At lonzodesign, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our return and refund policy below.
1. Return Window & Eligibility
We offer a 14-day return policy. This means you have 14 days after the date of delivery to request a return.
To be eligible for a return, your item must meet the following conditions:
- The item must be unused and in its original condition.
- The item must be returned in its original packaging with all accessories included.
- A valid proof of purchase, such as an order number or receipt, is required.
- The item must not be damaged due to customer misuse, improper handling, or incorrect return packaging.
2. Non-returnable Items
The following items cannot be returned or exchanged unless they arrive defective, damaged, or incorrect:
- Customized products made according to the customer's requirements.
- Large orders of the same product, defined as three or more of the same item.
- Items that have been used, installed, damaged, soiled, or altered.
Please note that product colors may appear slightly different due to screen settings, and dimensions may vary slightly due to manual measurement. Please refer to the actual product received.
3. How to Start a Return
All returns must be authorized by our support team before being sent back. Items returned without prior approval will not be accepted.
Return Method: By mail only.
- Step 1: Contact our customer support team at [email protected].
- Step 2: Include your order number, reason for return, and clear photos of the item and packaging, especially if the item arrived damaged, defective, or incorrect.
- Step 3: Our support team will review your request. If approved, we will send you the correct return address and detailed return instructions.
- Step 4: Once your return request is approved, you must send the item back within 7 days and provide the return tracking number by email.
4. Return Shipping Costs & Labels
If the return is due to our error, such as a damaged, defective, or incorrectly shipped item, lonzodesign will cover the return shipping cost or provide an appropriate solution.
If the return is due to customer preference, including change of mind, wrong item ordered, unsuitable size, unsuitable color, or personal reasons, the customer is responsible for arranging and paying the return shipping cost.
Original shipping charges, if any, are non-refundable.
We strongly recommend using a trackable shipping service. lonzodesign is not responsible for lost return packages.
5. Fees & Charges
Restocking Fee: $0.00
We do not charge any restocking fees for returned products.
6. Damaged, Defective, or Incorrect Items
Please inspect your order upon receipt.
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at [email protected].
Please include your order number and clear photos of the item, packaging, and any visible damage. Our support team will review the issue and arrange a suitable solution, such as a replacement, repair, or refund.
For items damaged in transit, please keep the original packaging until the issue is resolved.
7. Refunds & Processing Time
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved, the refund will be issued to your original payment method.
Processing Time: It typically takes up to 5 business days for us to process the refund after receiving and inspecting the returned product.
Please note that your bank, credit card company, or payment provider may require additional time to post the refund to your account.
If more than 5 business days have passed since your refund was approved and you have not received it, please contact us at [email protected].
8. Exchanges, Order Modifications & Cancellations
Exchanges: We currently only replace items if they are defective, damaged, or incorrectly delivered. If you need an exchange, please contact us at [email protected].
Order Modifications: You may request to modify order information, such as color, size, shipping address, or phone number, within 24 hours after placing your order.
Order Cancellations: You may request to cancel your order within 24 hours after placing your order.
Once an order has been processed or shipped, modification or cancellation requests cannot be guaranteed. If the order has already shipped, it must follow the standard return process.
9. Refused Shipments
Once an order has shipped, we are unable to stop the delivery.
If you refuse delivery of a package, any storage, handling, return shipping, or related carrier fees caused by the refusal may be deducted from your refund.
10. Contact Information
For any questions regarding returns or refunds, please contact us:
Trade Name: lonzodesign
Address: Unit C, 1202, Building C, No. 278 Xingtai Road, Shiqiao Street, Panyu District, Guangzhou, Guangdong, 510000, China
Email: [email protected]
Support: Monday - Friday: 9:00 AM - 6:00 PM (GMT+8)
