Refund policy
Right of Withdrawal
You have the right to withdraw from this contract within fourteen (14) days without giving any reason.
The withdrawal period expires fourteen days from the day on which you, or a third party designated by you (other than the carrier), takes possession of the goods.
To exercise your right of withdrawal, please contact us at:
E-mail: lenagrandofficial@gmail.com
You must inform us of your decision to withdraw from this contract by means of a clear statement (e.g. by e-mail or postal mail).
To meet the withdrawal deadline, it is sufficient that you send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Returns
We offer a 14-day return policy. This means 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 that you received it: unworn, unused, with tags attached, and in its original packaging. You will also need your receipt or other proof of purchase.
To initiate a return, please contact us first at:
If your return is accepted, we will provide you with return instructions and a return shipping label, including information on where to send your package.
Please note that returns sent without prior authorization will not be accepted.
If you have any questions regarding a return, feel free to contact us at lenagrandofficial@gmail.com.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you have received the wrong item. This allows us to evaluate the issue and resolve it as quickly as possible.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom-made or personalized products
- Personal care products (such as beauty products)
- Hazardous materials, flammable liquids, or gases
If you have any questions about a specific item, please contact us before placing your order.
Unfortunately, we cannot accept returns for sale items or gift cards.
Exchanges
The fastest way to receive the item you want is to return the item you have received. Once your return has been accepted, you may place a separate order for the new item.
European Union – 14-Day Withdrawal Period
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days without providing any reason.
To qualify for a return, the item must be in the same condition in which you received it: unworn, unused, with tags attached, and in its original packaging. Proof of purchase is also required.
Refunds
Once we have received and inspected your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed automatically to your original payment method within 14 business days.
Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not yet received it, please contact us at: lenagrandofficial@gmail.com