Refund policy

You have 30 days from the day your order is delivered to return any unused, unassembled Loravella shed in its original packaging for a full refund. There is no restocking fee. We also accept exchanges within the same 30 days. Refunds are issued within 5 days (Monday to Friday) of us receiving and inspecting your return, to the original payment method. This voluntary 30-day policy sits on top of your statutory 14-day right to cancel, which is set out in section 1.

1) Your right to cancel (Consumer Contracts Regulations 2013)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party you nominate, other than the carrier) acquire physical possession of the goods.

To exercise the right to cancel, you must inform us (MATIRSHOP LLC, trading as Loravella, 24 The Pasture, Pound Hill, Crawley RH10 7AP, United Kingdom, e-mail info@loravella.com, phone +44 7882 776427) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient to send your communication before the cancellation period has expired.

Effects of cancellation: we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and not later than 14 days after the day we are informed of your decision to cancel. We will make the reimbursement using the same means of payment as you used (Visa, Mastercard, American Express, Apple Pay or Google Pay) and you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest. You must send back the goods without undue delay and in any event not later than 14 days from the day you communicate your cancellation. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Your right to cancel is unconditional - it does not require our approval, original packaging or attached labels.

Model cancellation form

To: MATIRSHOP LLC (Loravella), 24 The Pasture, Pound Hill, Crawley RH10 7AP, United Kingdom, info@loravella.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*]/received on [*]: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________

[*] Delete as appropriate.

2) Our voluntary 30-day returns policy

Because we would rather you bought with confidence, Loravella gives you 30 days from delivery - more than double the statutory period - to return any unused item for a full refund or an exchange. The conditions in sections 3 to 10 apply only to this voluntary 30-day returns policy - your statutory rights are not affected.

3) What can be returned under the 30-day policy

Any shed that is unused, unassembled, undamaged and complete - every panel, roof section, door, floor kit, fixing and instruction sheet - in its original packaging. A shed that has been assembled, anchored to a base, painted, treated, drilled or cut cannot be refunded under the voluntary policy, because it can no longer be resold as new.

This restriction applies only to the voluntary 30-day policy and does not limit your statutory rights.

4) How to return an item

E-mail info@loravella.com within 30 days of delivery with your order number and the name of the shed.
We reply within 24 hours with the return address and simple instructions. Please wait for that e-mail - returns sent without notifying us can take much longer to process.
Re-pack every panel and fixing in the original cartons, secured so nothing can move in transit.
Send it with a tracked service and keep the proof of postage until your refund lands.

5) Who pays return postage

Change of mind: you pay the return postage. We do not deduct anything else - there is no restocking fee.
Faulty, damaged or wrong item: we pay. Send us a photo first and we will cover the return postage and refund it with your order, or send a prepaid label.

6) Exchanges

We accept exchanges for a different size, colour or model within the same 30-day window, subject to availability. E-mail us and we will reserve the replacement while your return is in transit, so you are not waiting twice. If the new shed costs more, we send a payment link for the difference; if it costs less, we refund the difference to your original payment method. There is no fee for an exchange.

7) When and how you get your money back

We inspect every return on arrival and refund within 5 days (Monday to Friday) of receiving it. Refunds always go back to the original payment method - we cannot refund to a different card or account. Your bank or card issuer then needs a further 3 - 5 days (Monday to Friday) to show the money on your statement. Original shipping was free, so there is nothing to deduct: you get the full item price back.

8) Cancelling an order before it ships

E-mail info@loravella.com as soon as possible with your order number. If the parcel has not yet been handed to Royal Mail we cancel it and refund you in full straight away. If it has already gone, use your 14-day right to cancel or the 30-day return window above.

9) Faulty items and your statutory rights (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty you have a 30-day short-term right to reject them for a full refund, and thereafter the right to a repair or replacement. Nothing in this policy affects these statutory rights.

If a panel arrives cracked, a part is missing, or a door, hinge or lock fails through no fault of your own, e-mail us with your order number and a photo. We will send the replacement part, replace the shed or refund it, and we pay the postage both ways. Damage caused by incorrect assembly, an uneven or unsuitable base, missing anchoring in high winds, or modifications by a third party is not a manufacturing defect.

10) Refunds we cannot issue under the voluntary policy

We cannot refund under the 30-day voluntary policy items returned after the 30-day window, items returned without contacting us first and which we therefore cannot identify, or sheds that come back assembled, incomplete or damaged. If a return does not qualify we will e-mail you, explain why, and send it back to you at our cost rather than simply keeping it. This does not affect your statutory rights.