Warranty Policy — Defective Products
MY17 LTD
Company registered in England and Wales, Company Number: 16946674
Registered Office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
All Lusitanna products undergo quality inspection before shipping. However, we know that occasionally something can go wrong — and that's what this warranty is for.
What is the warranty period?
Customers residing in the European Union:
Lusitanna is responsible for any lack of conformity of the products sold that becomes apparent within 3 years from their delivery, provided it is communicated to Lusitanna within a maximum period of 2 months from the date it was detected, in accordance with applicable Portuguese and European Union legislation.
Customers residing in the United Kingdom:
Lusitanna (MY17 LTD) fully complies with the Consumer Rights Act 2015, which establishes a layered protection system:
- Within the first 30 days after delivery, the Customer has the right to reject the product and obtain a full refund, without needing to first accept a repair or replacement ("short-term right to reject").
- Between 30 days and 6 months after delivery, it is presumed that the defect already existed at the time of delivery, and Lusitanna is responsible for proving otherwise. The Customer has the right to a free repair or replacement; if this is not possible, not done within a reasonable time, or causes significant inconvenience, the Customer has the right to a price reduction or the final "right to reject".
- Up to 6 years after delivery (statutory limitation period in England and Wales), the Customer retains the right to claim for non-conforming products, being responsible, after 6 months, for demonstrating that the defect already existed at the time of delivery.
When is a product not in conformity?
A product is not in conformity with the purchase and sale contract when any of the following occur:
- It does not conform to the description provided by Lusitanna on its website;
- It is not suitable for the specific purpose for which it is intended;
- It is not suitable for the uses usually given to goods of the same type;
- It does not present the usual qualities and performance of goods of the same type, which the Consumer can reasonably expect taking into account the nature of the good and, eventually, the public statements made by Lusitanna about its specific characteristics.
What happens if the product is defective?
During the warranty period, a product with a manufacturing defect will be replaced with an identical model, whenever repair is not possible.
Whenever the Consumer considers that the purchased product contains a defect, they should contact Lusitanna via email info@lusitanna.com, indicating:
- The order number;
- A description of the defect;
- Whenever possible, photographs of the defective item.
Lusitanna will analyze the case and confirm if there is, in fact, a lack of conformity in the product. If so, we will proceed with the replacement at no cost to the Customer, taking responsibility for contacting you to schedule the collection of the non-conforming good and bearing all return and re-shipping costs.
What is not covered by the warranty
A lack of conformity or defect is not considered to exist when, at the time of concluding the contract, the User was aware of the lack of conformity in question, or could not reasonably have been unaware of it. In this case, if the product was sold with an express indication that it contained the defect, it cannot be returned as defective — without prejudice to the User still being able to resort to the return procedures provided in our Terms and Conditions.
The warranty does not cover:
- Materials subject to breakage, deterioration, oxidation, loss or misplacement;
- Defects caused by blows, inappropriate use, improper conservation or cleaning, negligence, misuse, unauthorized modifications or repairs, accidents, or normal wear and tear;
- Damage caused by the use of other products, whether in conjunction with the Lusitanna item or alone.
Last updated: July 2026.