Returns and Exchanges
Returns
If the product you have bought does not meet your expectations, you can return the whole order or only part of it and get back the amount you paid.
To make use of a return, you need to notify us of your withdrawal within 30 days of receiving the parcel. Your statutory withdrawal period is 14 days from receipt of the goods (sections 112–113 of the Consumer Rights Act 2022); Lunzo voluntarily extends that period to 30 days.
The right of withdrawal is granted by law to consumers. Beyond what the law requires, we also allow self-employed individuals (sole traders) to withdraw within the same period; legal entities are not entitled to this right.
Returns in brief
How to proceed
Please contact us at info@lunzo.ie and give us your order number and the items you are returning. Then send the goods to the returns address in Spain given below. Should you have any difficulty with this, or be unable to meet the deadline, please contact our customer service – where it is within our power, we will find a solution together so that you get your refund.
Once you have sent the parcel, please send us the proof of dispatch with the tracking number to info@lunzo.ie – this lets us process your return as quickly as possible and refund you without waiting for the parcel to arrive.
The returns address is given below – please send the goods only to that address.
Sample withdrawal form
Use of the form is entirely voluntary and is not a condition for exercising your rights.
To: LUNZO s.r.o., Politických vězňů 912/10, Nové Město, 110 00 Praha 1, Czechia, info@lunzo.ie
I hereby give notice that I withdraw from the contract for the following goods:
For the date, give either the date of the order or the date on which you received the goods – delete as appropriate. A signature is required only where the form is sent in paper form.
Where are the goods returned?
Goods purchased on Lunzo.ie are returned to this address:
Returns address
QX-BOX AEMALL RETURN
Rotonda Rene Descartes, Parcela 101 – Nave 3
28070 Alcala de Henares, Madrid
Spain
Additional information
You may unpack the goods and try them to the extent necessary to establish their nature, characteristics and functioning – just as you would in a shop. You can also return goods that have been used or unpacked, or that no longer have their original packaging or tags. If the value of the goods has been diminished by handling beyond what was necessary to try them (for example visible signs of use or missing parts), we may deduct an amount corresponding to that diminished value from your refund (section 118(6)(b) of the Consumer Rights Act 2022). We will always tell you about any deduction and the reason for it before we process your refund.
The parcel should be packed so that neither the product nor the branded packaging is damaged in transit. We will gladly help you with any questions about packing or shipping at info@lunzo.ie.
Return shipping costs to Spain are paid by the customer unless the item is faulty or damaged. It is an international parcel, so the postage is usually higher than for a parcel sent within Ireland. If you return the whole order, you will receive the original delivery costs back in addition to the purchase price.
Under the Consumer Rights Act 2022 you may 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 – none of this is affected by the return policy above. Have you found that your order arrived damaged, or that a fault has appeared? Write to us as soon as possible at info@lunzo.ie. The full procedure, all the available remedies and information about the refund of return postage can be found in Faulty Goods.
Getting your money back
✓ We will refund you no later than 14 days after we receive your notice of withdrawal (we may withhold the refund until the returned goods have been received or until you provide proof that you have sent the goods back, whichever occurs first).
✓ Refunds are always made using the same payment method you used for the purchase.
✓ It usually takes 2–10 working days for the amount to be credited, depending on your payment method.
Exchanges
Exchange for a different size, colour or variant
We offer exchanges beyond what the law requires. Write to us within 30 days of receiving your parcel at info@lunzo.ie, giving your order number and the variant you are interested in – we usually reply within 24 hours.
If the variant you want is available, we will send you instructions for the exchange, including the address to which you should send the original item. You pay the cost of sending it back; the new variant will be sent to you at no further charge. The delivery time for the new variant is the same as for an ordinary order.
If the variant is not available, we will let you know and send you instructions on how to return the goods. Once they have been returned, we will refund the amount you paid using the same payment method you used for the purchase.