Refund policy
At LZINA™, we want you to feel confident when shopping with us. This Refund Policy explains how returns, refunds, exchanges, damaged items, incorrect products, delivery issues, and return shipping costs are handled.
By placing an order with LZINA™ or submitting a return request, you agree to the terms outlined in this policy.
Last updated: June 28, 2026
1. Key Information
Return Window: 30 days from the date of delivery
Return Authorisation: Required before sending any item back
Return Shipping Cost: Paid by the customer for change-of-mind returns
Restocking Fee: No restocking fee
Refund Processing Time: Usually within 7 business days after inspection
Contact Email: hello@lzina.com
Customer Support Response Time: We aim to respond to all customer inquiries within 1–3 business days.
2. Return Eligibility
You may request a return within 30 days from the date your order is delivered.
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 included accessories, parts, manuals, or tags 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 or wear
The item is damaged due to customer handling, misuse, or improper care
The item is missing parts, accessories, packaging, or tags not due to our error
The item is returned without prior approval
The return request is made after the 30-day return period
The item is marked as final sale or non-refundable, where clearly stated
3. How to Request a Return
To request a return, please contact us at:
Email: hello@lzina.com
Please include:
Your full name
Your order number
The item you want to return
The reason for the return
Photos or video if the item is damaged, faulty, or incorrect
Once your request is reviewed, we will confirm whether your return is eligible and provide return instructions.
Please do not send any item back before contacting us and receiving return instructions.
Returns sent without prior approval may not be accepted or processed.
4. Return Instructions
If your return request is approved, we will provide instructions on where and how to send your item.
Please follow these steps:
Contact us at hello@lzina.com before returning the item.
Include your order number and reason for return.
Wait for return approval and return instructions.
Pack the item securely in its original packaging where possible.
Use a trackable shipping method.
Send us the return tracking number once the package has been shipped.
We recommend using a trackable shipping service when sending a return.
LZINA™ is not responsible for returned packages that are lost in transit without tracking proof.
5. Return Shipping Costs
For change-of-mind returns, personal preference returns, wrong size selection, wrong colour selection, or voluntary returns, the customer is responsible for return shipping costs.
Original shipping fees, if any, are non-refundable unless required by law or unless the return is due to an error on our part.
No restocking fees apply.
If the item received is damaged, faulty, defective, or incorrect due to an error on our part, we may cover the return shipping cost or provide further instructions.
6. Refund Processing
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.
Please note that your bank, credit card provider, or payment provider may take additional time to post the refund to your account.
7. Exchanges
Exchanges may be available for unused and unworn items within 30 days of delivery, subject to product availability.
To request an exchange, please contact us at:
In some cases, the fastest option may be to return the original item and place a new order for the replacement product.
Exchanges are not guaranteed until confirmed by our customer support team.
8. Order Cancellations
Orders may only be cancelled shortly after they are placed, provided the order has not already been processed, packed, dispatched, or shipped.
If you need to cancel an order, please contact us as soon as possible at:
Once an order has been processed or shipped, it can no longer be cancelled.
In this case, you may need to follow the standard return process after delivery.
9. Damaged Items on Arrival
If your order arrives damaged, please contact us as soon as possible at:
To help us resolve the issue quickly, please provide:
Your order number
Clear photos of the damaged item
Clear photos of the packaging
A short explanation of the issue
After reviewing your case, we may offer a replacement, refund, or another suitable solution depending on the situation.
Please keep the item and packaging until we have reviewed your case.
10. Incorrect Product Received
If you receive the wrong item, please contact us immediately at:
Please include:
Your order number
Your full name
Clear photos of the item received
A short explanation of the issue
If the mistake is confirmed, we will help arrange the appropriate solution, which may include sending the correct item, offering a replacement, or issuing a refund.
11. Faulty or Defective Items
If you believe an item is faulty or defective, please contact our customer support team with your order details and evidence of the issue.
Please email:
Each case will be reviewed carefully.
Depending on the product, issue, and timing, we may offer a replacement, refund, or further instructions.
Normal wear and tear, accidental damage, misuse, improper washing, improper care, or damage caused by customer handling may not qualify for a refund or replacement.
12. Change-of-Mind Returns
If you change your mind about a purchase, you may request a return within 30 days of delivery.
The item must be unused, unworn, in its original condition, and returned with its original packaging where applicable.
For change-of-mind returns, the customer is responsible for return shipping costs unless otherwise stated by our customer support team.
13. Non-Refundable Items
Certain items may not be eligible for return or refund for hygiene, safety, or product-specific reasons.
Non-refundable items may include:
Used or worn items
Items damaged by the customer
Items missing original parts, tags, or packaging
Final sale items, if clearly marked
Personalised or customised products, if applicable
Gift cards, if applicable
Hygiene-sensitive items where applicable and clearly stated
If an item is non-refundable, this will be stated where required.
14. Delivery Issues
If tracking information shows your package as delivered but you cannot locate it, please check:
Your mailbox
Your front door or safe place
Your building reception or concierge
Household members
Neighbours
Your local courier or delivery provider
If you still cannot locate your package, please contact us at:
Please include your order number and shipping address so we can help investigate the issue.
15. Missing Refunds
If your refund has been approved but you have not received it yet, please:
Check your bank account again
Contact your credit card company or payment provider
Contact your bank, as processing times may vary
If you have completed these steps and still have not received your refund, please contact us at:
16. Late or Delayed Returns
If your return package is delayed in transit, please contact the shipping provider first using your tracking number.
You may also contact us with your return tracking details, and we will do our best to assist.
LZINA™ is not responsible for return packages lost or delayed in transit when the customer arranged the return shipping without tracking.
17. Policy Updates
LZINA™ may update this Refund Policy from time to time.
Any changes will be posted on this page and will take effect immediately once published.
We recommend reviewing this page regularly to stay informed about our refund and return terms.
18. Contact Information
If you have any questions about returns, refunds, exchanges, damaged items, or incorrect products, 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.