not yet entered processing, fulfillment or delivery, you may contact us to request cancellation. We will review the current status of the order and, where cancellation is still technically possible, we may cancel the order and issue a refund to the original payment method. Cancellation cannot be guaranteed once processing has started.
3. Completed or Delivered Digital Orders
Once a digital product, code, voucher, recharge value or other digital service has been successfully delivered, activated, redeemed or applied to the destination account provided by the customer, the order is generally considered completed and is normally non-refundable. This is because digital products may be immediately usable and cannot be recovered in the same way as physical merchandise.
4. Failed or Undelivered Orders
If an order fails to process, is not delivered, or cannot be completed due to a technical or service-related issue, please contact our support team. We will review the transaction and delivery records. Depending on the circumstances, we may attempt to complete the order again, provide an appropriate replacement, or issue a refund for the affected amount.
5. Incorrect Product, Region or Account Information
Customers are responsible for reviewing the product description, denomination, currency, supported region, account requirements and other relevant information before placing an order. Refunds may not be available when a correctly delivered product cannot be used because the customer selected the wrong product, entered incorrect account information, selected an unsupported region or purchased a product that is incompatible with the intended account or service.
6. Duplicate Payments and Billing Errors
If you believe you were charged more than once for the same order, charged an incorrect amount or experienced another billing error, contact us with the relevant order and transaction information. We will review our payment records and, where a duplicate or incorrect charge is confirmed, the eligible amount will be refunded or otherwise corrected.
7. Refund Review and Processing Time
Approved refunds are returned to the original payment method whenever possible. After a refund is issued by us, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account. Processing times vary by payment provider and financial institution. We may request order details or other reasonable information before completing a refund review.
8. How to Request Support or a Refund
To request assistance, cancellation or a refund review, contact us at [email protected] or through our Contact Us page. Please provide your order number, the email address used for the purchase and a clear description of the issue. We recommend contacting our support team before initiating a payment dispute so that we have an opportunity to investigate and resolve eligible order or delivery issues directly.