Returns
If the purchased product does not meet your expectations, you have the option to return the entire order or only part of it and receive a refund of the amount paid.
To be eligible for a return, it must be reported within 14 days of receipt of the parcel.
If your order contains items from multiple sellers, you must follow the instructions of each seller separately.
How to proceed:
Please contact us at info@lunzo.ie – we will provide you with detailed instructions on how to return the goods to the relevant seller. It is always necessary to follow the seller’s instructions and the deadline for submitting the tracking number of the return shipment. Otherwise, the right to a refund will lapse.Important notice: Always send the goods directly to the seller. Do not send parcels to the Lunzo headquarters – we do not accept responsibility for returns sent in this way.
Return Restrictions
The same restrictions apply to returns as to the right of withdrawal. This means that the following items cannot be returned:
- products made to order or customised according to individual requirements,
- goods that deteriorate rapidly (e.g. fresh fruit, cut flowers),
- products which, for hygiene or health reasons, can only be returned if unopened (e.g. cosmetics, underwear, piercing jewellery),
- unsealed audio or video recordings, computer software, digital codes, and game accounts,
- printed matter such as newspapers, journals, or magazines.
Additional information:
To be accepted, returned goods must be in perfect, resaleable condition – unused, unworn, with original tags attached, and in the original packaging.The parcel should be packed in such a way that neither the product nor the branded packaging is damaged during transport. Otherwise, neither Lunzo nor our partners accept responsibility for damage incurred in transit.
The cost of return shipping is borne by the customer unless the item is defective or damaged. If you return all items from one seller, you will receive a refund of the purchase price as well as the original delivery costs. If you selected an express delivery service, only the amount corresponding to standard delivery will be refunded.
Have you purchased from multiple sellers? In that case, returned parcels must be sent to each seller separately.
We strongly recommend using a tracked shipping service (and insuring the parcel according to the value of the goods where appropriate) and always keeping proof of postage. Unfortunately, lost parcels sent without tracking are not covered.
If you are sending a parcel from abroad, remember to mark it as “RETURN” to avoid additional customs charges for the seller.
If the returned shipment does not meet the return conditions, it may be refused and sent back to the customer, or the refund may be reduced.
If an order is returned that does not meet these conditions, the return may be rejected and the goods sent back to you, or you may be offered a reduced refund.
Claims for damaged or defective goods
Have you found that your order arrived damaged or that the product is defective? Please contact us as soon as possible at info@lunzo.ie.
Most sellers require a photo or video as evidence to process such cases. Based on this, they may offer one of the following solutions:
- a replacement with a new item,
- a partial refund if you choose to keep the product despite a minor defect,
- cancellation of the order and a full refund of the purchase price (the goods must be returned).
Some sellers provide a free return label, while others even arrange collection from your address. If these options are not available, the seller will reimburse reasonable return shipping costs – however, proof of postage must be provided.
Refusal of delivery
If you refuse to accept delivery even though the parcel is not visibly damaged or defective, the seller may deduct the incurred costs from the amount refunded to you.
The same applies in cases where shipment tracking shows that a delivery attempt was made, the parcel was left at the post office for collection, but was not collected and was subsequently returned to the sender.
Refunds
- Your money will be refunded no later than 14 days from the moment the seller receives the returned goods.
- Refunds are always made using the same payment method that was used for the purchase.
- It usually takes 2–10 working days for the amount to be credited to your account, depending on your payment method.
Exchanges
In some cases, it is possible to exchange goods. If you are interested in an exchange (e.g. for a different size), please contact us at info@lunzo.ie. If an exchange is possible, we will send you instructions on how to proceed.