Cancellation and Refund Policy

MY17 LTD Company registered in England and Wales Company Number: 16946674 Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom Email: info@lusitanna.com

Contractual right to return products

The contractual right of return applies exclusively to products that can be returned in the exact same condition in which they were received by the Consumer.

Returns will not be accepted for products that have been used, show signs of wear and tear, washing, or damage attributable to the Consumer, have their labels removed, cut or damaged, are not returned with their original packaging and protective elements, or have been altered beyond the simple opening of the packaging.

Any alteration of the product beyond the simple opening of its packaging automatically invalidates the right of return.

We do not accept returns for purchases made by companies, i.e., invoiced with a business tax identification number (NIF, VAT number or equivalent).

For customers residing in the European Union, the provisions of Article 2, No. 1, of Law No. 24/96, of July 31 (Consumer Protection Law), as well as Directive 2011/83/EU on consumer rights, apply. For customers residing in the United Kingdom, the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply. In both cases, only those who purchase goods for non-professional use are considered consumers. Whenever a business tax number is used, the purchase is considered intended for professional activity, and the legal regime of consumer protection and the contractual right of return provided in this policy are not applicable.

Return conditions

For a return to be accepted, the product must be returned in the exact condition in which it was shipped.

The return must mandatorily include the original packaging, the order number, all original labels, all product packaging, protective bags for the item, all supplied accessories, and any items sent along with the product.

The return request must be made within a maximum of 14 days after receiving the order, in accordance with applicable legislation in the European Union and the United Kingdom.

The return process must be initiated through the Returns Portal available at:

https://lusitanna.com/apps/parcelpanel-returns

If there is any technical impossibility in using the portal, the Customer may contact us via email at info@lusitanna.com.

Products sent without the return process having been previously initiated and approved will not be accepted.

Return shipping costs are always the responsibility of the Customer and are non-refundable.

Payment processing costs are also non-refundable.

Whenever a purchase benefits from a quantity discount, the refund amount will be recalculated if, after a partial return, the minimum quantity required to maintain that discount is no longer met. For example, if the Customer purchases three items with a quantity discount and returns two, the remaining item will no longer benefit from the initially applied discount, and the corresponding refund will be adjusted accordingly.

Return shipping procedure

After approval of the return request, the product must be sent to:

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

The Customer is responsible for the return shipping costs and may use the carrier of their choice.

All shipments must contain a properly identified sender.

After dispatching the return, the Customer must communicate the shipment through the Returns Portal or by email, indicating proof of shipment and, whenever available, the respective tracking code.

The product must be dispatched within a maximum of 14 consecutive days after communication of the decision to return.

If the item is not received within this period, the return will only be accepted if the Customer proves that they shipped it within the legal period of 14 days with valid proof, such as a postal receipt, a carrier receipt, a tracking code, or other official proof of dispatch.

Returns from the United Kingdom

Whenever the return is made from the United Kingdom, the general rules of this policy apply, without the need for additional customs formalities, as it is a domestic shipment to our facilities in the United Kingdom.

Returns from the European Union and third countries

Whenever the return is made from a European Union country or any other country outside the United Kingdom, the Customer is entirely responsible for complying with all customs formalities required for the export/import of the goods.

It is mandatory that the return be sent with all customs documentation correctly completed, including the customs declaration and all documents required by the carrier and the competent authorities, and the shipment must be identified as "return of goods," in order to avoid undue collection of customs duties.

All costs related to the international return, including customs duties, VAT/IVA, taxes, administrative fees, customs clearance costs, charges levied by the carrier or any other costs associated with the import of the return into the United Kingdom, are solely the responsibility of the Customer, except when applicable law determines otherwise.

If the order is refused by customs authorities, held, returned to the sender or not delivered due to the absence or incorrect completion of customs documentation, failure to pay fees or any other non-compliance attributable to the Customer, MY17 LTD cannot be held responsible for the non-receipt of the return.

In these cases, the return will be considered as not received, and no refund will be issued until the product is actually delivered to our facilities and approved after verification.

Return verification

Upon receipt of the return, Lusitanna will verify the condition of the item.

It will be confirmed whether the product is unused, undamaged, with all tags, with all accessories, with original packaging, and in the same condition as it was shipped.

If all the conditions provided in this policy are met, the refund process will be initiated.

If any non-compliance is found, the return will be refused, and the Customer will be informed by email of the respective reasons.

The Customer may request the re-shipment of the item, bearing all associated transportation costs and, where applicable, associated customs costs.

Exceptions to the right of return

For health and hygiene protection reasons, sealed products that have been opened after delivery cannot be returned when, by their nature, they are no longer suitable for resale.

Order cancellation

Order cancellation is only possible within the first 15 minutes after purchase confirmation.

After this period, the order enters logistical processing, and cancellation will no longer be possible.

The Customer must wait for the order to be received and, if desired, may then initiate the return process in accordance with this policy.

The cancellation request must be made by email to info@lusitanna.com or at https://lusitanna.com/apps/parcelpanel-returns, mandatorily indicating the order number, customer identification, and reason for cancellation.

Requests containing only messages such as "Cancel," "Annul," or similar, without any order identification, may not be considered valid.

Payment processing costs are non-refundable.

Refund method

Only payments made by credit/debit card or via Klarna are automatically refunded through the same payment method used for the purchase.

For all other payment methods, including, but not limited to, Entidade e Referência (Multibanco), bank transfer, and other non-automatable means, the Customer must mandatorily provide their IBAN, and the refund will be processed by bank transfer.

Payments made through vouchers or gift cards will be refunded to the same voucher or gift card.

If the Customer does not provide the IBAN when it is necessary for processing the refund, it will be suspended until the correct banking details are received, and MY17 LTD will not be responsible for any resulting delays.

The refund will be made within a maximum of 14 days after the receipt and approval of the return at our facilities, provided that all conditions set forth in this policy are met and, when applicable, the IBAN has been correctly provided, in accordance with applicable European Union and United Kingdom legislation.

Vouchers and gift cards

Digital vouchers and gift cards issued by Lusitanna are non-refundable.

Whenever the Customer opts for the issuance of a voucher in replacement of a returned item, its value will be available exclusively for future purchases at Lusitanna and cannot be converted into cash.

The voucher will be sent by email, accompanied by its usage instructions and its validity period, when applicable.

Once issued, the voucher cannot be returned, converted into cash, replaced, or exchanged for any other payment method.

In case of loss, deletion, or improper access to the email where the voucher was sent, MY17 LTD cannot be held responsible for its replacement.