Refund policy

We have a 14-day return policy: you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it, unused and unworn, with its tags attached and in its original packaging. You will also need to provide the receipt or proof of purchase.

To start a return, contact us at info@lusitanna.com, stating your order number and the item(s) you wish to return. We will reply with the return instructions within 72 business hours.

Items returned to us without a prior return request will not be accepted.

Damage and issues

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you receive the wrong item, so that we can assess the issue and put it right.

Exceptions — items that cannot be returned

We do not accept returns of sale items, vouchers or gift cards.

Exchanges

Please see our separate Exchange Policy for the specific exchange conditions.

14-day right of cancellation — Customers in the European Union

If your items are shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without having to give a justification, in accordance with the applicable consumer protection legislation. The item must be in the same condition in which it was received, unused and unworn, with its tags attached and in its original packaging, and the receipt or proof of purchase must also be provided.

A consumer is a natural person who purchases or uses goods for purposes outside their professional activity. The option to cancel under these terms does not apply to legal entities.

Return costs and address

The cost of the return (shipping) is borne by and is the responsibility of the Customer, who must arrange it by their own means and pay the associated costs. Shipping costs are not refundable, nor are payment processing costs.

Returns must be sent to:

MY17 LTD
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, payments made by credit/debit card or Klarna are refunded automatically to the same payment method. For all other payment methods, the Customer must provide their IBAN.

The refund will be made within a maximum of 14 days of the return being received and approved.

If more than 14 days have passed since your return was approved and you have not received your refund, please contact us at info@lusitanna.com.