Cancellation & Right of Withdrawal Policy | LZINA
At LZINA™, we want customers to understand their cancellation, return, and refund rights clearly before placing an order.
This Cancellation & Right of Withdrawal Policy explains how customers can cancel an order, request a return, exercise their legal right to cancel where applicable, and contact us for support.
Last updated: June 28, 2026
1. Your Right to Cancel
If you are a consumer shopping online, you may have the legal right to cancel your order within 14 days after receiving your goods, without giving a reason.
At LZINA™, we also offer a 30-day return window from the date of delivery, provided the item meets our return conditions.
This means you may request a return within 30 days of delivery, but the item must be unused, unworn, in its original condition, and returned with original packaging and tags where applicable.
2. Order Cancellation Before Dispatch
If you need to cancel an order shortly after placing it, please contact us as soon as possible at:
Orders can only be cancelled before they have been processed, packed, dispatched, or shipped.
Once an order has been processed or shipped, it can no longer be cancelled before delivery. In this case, you may request a return after receiving the item, provided it meets our return conditions.
3. How to Exercise Your Right to Cancel
To cancel your order or request a return, please contact us by email:
Please include:
Your full name
Your order number
Your email address used at checkout
The item you want to cancel or return
A clear statement that you wish to cancel or return the item
You may use the sample cancellation form at the bottom of this page, but it is not required.
4. Return Conditions
To qualify for a return, the item must be:
Unused
Unworn
In the same condition that you received it
In its original packaging where applicable
Returned with all tags, accessories, parts, or labels where applicable
Supported by proof of purchase, such as an order confirmation or receipt
Returns may be rejected if the item shows signs of use, wear, damage, washing, alteration, missing parts, missing tags, or customer misuse.
For hygiene and safety reasons, certain fashion items may not be eligible for return if opened, worn, used, or where hygiene protection has been removed, unless the item is faulty.
5. Returning the Goods
After we approve your return request, we will provide return instructions.
Please do not send any item back before contacting us and receiving return instructions.
You must return the goods without unnecessary delay and, where your legal cancellation right applies, no later than 14 days after telling us that you wish to cancel.
We recommend using a trackable shipping service because you are responsible for the return until it reaches the return address provided by our support team.
Returns sent without prior approval may not be accepted or processed.
6. Return Shipping Costs
For change-of-mind returns, wrong size selection, wrong colour selection, or personal preference returns, the customer is responsible for the direct cost of returning the goods.
If the item is damaged, faulty, defective, or incorrect due to an error on our part, we may cover the return shipping cost or provide further instructions.
Original shipping fees, if any, are non-refundable except where required by law.
7. Refunds After Cancellation or Return
Once your returned item has been received and inspected, we will notify you about the approval or rejection of your refund.
If approved, your refund will be issued to the original payment method used at checkout.
Approved refunds are usually processed within 7 business days after the returned item has been received and inspected.
Your bank, card provider, PayPal, or payment provider may take additional time to post the refund to your account.
Where your legal right to cancel applies, we may withhold the refund until we have received the returned goods or until you provide proof that the goods have been sent back, whichever is earlier.
8. Loss of Value
You are responsible for any reduction in the value of the goods caused by handling beyond what is necessary to check the nature, characteristics, size, fit, and functioning of the item.
This means returned items must not be worn, washed, damaged, altered, or used beyond reasonable inspection.
If an item is returned in a condition that reduces its value, we may reduce the refund amount where permitted by law.
9. Exchanges and Store Credit
Where available, customers may request an exchange or store credit instead of a refund.
Exchanges are subject to product availability.
Store credit may be offered in some cases, but customers are not required to accept store credit where they are legally entitled to a refund.
If you would like an exchange, please contact us at:
10. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, defective, or incorrect, please contact us as soon as possible at:
Please include:
Your order number
Clear photos of the item
Clear photos of the packaging, if applicable
A short explanation of the issue
If the issue is confirmed, we will help arrange the appropriate solution, which may include a replacement, refund, or further instructions.
11. Items That May Not Be Eligible for Return
Certain items may not be eligible for return or cancellation for hygiene, safety, or product-specific reasons, unless faulty.
This may include:
Items that have been worn or used
Items that have been washed or altered
Items missing tags, packaging, or accessories
Personalised or customised products
Gift cards, if applicable
Final sale items, if clearly stated
Hygiene-sensitive fashion items where protection has been removed
If an item is not eligible for return, this will be stated where required.
12. Sample Cancellation Form
You may use this form if you wish to cancel your order or return an item, but you do not have to use it.
To:
LZINA™
FALCON SOLUTIONS PRO LTD
71-75 Shelton Street,
London WC2H 9JQ,
United Kingdom
Email: hello@lzina.com
I hereby give notice that I wish to cancel my contract of sale for the following goods:
Order number:
Item name:
Ordered on:
Received on:
Customer name:
Customer email:
Customer address:
Reason for return, optional:
Customer signature, only if sent on paper:
Date:
13. Contact Information
If you have any questions about cancellations, returns, refunds, or your right to cancel, please contact us:
Store Name: LZINA™
Company Name: FALCON SOLUTIONS PRO LTD
Company Registration Number: 17237462
Email: hello@lzina.com
Phone: +44 020 3879 1727
Business Address:
71-75 Shelton Street,
London WC2H 9JQ,
United Kingdom
Business Hours:
Monday to Friday: 9:00 AM – 6:00 PM GMT
Saturday to Sunday: 11:00 AM – 4:00 PM GMT
Public Holidays: Closed
We aim to respond to all customer inquiries within 1–3 business days.