Refund & Return Policy

Effective Date: August 25, 2025
Store: Lorenzo Artellis (operated by Luna Checkout LLC)
Contact: email@lorenzoartellis.com

We want you to be fully satisfied with your purchase. This policy applies worldwide. Nothing here limits your non-waivable statutory rights. Where local law grants you more favorable rights, local law prevails.

1) Returns — Window & Condition

• Return window: You may request a return within 14 days from delivery. Items must be unused, unwashed, in original condition, with all tags/labels attached, and in the original packaging.
  For EU/UK customers, this aligns with the 14-day right of withdrawal for most distance sales. EUR-Lex

• Apparel-specific notes: You may try on apparel as you would in a store; items must be returned without wear, odors, or alterations. For underwear, swimwear, hosiery, and bodysuits, returns are accepted only if hygiene liners and any seals remain intact. (EU law expects garments to be tried on but not worn.) EUR-Lex

Non-returnable (unless faulty)

• Personalized / made-to-order items (e.g., custom monograms, tailored sizing).

• Sealed hygiene items once unsealed (e.g., certain cosmetics or intimate accessories).

• Digital goods once delivery/access begins (when not supplied on a tangible medium and with your prior consent).

• Final-sale items clearly marked as such at checkout.

Who pays return shipping?

• Unless we made a mistake or the item is faulty, you pay return shipping. In the EU/UK, the consumer may be charged the direct return costs if this was clearly stated pre-contract, which it is here. EUR-Lexenterprise.gov.ie

2) How to Request a Return

Email email@lorenzoartellis.com with your order number, the item(s) you wish to return, and the reason. We’ll reply with authorization and the return address. Please do not ship anything back before receiving our instructions.

Note (EU): simply refusing delivery or not collecting a parcel does not by itself count as a valid withdrawal; you must send a clear statement. eccnet.eu

3) Refunds — Timing, Method & Deductions

• Inspection & approval: Once we receive and inspect your return, we will confirm approval or the reason for any refusal.

• Timing & method: Approved refunds are issued to your original payment method. In EU/UK distance-sales cases, we refund within 14 days of being informed of withdrawal and may withhold the refund until the goods are received or you provide proof of return, whichever is earlier. EUR-Lex

• Outbound shipping: For EU/UK withdrawals, we refund the standard outbound delivery cost (if paid), but not any extra you chose for faster methods (e.g., express). EUR-Lex

• Diminished value: If returned items show handling beyond what is necessary to examine their nature, characteristics and functioning, we may deduct a reasonable amount for loss of value. (EU guidance provides this standard.) EUR-Lex

• Refund not received? Check with your bank/card issuer first. If it still hasn’t arrived after their processing time, contact email@lorenzoartellis.com.

4) Exchanges

• If you need a size/color change for apparel, email us within the 14-day window. Exchanges are subject to stock; where not available, a refund (per this policy) will be processed.

• For damaged/defective items, see Section 5.

5) Damaged or Defective Items (Statutory Guarantees)

If your item arrives damaged or defective, contact us within 7 days of delivery with a description and photos. We will arrange a replacement, exchange or refund at no extra cost where applicable.

Region-specific legal guarantees still apply:

• EU: minimum 2-year legal guarantee for lack of conformity. EUR-Lex+1

• UK: Consumer Rights Act 2015 includes a 30-day short-term right to reject faulty goods. Legislation UK+1

• Australia: Australian Consumer Law guarantees repair, replacement or refund when goods fail to meet consumer guarantees, even beyond a manufacturer’s warranty. accc.gov.au+1NSW Government

• Canada: Protections exist under federal/provincial consumer laws; see the Office of Consumer Affairs for guidance. Governo do CanadáISED

6) Right of Withdrawal (EU/UK)

If you reside in the EU or UK, you may withdraw from your purchase within 14 days after receiving your goods, without giving a reason. Exclusions apply (e.g., personalized items, unsealed hygiene items, and services fully performed with your consent). The consumer bears return costs when clearly informed beforehand (as here). EUR-Lexenterprise.gov.ie

Model Withdrawal Notice (copy, fill in, and email):

Subject: Withdrawal — Order #{XXXX}
I hereby inform you that I withdraw from my contract of sale for the following goods:
– Product(s): [list]
– Order number: [XXXX]
– Received on: [date]
– Name: [full name]
– Address: [address]
– Email: [your email]
Date: [date]
Signature (if on paper): __________________

7) Return Authorization, Address & Cross-Border Notes

• Authorization required: Returns without prior authorization may be refused.

• Return address: Provided in our authorization email (address may vary by product or warehouse).

• Customs/duties: Original duties/taxes are non-refundable by us except where required by law. If a return incurs import charges to our warehouse due to the chosen courier method, these may be deducted from your refund where permitted by law.

8) Dispute Resolution (EU)

The European Commission’s Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025. For guidance on consumer redress in the EU, please refer to the Commission’s updated pages. Consumer Redress in the EU

9) Policy Changes

We may update this policy from time to time. Changes will be posted here with a new effective date.

© 2025 Luna Checkout LLC. All rights reserved.