Returns & Refunds Policy

Last updated: September 15, 2026

This policy explains cancellations, returns and refunds for purchases from Cavora Commerce Inc, trading as Lomera Living.

Our products are dispatched from China. Returns are normally coordinated through an overseas warehouse or logistics partner designated by Lomera Living rather than sent back to China. The available return location depends on the product, customer location and logistics arrangements.

Change-of-mind returns are handled separately from damaged, defective, incomplete or incorrect products. Nothing in this policy limits mandatory consumer rights under applicable law.

1. Change-of-Mind Returns

You may request a change-of-mind return for an eligible product within 14 calendar days after delivery.

Email support@lomeraliving.com within this period, clearly stating that you wish to return the item. Include your order number and the product concerned.

Eligibility depends on the product, its condition and any lawful restrictions disclosed before purchase.

This 14-day period applies to our change-of-mind return policy. It does not limit statutory rights concerning faulty, damaged, incorrectly described or otherwise non-conforming goods.

2. Contact Us Before Sending a Return

Please contact us before arranging return transportation. We will review your request and provide a Return Merchandise Authorisation (RMA) or written instructions identifying the appropriate receiving location.

To help us process your request, please provide:

• Your order number or other proof of purchase.
• The product name and quantity.
• Whether you are requesting a change-of-mind return or reporting a product problem.
• Relevant photographs of the product and packaging, where available.

Where a statutory cancellation right applies, you do not need to give a reason for cancelling. Photographs and an RMA assist with return handling but are not conditions for exercising that right. A clear cancellation notice submitted within the applicable deadline does not depend on our approval.

Sending goods to an unconfirmed address may cause delays, failed receipt or additional transportation costs. Any resulting charge will apply only where lawful, reasonable and attributable to the incorrect return arrangement.

3. Overseas Return Arrangements

We do not publish a universal return address.

Returns are normally directed to an overseas warehouse or logistics partner that we confirm for the particular order. We do not guarantee that a receiving facility is available in every country or near every customer.

Do not send goods to:

• The manufacturer or original supplier.
• The original dispatch address.
• An address printed on the packaging.
• Our registered business address.
• A warehouse or carrier facility that we have not confirmed for your return.

We will confirm the return destination, available transportation arrangements and applicable costs before you book a return through us. Where required by law, the relevant return-cost information will also be provided before purchase.

If a receiving location is temporarily unavailable, we will coordinate an alternative arrangement. This will not be used to extend statutory deadlines or deny an applicable return right.

4. When to Send the Goods Back

For returns under our voluntary change-of-mind policy, please dispatch the goods within 14 calendar days after receiving our written return instructions, unless we agree to another collection or dispatch date.

Where UK or EU statutory withdrawal rights apply, goods generally must be sent back within 14 calendar days after you notify us of cancellation, unless we have offered to collect them. Applicable legal requirements take priority.

Contact us promptly if you are waiting for an address or collection instructions. A delay caused by our failure to provide necessary return information will not be used to deny your statutory rights.

Keep proof of dispatch or collection.

5. Return Condition and Packaging

For a return under our voluntary policy, the product should be unused, uninstalled, complete and free from customer-caused damage.

Please return all supplied parts, accessories, hardware and instructions. Use the original packaging where reasonably possible, or suitable alternative packaging that protects the product during transportation.

Large, heavy or fragile items may require specialist packaging and handling. Contact us if you are unsure how to prepare an item safely.

Where statutory cancellation rights apply, you may handle the goods as reasonably necessary to establish their nature, characteristics and functioning. Opening the packaging does not automatically remove your right to cancel.

Handling beyond what is reasonably necessary, missing components or customer-caused damage may result in a lawful deduction for reduced value. The absence of original packaging does not, by itself, automatically remove statutory rights.

6. Customised and Personalised Products

Products genuinely made to your individual specifications or clearly personalised may be excluded from change-of-mind cancellation and return where applicable law permits.

Before production, the relevant specifications, price, estimated production time and cancellation restrictions will be provided for your confirmation. These may include individually agreed dimensions, materials, upholstery or configurations.

Please review the confirmation carefully and tell us about any discrepancy before approving production.

For products lawfully excluded from change-of-mind cancellation:

• Contact us immediately if you wish to change or cancel the order.
• We will review the request against its actual procurement and production status.
• Cancellation or changes may no longer be available once product-specific commitments or production have begun, subject to the terms disclosed before purchase.
• Any proposed cancellation charge must be lawful, supported by a reasonable basis and explained.

An item is not automatically treated as personalised merely because it is produced or sourced after an order is placed. Selecting an option from a standard range does not, by itself, establish a statutory customisation exception.

Customisation restrictions do not remove rights where goods are faulty, damaged or materially different from the specifications we agreed with you.

7. Other Return Restrictions

Goods that have been used, installed, assembled, altered or returned incomplete may fall outside our voluntary change-of-mind policy.

Other exceptions may apply where legally permitted and disclosed before purchase, including sealed goods that are genuinely unsuitable for return for health or hygiene reasons after their seal has been broken.

These restrictions do not automatically exclude statutory cancellation rights or remedies for defective or non-conforming goods.

Discounted prices or “final sale” descriptions do not override mandatory consumer rights.

8. Change-of-Mind Return Costs

For an eligible change-of-mind return, the customer is responsible for direct return transportation and suitable packaging costs where permitted by law and disclosed before purchase.

Furniture return costs can be substantial. They depend on packaged dimensions, weight, collection location, handling requirements and the designated receiving facility.

Where required, we will provide an estimate of return costs before purchase for goods that cannot normally be returned by post. A later collection quotation does not replace a required pre-purchase disclosure.

If we arrange a paid collection on your behalf, we will explain the charge and obtain your agreement before booking it.

Ordinary storage at our designated warehouse after an accepted return is an internal handling matter. We will not charge ongoing storage fees merely because we choose to keep the returned item there.

9. Original Delivery Charges

Original delivery charges will be treated according to the reason for return and applicable law.

Where statutory cancellation rights require reimbursement of standard outbound delivery charges, we will refund those charges. Any additional amount paid for an optional upgraded service may be excluded where permitted.

For partial returns, the delivery refund will depend on applicable law and the charges attributable to the returned goods.

Outside statutory reimbursement requirements, actual outbound transportation costs may be deducted only where lawful and clearly disclosed before purchase.

We will not introduce an undisclosed outbound shipping charge simply because a product advertised with free delivery is returned.

10. Inspection and Permitted Deductions

Returned goods will be assessed for completeness, condition and any damage.

For returns under our voluntary policy, a reasonable inspection, repackaging or restocking deduction of up to 10% of the returned item’s purchase price may apply only where:

• The charge is permitted by law.
• The relevant condition was disclosed before purchase.
• Additional handling or preparation is genuinely required.
• The amount is reasonable and explained.

This deduction is not automatic.

Where statutory cancellation rights apply, we will not impose a routine administration, inspection or restocking fee simply because you exercised that right. Any deduction must meet the applicable legal requirements, such as a permitted deduction for value lost through handling beyond reasonable inspection.

We will not deduct twice for the same loss or work. No restocking fee applies to a verified damaged, defective, incomplete or incorrect product.

11. Damaged, Defective, Incomplete or Incorrect Products

If your product arrives damaged, has missing parts, develops a fault or differs from what you ordered, contact support@lomeraliving.com as soon as reasonably possible.

Please provide your order details and available photographs or video showing the issue. Images of the complete product, affected area, shipping label and packaging can help us assess the problem.

Keep the product and relevant components while we review the matter. Retain packaging where practical, but missing packaging or a failure to report immediately does not automatically remove mandatory rights.

Stop using a product if it appears unsafe. Do not arrange repairs, dispose of the item or make modifications without first contacting us, except where immediate action is reasonably necessary for safety.

Depending on the issue and applicable law, a solution may include:

• Replacement parts.
• Repair support or an agreed local repair.
• An agreed partial refund.
• Replacement.
• Return and refund.

A full-product return is not necessary for every issue. However, we will respect any remedy or choice of remedy required by applicable law.

For a verified issue for which Lomera Living is responsible, we will arrange or cover reasonable necessary return transportation. Contact us before booking a service so we can coordinate an appropriate method.

12. Delivery Damage and Refused Delivery

Inspect the outer packaging when reasonably possible. If it appears seriously damaged, photograph it and ask the carrier to record the condition.

Minor marks on packaging do not necessarily indicate damage to the product. If there is a reasonable concern about serious product damage, document the condition and contact us promptly.

Refusing delivery does not replace notifying us of a cancellation or product problem.

Reasonable transportation, redelivery or storage charges arising from a customer-caused failed delivery may apply only where lawful, properly disclosed and genuinely incurred. We will take account of valid damage concerns and applicable cancellation rights before assessing any charge.

13. Refunds

Refunds will normally be issued to the original payment method.

For ordinary returns, we aim to process an approved refund within 5–10 business days after the item is received and inspected. Any earlier or different legal deadline takes priority.

Receipt by the warehouse or logistics partner we designated counts as receipt for our return-handling process. A refund will not depend on the item being resold, transferred to another warehouse or returned to China.

Where UK or EU statutory withdrawal rights apply, reimbursement is generally due within 14 calendar days after we are informed of cancellation. Where legally permitted, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first. This exception does not apply where we have offered to collect the goods.

We will explain the refund amount and any lawful deductions. Your bank or payment provider may require additional time to display the refund after it has been issued.

We will not substitute store credit for a required monetary refund unless you expressly agree and applicable law permits it.

14. Cancellations and Orders We Cannot Fulfil

Contact us promptly if you wish to cancel before dispatch.

We will check the order’s status and explain the available options. Production, packaging or carrier processing may prevent practical changes or shipment interception, but does not by itself remove an applicable statutory cancellation right.

Customised products are subject to Section 6.

If we cannot fulfil an order, we will contact you. We will not substitute another product or materially change agreed specifications without your agreement.

If the affected order is cancelled, we will refund the amount due, including applicable delivery charges, through the original payment method within the required timeframe.

Where shipment is delayed, we will provide revised information and obtain any consent to delay required by law, or provide the applicable cancellation and refund option.

15. Exchanges and Statutory Rights

Direct exchanges depend on product availability and delivery arrangements and are not guaranteed. An eligible change-of-mind exchange may be handled as a return followed by a separate order.

Replacements required as a remedy for a defective or incorrect product are handled separately.

Our voluntary return policy and any product-specific commercial warranty operate in addition to mandatory consumer protections. Expiry of a return window or commercial warranty does not automatically end statutory rights.

For Australian consumers, applicable Australian Consumer Law guarantees remain unaffected, including rights relating to major failures and other failures to meet consumer guarantees.

16. Contact Us

Lomera Living
Operated by Cavora Commerce Inc
Email: support@lomeraliving.com

Please include your order number when contacting us about a purchase.

We aim to respond to general enquiries within 2–3 business days. This response target does not extend statutory deadlines or affect a cancellation notice submitted on time.

Please obtain the designated return address and transportation instructions before sending goods back.