Refund policy
LENZE — Returns & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. This policy applies to all eligible products, including full-price and sale items.
To be eligible for a return, your item must be in the same condition that you received it — unworn and unused, in its original case and packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at contact@lenze.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Please note that you are responsible for the cost of return postage.
Returns will need to be sent to the following address:
25 Westway
Leeds
LS20 8JX
Items sent back to us without first requesting a return will not be accepted. You can always contact us with any return questions at contact@lenze.uk.
Damages 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 evaluate the issue and make it right.
Exceptions and non-returnable items
Certain types of items cannot be returned, including perishable goods such as food, flowers or plants; custom products such as special orders or personalised items; and personal-care goods such as beauty products.
We also do not accept returns of hazardous materials, flammable liquids, gases or gift cards. Please contact us if you have any questions or concerns about a specific item.
Sale items are eligible for return under the same 14-day returns policy as full-price items, provided they meet the eligibility requirements outlined above.
Exchanges
The fastest way to ensure you receive the item you want is to return the item you currently have and, once the return is accepted, make a separate purchase for the new item.
UK 14-day cooling-off period
Under the Consumer Contracts Regulations, if you are a consumer in the UK, you have the right to notify us that you wish to cancel or return your order within 14 days of receiving it, for any reason and without justification.
As outlined above, your item must be returned in the same condition that you received it — unworn and unused, in its original case and packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved.
If approved, you’ll automatically be refunded through your original payment method within 10 business days. Please remember that it can take some time for your bank or credit-card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at contact@lenze.uk