Return & Refund Policy
Return & Refund Policy – Lenzano.com
Effective Date: 27 May 2025
Applies To: All purchases made on https://www.lenzano.com
Operated by: VendRock OÜ, Ahtri tn 12, 15551 Tallinn, Estonia
1. GENERAL INFORMATION
This Return & Refund Policy governs all returns and exchanges for purchases made via Lenzano.com. By placing an order, you agree to the terms set forth herein.
Lenzano does not provide free returns. All return shipping and handling costs are solely the responsibility of the buyer. We aim to comply with EU consumer protection laws while strictly limiting returns to the legally required minimum.
2. EU CONSUMERS – 14-DAY WITHDRAWAL RIGHT
In accordance with Directive 2011/83/EU and the Estonian Consumer Protection Act, EU consumers have the right to withdraw from their purchase within 14 calendar days without giving any reason.
Key Points:
The 14-day period begins the day after you receive your goods.
You must notify us in writing (via email) within the 14-day window.
After notification, you have 14 more days to return the item.
❗ We will not accept EU returns requested after the 14-day period, under any circumstances.
3. NON-EU / INTERNATIONAL CUSTOMERS – 7-DAY RETURN POLICY
Customers outside the European Union have no statutory right of withdrawal, but Lenzano allows voluntary returns within a strict 7-calendar-day window from delivery.
Conditions:
You must email us your return request within 7 days of receiving the item.
After approval, you must return the item within 7 days of our confirmation.
Requests made after 7 days from delivery will be denied, no exceptions.
4. RETURN SHIPPING & COSTS
We do not offer free returns. You are fully responsible for:
All return shipping costs
Customs duties, taxes, brokerage fees, or import/export charges
Choosing a trackable and insured carrier (losses or damage in return transit are your risk)
We do not reimburse original shipping fees or any transaction fees charged by your payment provider.
5. RETURN ELIGIBILITY CONDITIONS
We only accept returns that meet all of the following conditions:
Items are unworn, unused, unwashed, and in perfect condition
All original tags, seals, labels, and packaging are fully intact
No evidence of deodorant, fragrance, stains, or wear
Return includes proof of purchase (order number or invoice)
If these conditions are not met, the return will be rejected, and no refund will be processed.
6. NON-RETURNABLE ITEMS
The following are strictly excluded from return, as permitted by law:
Underwear, swimwear, socks, bodysuits, or hygiene-sensitive items
Face masks, PPE, or similar health products
Custom-made or personalized goods
Items purchased on final sale (explicitly marked as “Final Sale”)
Damaged items caused by customer use or handling
7. HOW TO REQUEST A RETURN
Email:
📧 returns@lenzano.com
Include:
Order number
Item(s) to be returned
Reason for return
Date received
We will respond within 3 business days with return instructions (if within the legal return window).
8. REFUND TIMELINE & CONDITIONS
Once we receive and inspect your return, we will notify you via email.
If approved:
Refunds are processed within 14 days
Refunds are issued via the original payment method
We do not refund shipping costs, duties, or processing fees
If rejected:
You must pay for the item to be returned to you, or we will dispose of it after 14 days
No refund will be issued
9. DAMAGED OR DEFECTIVE ITEMS
If your product arrives damaged or defective, notify us within 48 hours of delivery.
Email: 📧 returns@lenzano.com
Include:
Photos of the item and packaging
Order number
If verified, we may:
Offer a replacement (subject to availability)
Or refund the item value (excluding original shipping)
10. RETURN ADDRESS
Please Contact Customer support or fill Out our form:
No returns to our legal Address in Tallinn! Returns to this Address will not be registered nor refunded!
11. WITHDRAWAL FORM FOR EU CUSTOMERS
You may use the Model Withdrawal Form below to exercise your statutory right:
To: VendRock OÜ – Lenzano
Email: returns@lenzano.com
I hereby withdraw from my purchase of the following item(s):
Order Number: ___________________________
Received on: ___________________________
Name: ___________________________
Address: ___________________________
Date: ___________________________
Signature (only if printed): ___________________________12. CUSTOMER SERVICE CONTACT
📧 info@lenzano.com
🕐 Mon–Fri, 9:00 – 17:00 CET
13. GOVERNING LAW
All returns, refunds, and disputes are governed by the laws of the Republic of Estonia, without regard to conflict of law rules. The courts of Harju County Court, Tallinn, Estonia shall have exclusive jurisdiction.
