Refund policy

Effective Date: 27 May 2025
Applicable to: All purchases made via https://www.lenzano.com
Operated by: Lenzano UG (haftungsbeschränkt), Rotberger Straße 3b, 12529 Schönefeld b. Berlin, Germany
Register Court: Amtsgericht Cottbus, HRB 19561
Contact: info@lenzano.com

1. Scope

This Return & Refund Policy governs all return and refund requests for purchases made through Lenzano.com. By placing an order, you acknowledge and agree to the terms set out herein. This Policy does not affect any statutory rights you may have under applicable law.

2. Statutory Right of Withdrawal – EU / EEA Consumers

In accordance with Directive 2011/83/EU on consumer rights, as implemented in German law under §§ 312g, 355 ff. BGB (Bürgerliches Gesetzbuch), consumers resident in the European Union or European Economic Area have the right to withdraw from their purchase contract within 14 calendar days without providing any reason.

The withdrawal period commences on the day following receipt of the goods.

To exercise your right of withdrawal, you must notify us in writing prior to the expiry of the 14-day period:

Lenzano UG (haftungsbeschränkt)
Rotberger Straße 3b, 12529 Schönefeld b. Berlin
Email: info@lenzano.com

Following notification, you are required to return the goods within a further 14 calendar days. Return shipping costs are borne by the buyer. We strongly recommend using a trackable and insured shipping method, as Lenzano accepts no liability for loss or damage incurred during return transit.

Withdrawal requests submitted after the 14-day statutory period cannot be accepted.

3. Returns – Non-EU / International Customers

Customers located outside the European Union do not hold a statutory right of withdrawal. As a goodwill gesture, Lenzano offers a voluntary 7-calendar-day return window, measured from the date of confirmed delivery.

To initiate a return, you must submit a written request to returns@lenzano.com within 7 days of receipt of the goods. Following written confirmation from Lenzano, the goods must be returned within a further 7 calendar days.

Return requests submitted after the 7-day window will not be accepted under any circumstances.

4. Return Shipping & Costs

Lenzano does not offer complimentary return shipping. The buyer bears full responsibility for:

  • All return shipping and handling charges
  • Any applicable customs duties, import/export taxes, or brokerage fees
  • Risk of loss or damage during return transit

Original shipping fees and any payment processing charges are non-refundable.

5. Conditions for Acceptance

Returns will only be accepted where all of the following conditions are satisfied:

  • The item is unworn, unused, unwashed, and in its original condition
  • All original tags, seals, labels, and packaging are fully intact
  • The item shows no evidence of wear, fragrance, staining, or alteration
  • The return includes valid proof of purchase (order number or invoice)

Items returned in a condition that does not meet these requirements will be rejected without issuance of a refund.

6. Non-Returnable Items

The following categories are excluded from return in accordance with § 312g(2) BGB and applicable EU consumer law:

  • Underwear, swimwear, bodysuits, socks, and other hygiene-sensitive apparel
  • Face masks, personal protective equipment, and similar health products
  • Custom-made, bespoke, or personalised goods
  • Items explicitly designated as Final Sale at the time of purchase
  • Items damaged through improper use or mishandling by the customer

7. How to Request a Return

Submit all return requests by email to returns@lenzano.com, including the following information:

  1. Order number
  2. Item(s) to be returned and reason for return
  3. Date of delivery

We aim to respond within 3 business days with further instructions, provided the request falls within the applicable return window.

8. Refund Processing

Upon receipt and inspection of the returned goods, we will notify you of the outcome by email.

If approved:
Refunds are processed within 14 days of approval and issued via the original payment method. Original shipping costs, customs duties, and payment processing fees are not refundable.

If rejected:
No refund will be issued. You will be notified and may arrange re-shipment of the item at your own cost. Items not claimed within 14 days of rejection notice may be disposed of at Lenzano's discretion.

9. Defective or Incorrectly Delivered Goods

If you receive a defective, damaged, or incorrect item, you must notify us within 48 hours of delivery at returns@lenzano.com, including:

  • Photographic documentation of the item and its packaging
  • Your order number

Where a defect is confirmed, Lenzano will, at its discretion, offer either:

  • A replacement item (subject to availability), or
  • A refund of the item value (excluding original shipping costs)

This clause does not limit or affect your statutory warranty rights under §§ 434 ff. BGB.

10. Return Address

Please do not ship returns to our registered business address. Returns dispatched to the company address in Schönefeld will not be registered or credited.

The designated return address will be communicated upon approval of your return request. Contact returns@lenzano.com to receive return instructions.

11. Model Withdrawal Form (EU Consumers)

To exercise your right of withdrawal, you may use the following standard form:

To:
Lenzano UG (haftungsbeschränkt)
Rotberger Straße 3b, 12529 Schönefeld b. Berlin
Email: returns@lenzano.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order Number: ___________________________
Received on: ___________________________
Name: ___________________________
Address: ___________________________
Date: ___________________________
Signature (only if submitted on paper): ___________________________

12. Governing Law & Jurisdiction

This Policy and all related disputes are governed exclusively by the laws of the Federal Republic of Germany, without prejudice to any mandatory consumer protection provisions applicable in the consumer's country of residence.

The place of jurisdiction for disputes with merchants, legal entities under public law, or public-law special funds is Schönefeld, Germany. For consumers, statutory provisions on place of jurisdiction apply.

In the event of disputes arising from online transactions, the European Commission's Online Dispute Resolution platform is available at: https://ec.europa.eu/consumers/odr. Lenzano is not obligated to participate in ADR proceedings but is willing to do so on a case-by-case basis.