At Lusipine, we value the satisfaction of our customers and strive to offer high-quality products. However, if for any reason you are not satisfied with your purchase, we have this Return and Refund Policy available.

In accordance with European legislation, Lusipine has the obligation to repair, replace or refund all or part of any item you have purchased, if it proves to be defective or does not have the appearance or functionality advertised. You can return any product purchased within 14 days, without the need for justification. After the 14-day period, you can only request a full or partial refund if it is not possible to repair or replace the product in question. It is important to note that there will be no right to a refund in cases of insignificant problems.

You can also cancel your order before it is delivered, as long as it is not already “in the process of preparation”.

Upon receiving your order, please confirm that all products were delivered in their original packaging and that they were properly sealed at the time of delivery. If you find any irregularity, such as damaged packaging or product, refuse delivery. If there is any problem in receiving your order, request an exchange.

Index

1. Deadline for Exchanges and Returns

2. Conditions for Exchanges and Returns

3. Refund and Exchange Options

4. Shipping Costs

5. Procedure for requesting a Return or Refund

5.1. How to start the return request

5.2. How to pack your order

5.3. How to send

6. Exceptions

7. Contact for Returns

1. Deadline for Exchanges and Returns

Customers have a period of 14 days, from the date of receipt of the product, to request a return. In the event of exchanges or damaged product, the return costs will be assumed by Lusipine. In case of return due to withdrawal, the return costs will be borne by the buyer. Returns will be processed within a maximum of 14 days after receipt of the returned product. Exchanges are subject to the availability of products from suppliers.

2. Conditions for Exchanges and Returns

For a return to be accepted, the product must have the original label intact, show no signs of use, and be returned in the original packaging:

    – In the case of returns due to damage to the item, the customer must send photos of the damage as an attachment to the return request email.

    – For exchanges or returns due to damage to the item, a collection will be arranged with the customer on an agreed date and place.

    – In the event of a return due to withdrawal of the product, the shipping and the respective costs will be borne by the customer.

3. Refund and Exchange Options

In case of dissatisfaction with the product, the customer can choose to receive a full refund or exchange the product. The exercise of the right of withdrawal shall give rise to a refund of sums paid within 14 days of receipt of proof of dispatch. This period may be extended until the day of receipt of your order if you are unable to provide us with proof of shipment of your products. In the event of a full refund to the same payment method, an email will be sent notifying you of the refund. In the case of exchange, a store credit of the corresponding amount will be issued for the purchase of another product. All exchange or return requests must be sent by e-mail within the established deadlines, and requests outside the stipulated deadlines will not be accepted. If reverse transaction refund is not possible, you will be asked for your IBAN or SPIN number.

4. Shipping Costs

The shipping costs of an order are the responsibility of the buyer. However, if it is necessary to return the product for reasons of exchange or for proven damage to the goods, the shipping costs of the return will be borne by Lusipine. In situations of return due to withdrawal, the return costs will remain borne by the buyer. If you choose to request a prepaid label from Lusipine, the amount of your refund will be reduced by the amount corresponding to the fixed return costs.

5. Procedure for requesting a Return or Refund

5.1. How to start the return request

To initiate a return or refund, you must follow these steps:

    · Contact us through the email comercial@lusipine.com with the title “Return, Refund or Product Exchange”;

    · Explain the reason for the return in the body of the email;

    · Indicate whether you prefer a full refund or an exchange;

    · Attach the payment invoice to the email.

In the event that delivery is not made, you have a period of 30 days from the announced or expected delivery date to inform our customer service, so that we can investigate what happened. For this purpose, Lusipine may request the sending of supporting documents necessary for the opening of said investigation. After the mentioned 30-day period, your order will be considered delivered and no dispute will be possible in relation to it.

5.2. How to pack your order

It is important that the products to be returned are packaged properly to prevent damage during shipping. To do this, take care to protect them correctly, ideally in their original packaging. The products must be returned in good condition, and must not be damaged, dirty or with traces of manipulation. They must be accompanied by all possible accessories.

You have the right to inspect, with due care, the nature, characteristics and functioning of the products purchased. However, if you exercise the right of free withdrawal and wish to return the products, you will be held liable for the depreciation of the products whenever the handling to inspect the nature, characteristics and function of the products exceeds the handling usually allowed in a commercial establishment.

5.3. How to send

In cases of return in which Lusipine is responsible (see point 2 – Conditions for Exchanges and Returns), please follow the steps below. For the remaining cases, the organization of the shipment must be the responsibility of the buyer:

    · Once your return documents are ready, they will be sent. Print your return form (consisting of 2 pages) and the prepaid label.

    · Prepare your order: pack the items in their original packaging or, if not, in a suitable packaging, place the first page of the return form on the inside and the second page on the outside of the package (the return form should not be attached directly to the product).

    · The carrier will be contacted by Lusipine and will appear on the date and time agreed with the customer.

Packaging in which we cannot identify the shipper (name, surname, address, order number) will not be accepted.

6. Exceptions

You may not exercise your right of withdrawal in relation to:

    · Services that have been provided in full during the period of free withdrawal with your prior express consent, if you have recognised that, in this circumstance, you have lost the right to free withdrawal;

    · products or services whose price is a function of fluctuations in financial market rates that are beyond the trader’s control and that may occur during the withdrawal period;

    · Products manufactured to consumer specifications or clearly customized;

    · Products that are susceptible to deterioration or that perish quickly;

    · Products whose seal has been damaged by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection;

    · Products that, after delivery, due to their nature, are inextricably mixed with other articles.

7. Contact for Returns

For any questions related to returns and refunds, please use our company’s general email: comercial@lusipine.com

Effective Date: This policy is effective as of October 1, 2024.