Refund policy

RETURN & REFUND POLICY (LAZZONI NEDERLAND – ONLINE STORE)

1) Cancel or change your order (48-hour window)

You may request to cancel or change your order (in whole or in part) within 48 hours after placing it, free of charge, provided that delivery has not been scheduled/locked and production/reservation has not started (especially for made-to-order or special production items). After this 48-hour window, changes or cancellations may be impossible and/or may involve costs.

2) 14-day right of withdrawal (in-stock, non-customised items only)

We offer a 14-day return right only for items that are clearly sold as in-stock and non-customised, meaning the item was not produced, configured, or personalised to your specifications.

You have 14 days after receiving your item to request a return where the statutory right of withdrawal applies.

3) Items not eligible for return (made-to-order / customised / special production)

The statutory right of withdrawal does not apply to goods made to your specifications or clearly personalised (and other legal exceptions). Because many of our products are produced to order and/or configured based on your selections, these orders are binding once production/reservation has started and cannot be returned for convenience.

If you are unsure whether your product is “in-stock/non-customised” or made-to-order, please contact us before placing the order.

4) Return conditions (when a return is eligible)

To be eligible for a return, the item must be:

  • in the same condition as received (unused except for reasonable inspection),

  • complete (including all parts/accessories),

  • returned in original packaging, properly protected for transport,

  • accompanied by proof of purchase.

Important: Please do not write on the original packaging and do not place shipping labels directly on the product packaging (use an outer box or protective wrapping).

5) How to start a return (official channel)

To request a return, you must submit your request via our official After-sales Service channel on our website (Customer Service / After-sales Service). Requests sent only by email or other channels may be delayed and are not considered a formal return request until submitted via the official channel.

If your return is accepted, you will receive return instructions, including where and how to return the item.

6) Return shipping, pick-up and de-assembly

Unless we agree otherwise in writing:

  • Return shipping is the customer’s responsibility and cost.

  • If the item was delivered de-assembled, it must be returned de-assembled and properly packed with all parts included.

  • If you request pick-up and/or de-assembly, we may arrange this for a fee, which will be quoted before scheduling.

Items sent back without an approved return request and instructions will not be accepted.

7) Inspection and diminished value (no fixed “restocking fee” under statutory withdrawal)

You may inspect the item as you would in a physical store to assess its nature, characteristics and functioning. If the item has been used or handled beyond what is necessary for such inspection, you may be liable for diminished value. This means we may deduct an amount from your refund that reflects the loss in value due to:

  • use beyond normal inspection,

  • missing original packaging or protective packaging causing damage,

  • damage, stains, marks, missing parts, or incomplete returns.

We do not apply a fixed “restocking fee” to statutory 14-day withdrawals. Any deduction is based on the actual diminished value and/or actual costs caused by the condition of the returned goods, consistent with EU consumer rules.

8) Damages, defects, or wrong items

Please inspect your order upon delivery and report any visible damage, defects, missing parts or wrong items immediately, and in any case as soon as possible after discovery, via our official After-sales Service channel so we can assess and resolve the issue.

9) Exchanges

We do not offer direct exchanges as a standard process. The fastest way is to place a new order for the desired item. If your original purchase is eligible for a return and your return is accepted, you may return the original item according to this policy.

10) Refunds

After we receive and inspect the returned item, we will notify you whether your refund is approved. If approved, the refund will be processed to the original payment method within 14 days after approval (or within the legal timeframe), subject to our right to withhold reimbursement until we have received the returned goods or you have provided proof of return shipment. Your bank/credit card provider may need additional time to post the refund.

11) Non-returnable items

Unless required by mandatory law, we do not accept returns for:

  • made-to-order/customised/special production items,

  • sale items (unless the law requires otherwise),

  • gift cards.

12) Questions

For general questions, you may contact sales@lazzoni.nl, but return/withdrawal requests must be submitted via the official After-sales Service channel on our website.