Returns, exchanges and complaints

We want you to feel confident about your purchase from Don Lorino. Here you'll find information on how to cancel a purchase, return or exchange an item and make a complaint about a defective product. The full rules can be found in our terms and conditions.

Contact us

If you have any questions, you're very welcome to contact us by email or chat.

Email: info@donlorino.com
Customer service hours: weekdays 08:00–17:00 (CET)

Alexandra Lundegård AB (Don Lorino)
Company registration number: 559264-0311
Håven 1
193 41 Sigtuna
Sweden

Right of withdrawal

As a consumer, you normally have a 14-day right of withdrawal when you buy at a distance. The withdrawal period starts on the day after you, or someone you have designated, receive the item. If an order is delivered in several parts, the period normally starts when you have received the last part.

To exercise your right of withdrawal, you need to notify us within 14 days of receiving the item. You can do this via our electronic withdrawal function or by sending a clear statement to info@donlorino.com. Please include your order number and which items you wish to return.

Start a return

Once you have notified us that you wish to cancel the purchase, you have a further 14 days to send the item back. Please wait for our return instructions before sending the parcel.

The statutory right of withdrawal applies to consumers. Business purchases are not automatically covered by the statutory right of withdrawal.

How to make a return

1. Register the return via our withdrawal/returns function or contact us at info@donlorino.com.
2. Wait for our return instructions and the return label from PostNord.
3. Pack the item carefully, preferably in the same packaging it was delivered in.
4. Drop off the parcel at a PostNord service point and keep the proof of postage until the return has been processed.

When you use Don Lorino's PostNord return label, return shipping costs SEK 99. The amount is deducted from your refund and covers part of our return shipping costs. This return fee does not apply to an approved complaint.

Returns must not be sent cash on delivery or with charges payable by the recipient.

Condition of the product when returned

You have the right to examine the item in the same way as you could in a physical shop. Please handle it carefully and only to the extent necessary to establish its nature, characteristics and functioning.

The product must be returned well packed. Include the accompanying packaging, labels, product tags, protective plastic and other parts if these came with the delivery.

If you have handled the item more than necessary and this has reduced its value, Don Lorino is entitled to make a deduction corresponding to the actual reduction in value. The assessment is made individually after we have received and inspected the item. In some cases the deduction may correspond to the item's full value if it no longer has any sales value.

Exceptions to the right of withdrawal

The right of withdrawal does not always apply. It does not apply to an item that has been made to your specifications or has been clearly personalised, for example:

• personally engraved products, such as ID tags, and
• posters and canvases from Pawtraits, which are printed with your own portrait.

Nor does the right of withdrawal apply to digital portrait files from Pawtraits, because at the time of purchase you expressly consent to delivery beginning immediately and acknowledge that you thereby have no right of withdrawal. We confirm this in the order confirmation.

The fact that an item is ordered in or sold as a pre-order does not in itself mean that the right of withdrawal is lost. The exception only applies when the conditions of the law are met. The exceptions do not affect your right to make a complaint about a defective item.

Exchanges

If you'd like to exchange the size, colour or model, first register a return according to the instructions above and then place a new order. This lets us handle your case faster and you can see straight away whether the new item is available.

Personalised items, such as engraved ID tags and portraits from Pawtraits, cannot be exchanged.

Refunds

For a valid cancellation, we refund the amount due no later than 14 days from the day we received your notice that you wish to cancel the purchase. We are entitled to withhold the refund until we have received the item back or until you have shown that it has been sent back.

The refund is made using the same payment method as was used for the purchase, unless we expressly agree otherwise. You will not be charged any extra fee for the refund itself.

If you cancel the entire purchase, the cost of the standard delivery offered at the time of purchase is also refunded. Any additional cost for a more expensive delivery option is not refunded. The return fee of SEK 99 is deducted from the refund when Don Lorino's return label is used.

Uncollected parcels

Not collecting a parcel does not count as exercising your right of withdrawal. If you wish to cancel the purchase, you need to notify us clearly within the withdrawal period.

For parcels that are not collected, Don Lorino may charge a fee corresponding to our actual and reasonable costs for, for example, shipping, return transport and handling. The fee does not exceed our actual costs.

If you would like an uncollected parcel to be sent again, please contact us at info@donlorino.com. You may need to pay the new shipping cost before the parcel is sent again.

Complaints

If an item is defective, as a consumer you have the right to make a complaint for up to three years from receiving it. You need to make your complaint within a reasonable time after you noticed or ought to have noticed the defect. A complaint made within two months of discovering the defect is always considered to have been made in time.

Contact info@donlorino.com stating your order number, describing the defect and, ideally, attaching clear photos or a short video. Do not send the product back until you have received instructions from us.

For an approved complaint, Don Lorino pays the necessary return shipping costs. Depending on the circumstances, the defect may be remedied by, for example, repair, replacement, a price reduction or a refund in accordance with the Swedish Consumer Sales Act.

Complaints about portraits from Pawtraits

A portrait is assessed against the preview you approved when you bought it. Changing your mind about the style, subject or format, or the result not being what you had imagined, does not count as a defect if the portrait matches the preview.

Digital file: If the file cannot be opened, is corrupted, has a lower resolution than stated, is not delivered or does not match the preview, we will first deliver a correct file. If this is not possible within a reasonable time, or if the defect is serious, you are entitled to a price reduction or to cancel the purchase and get your money back.

Poster and canvas: If the portrait has a printing or production defect, has been damaged in transit or if you have received the wrong subject or format, the following applies:

1. In the first instance, we replace the portrait with a new, correct print with the right subject and dimensions, at no cost to you.
2. If a new print cannot be delivered within a reasonable time, or if the new print is also defective, we offer a price reduction.
3. Alternatively, you have the right to cancel the purchase and get your money back, if the defect is not minor.

Send photos of the defect and, in the case of transport damage, of the packaging. You normally do not need to send back a defective poster or canvas. We will let you know if we need it returned, and we will then cover the cost.

We keep the AI-generated portrait images for 30 days and never store your original photo. If you make a complaint after the portrait file has been deleted, we will ask you to send your digital file if you have one, or upload the original photo again so that we can create a new portrait in the same style. Read more in the terms and conditions, section 14.

Return address

Alexandra Lundegård AB (Don Lorino)
Håven 1
193 41 Sigtuna
Sweden

Please note: always register the return and wait for our instructions before sending the parcel. Portraits from Pawtraits should not be sent to the return address unless we have asked you to.

Disputes

If we cannot reach an agreement, as a consumer you can contact the Swedish National Board for Consumer Disputes (ARN), www.arn.se. Don Lorino takes part in the dispute resolution procedure and follows ARN's recommendations.

Last updated: 26 September 2026.