Refund policy
Note:
The following policy includes both the statutory right of withdrawal (14 days) for consumers in the EU, USA, Australia, UK, Italy, Spain, Romania, Switzerland, Portugal, Israel, Denmark, France, Canada, and South Africa as well as our extended, voluntary 30-day return policy.
Scope and Purpose
This return and refund policy applies to all purchases made through the Lichtzoone website.
Questions?
Visit You our Frequently asked Questions-Page or contact You our Customer Service under info@lichtzoone.com
Return Period
Customers have the right to return the product within 30 days of the delivery date.
Return Instructions
Return Request: To initiate a return, contact our customer service at info@lichtzoone.com with your order number and a detailed reason for the return.
Return Authorization: After reviewing your return request, you will receive detailed instructions and, if applicable, a prepaid return label.
Packaging and Shipping
Pack the item securely in the original packaging with all labels and tags.
Include the return form as well as all required accompanying documents or photos.
Download and print the return label (if applicable) from the email we sent you.
Return Shipping Costs
For Defective Products: No cost to the customer. This applies if the product was delivered incorrectly, damaged during transport, or otherwise defective.
For Change of Mind (Cancellation): The actual return shipping costs are borne by the customer. This applies if the customer ordered the wrong product or no longer wants the item.
Conditions for Returns and Refunds
Return for Change of Mind: Possible within 30 days of delivery, provided the product is unused, undamaged, and in the original packaging.
Defective Goods: If you have received a defective product, please contact our customer service immediately. Lichtzoone will send you a free replacement item.
Damaged Goods: If the product arrives damaged, please send us photos of the damage within 48 hours of receipt. After review, we will send you a free replacement.
Incorrectly Delivered Product: If you have received the wrong product, please contact us. We will process a free replacement.
Product Not Received: If your order was not delivered, contact us so we can initiate an investigation with the shipping carrier. If the product cannot be found, we offer a full refund or a replacement delivery.
Cancellation After Order: Orders can be canceled before shipment. After shipment, returns are handled according to the policies described here.
Policy for Damaged or Defective Goods
Contact our customer service within 48 hours of receiving damaged or defective goods. Send us photos of the defect or damage. After verification, you will receive a free replacement.
Policy for Undamaged Goods
If you change your mind, you can return the unused and undamaged product within 30 days of the delivery date in its original packaging.
Deadlines
Return Period: Returns must be reported and shipped within 30 days of receiving the product.
Return Processing: After receiving and inspecting the return, the refund will be issued within 7 business days. A confirmation email will be sent.
Refund Policy: Refunds are approved after inspection if the goods are unused, undamaged, and in their original packaging. For defective or incorrectly delivered products, a replacement will be provided after inspection.
Refund period: After approval of the return, the refund will be processed within 7 business days to the original payment method.
Refund methods: Refunds are made only to the original payment method used.
Exceptions to the return policy
The following items are excluded from returns:
- Custom or personalized items
- Hygiene products (e.g., socks, underwear), unless unopened and unused
Return shipping method
Shipping method: By mail
Restocking fees: 0 €
Legal rights
This policy does not affect legal rights.
Questions?
Visit our Frequently Asked Questions page or contact our customer service.
Company Information
Address: Beckers Barg 53, 28717, Bremen, Germany
Department store address: Harmony Garden 18, Shek Pai Wan Road, Aberdeen, Hong Kong
E-Mail: info@lichtzoone.com