Faulty Goods
Did the goods arrive damaged, do they not work, are they incomplete, or did you receive something other than what you ordered? Write to us – Lunzo is your single point of contact for faulty goods. We will take on your case, assess it and take care of the outcome, including any refund.
Under the Consumer Rights Act 2022 you can reject a faulty product and ask for a full refund within 30 days of delivery; for the first 12 months a fault is presumed to have been present on delivery, and you can claim a remedy from us for up to six years from delivery. Your rights in respect of faults are not affected by anything on this page.
Faulty goods in brief
When goods are faulty
On delivery, the goods must have the characteristics stated in the offer (description, specifications, photographs), be fit for the purposes for which goods of the same type are normally used and match what you can reasonably expect – including in terms of quality, functionality, durability and safety. They must also arrive in the quantity ordered, with their accessories and instructions for use. Goods are also faulty if the offer promises a characteristic that they do not actually have.
What you can claim for
How to make a claim
Please do not send the goods back until you have received instructions from us. We will give you the address to send them to, if needed, in the claim instructions. Sending them without instructions will delay the settlement of your claim.
What remedies you can ask for
You choose how your claim is resolved:
- a repair or a replacement with a new item without faults, free of charge and within a reasonable time. If the remedy you choose is impossible or would cost disproportionately more than the other, we will resolve the claim with the other one;
- a reasonable price reduction or a refund of the full purchase price (final right to reject) – if the fault cannot be fixed, if we do not fix it within a reasonable time or without significant inconvenience to you, if the fault reappears or if it is serious. The price reduction reflects the loss of value caused by the fault. You cannot end the contract if the fault is only minor;
- within the first 30 days from delivery you can also reject a faulty product and ask for a full refund straight away (short-term right to reject), without having to accept a repair or replacement first.
If goods other than those you ordered have arrived, or something is missing from the parcel, you have a choice: we will send you the correct or the missing goods, or we will refund you.
Reimbursement of costs
You are entitled to reimbursement of the reasonable costs you incur in connection with your claim – typically postage, if we ask you to send the goods back. Just send us proof of payment. When returning goods, we recommend using a tracked service and keeping your proof of postage.
✓ Your rights in respect of faulty goods come from the law (the Consumer Rights Act 2022) and cannot be limited. They do not cover normal wear and tear or damage caused by incorrect use.
✓ The six-year period is the time within which you can bring a claim – it is not a guarantee that every product will last six years. What matters is whether the goods keep working through normal use for as long as is normal for goods of that type and as you could reasonably expect, having regard to their nature and to any reasonable maintenance they need (sections 18(1)(d) and 18(2) of the Consumer Rights Act 2022).
✓ Lunzo is an online marketplace and the seller is the seller shown on the product page under ‘Sold and shipped by’ – click on it to see the seller’s full details in the ‘About the seller’ panel. You do not have to deal with them, however – we are your single point of contact, we contact the seller, and we take care of the outcome including any refund.
✓ The periods given above apply to consumers. Where you buy in the course of a business, the consumer protections of the Consumer Rights Act 2022 do not apply; the fault has to be raised with us without undue delay after you discover it, and any contractual claim is subject to the general six-year limitation period. We will help you with your claim in any event.
✓ If you are not satisfied with how your claim has been handled, you can turn to the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Praha 2, Czechia, which is the body for the out-of-court settlement of consumer disputes for Lunzo (coi.gov.cz/en/information-about-adr). In Ireland, the consumer protection authority is the Competition and Consumer Protection Commission (CCPC), Bloom House, Railway Street, Dublin 1, D01 C576, and free help with a cross-border dispute is available from the European Consumer Centre Ireland.
If the goods are in order and simply do not suit you, this is not a fault claim – you can return them within 30 days of receipt without giving any reason. You will find the procedure in Returns and Exchanges and in Right of Withdrawal.