Lorenzo offers high level of service to its customers. The objective of this policy is to establish a system whereby the Lorenzo compensates the customer for missing, lost or damaged items attributed to bad handling without prejudice to any right Lorenzo will have in defending its position before any court of law and/or arbitration. The policy does not cover and is not applicable in respect of claims made by customers on account of opportunity losses or damages or claims pertaining to reputation loss.
Lorenzo Group will compensate the customer for the value of the items according to the invoice, discounting the following amounts as maximum wear values referring to the date of the invoice.
- Less than one year → 20% of invoice value
- From a year and a day to two years → 40% of invoice value
- From two years and a day to three years → 70% of invoice value
- More than three years and less than five → 75% of invoice value
In the event that we accept liability for any missing or damaged item(s) whilst such item(s) was/were under our possession and control, you hereby irrevocably agree that our aggregate liability in respect of any claim arising out of or in connection with such item(s) shall NOT exceed an amount which is:
- 5 times the amount charged for our services; or
- 80% of the total receipt value
Whichever is lower.
Once the compensation process has begun, the customer has 10 working days to send Lorenzo all the documentation deemed appropriate and facilitate the valuation process of the items in order to be able to offer an amount that is as close as possible to the current value of the item.
By default, the compensation will be equal to the amount agreed between Lorenzo and the customer. Designer or haute couture items will be subject to expert evaluation.
Once the amount to be compensated has been determined, the customer will be sent an acceptance document. They will have 15 days to accept or reject this amount and that way, Lorenzo shall proceed to make the payment within 30 Days.
Customer claims based on requests for compensation for the loss or damage of a garment subject to cleaning may be resolved with Lorenzo’s insurance.