Mastering the Returns and Refunds Policy: Your Ultimate Guide to Hassle-Free Shopping with Lisana
When it comes to online shopping, one of the top concerns for customers is the ease of returns and refunds. At Lisana, we understand that a positive shopping experience means having the flexibility to return items when needed. In this comprehensive guide, we’ll walk you through our Returns and Refunds Policy, ensuring that you have a seamless shopping journey with us.
1. Introduction
At Lisana, we prioritize your satisfaction with every purchase you make. We want your shopping experience to be not only enjoyable but also worry-free. Occasionally, we understand that you may need to return an item. Our Returns and Refunds Policy is designed to clarify the conditions under which we accept returns and issue refunds on behalf of our trusted sellers.
2. Return Period and Conditions for Acceptance of Returns
We’re committed to providing you with a reasonable window to return items if the need arises. Our standard return period for most items is 7 days post delivery. It’s crucial to note that we do not accept returns beyond this period for any reason. However, this does not affect your legal rights against the seller. You can return items purchased on Lisana within the specified return period for the following reasons:
I Changed My Mind
You can return items in all product categories except for specific exceptions listed below. These exceptions include product categories that are ineligible for return due to health and hygiene reasons, such as intimates, underwear, nightwear, beach & swimwear, briefs, facial skincare, fragrances, hair care, hand, feet & nail care, earrings, health relaxation, events, tickets, and software.
Size Is Correct but Doesn’t Fit as Expected
This reason is applicable to clothing and shoes only.
Item Stopped Working Well After Usage
For all product categories except clothing, sport & fitness, and consumables.
Item Received Broken or Defective
Applicable to all product categories.
Packaging Was Damaged
This applies to all product categories.
Item Received with Missing Parts or Accessories
Applicable to all product categories.
Item Received Used or Expired
For all product categories except software.
Item Seems to Be Fake/Unauthentic
This reason is valid for all product categories.
Wrong Item/Color/Size/Model
This applies to all product categories.
We will only accept returns of items that are unworn, unused, and in the same condition you received them. Ensure the original packaging and seals are intact, where applicable unless the item became defective after delivery or was damaged or defective after reasonable use, following the manufacturer’s guidelines where applicable during the returns period.
3. Items That Cannot Be Returned
In the interest of customer safety, certain product categories cannot be returned due to health and hygiene reasons or rapid deterioration. You can only return and receive a refund for these items if you received the wrong item, a damaged or defective item, or a fake or inauthentic item. Returns for these categories will not be accepted if you simply changed your mind.
Additionally, we do not accept returns for customized items, which are made, configured, or inscribed to your specifications. The seller is only required to accept returns if these items are damaged or defective upon arrival or significantly different from what was ordered.
Furthermore, we do not accept returns for items that you have damaged after delivery, unless the reason for return is that the item stopped working or became damaged or defective after reasonable use according to the manufacturer’s guidelines during the returns period. Certain product categories such as clothing, sport & fitness, and consumables do not qualify for returns if the item becomes defective after delivery. If an item is covered by a warranty and becomes damaged or defective during the warranty period, it falls under the seller’s warranty, not our Returns and Refunds Policy.
4. Packaging Returns
When returning an item for any reason, it’s essential to maintain the exact condition in which you received it from Lisana, including the original packaging and all tags and labels. For instance, shoes should be returned within their original shoe box, and seals on items like audio or video recordings or software must remain intact. Remember that returned items are your responsibility until they reach us, so ensure they are properly packaged to prevent damage during transit.
Do not include any items in the packaging that are unrelated to the returned item. Make sure to delete and eliminate all personal data associated with the item, including any accounts linked to it. Lisana cannot be held responsible for items mistakenly included in a returned package or for any data breaches resulting from the failure to remove personal data.
5. Refunds
If your return request is accepted or if you have placed an order but not received the item, we strive to refund the purchase price within the specified time frame indicated on the return timelines page. For items that are incorrect, defective, or damaged, you will also receive a refund for the full cost of delivery once your return is processed.
If the return is not due to an error on Lisana’s or the seller’s part (e.g., you changed your mind or the size doesn’t fit as expected), you will not be eligible for a refund on delivery fees. The refund request form will detail the available payment methods for receiving your refunds.
6. Rejected Return and Refund Requests and Forfeiture
Every returned item is meticulously inspected to verify the reasons provided for the return. If your return request is not approved, you will not receive a refund for the purchase price or the delivery fees. In such cases, we will make two attempts to redeliver within 3 business days.
If both re-delivery attempts prove unsuccessful, we will promptly notify you that the item will be held for an additional 30 days from the date of the initial notification. Our notification will include information about the pick-up location and operating hours.
Failure to collect the item within the required period will result in forfeiture of the item, making it Lisana’s property. Lisana may dispose of the item in any manner it deems appropriate, whether by sale, charitable donation, recycling, or destruction.
7. No Exchange
Please note that we do not offer exchanges. If you require a different size or color, kindly return your unwanted item and place a new order.
8. Further Information
For additional information, you can explore the following pages on our website:
In summary, our Returns and Refunds Policy is designed to ensure that your shopping experience with Lisana is as smooth and trouble-free as possible. We strive to address your concerns promptly and efficiently. Your satisfaction is our priority, and we are here to make your online shopping experience truly enjoyable.