Returns Policy

RETURNS POLICY

 

Change of Mind

(a)        We will only accept return of Lenzo product in new condition, unused and unopened, with the original receipt, within 14 days in exchange for a store credit to be used within 90 days. If we determine the product has been used or the packaging opened, we will not accept the return.

(b)        This policy is for full priced items only, refunds or exchanges are not permitted on sale items.

(c)        You will be responsible for all delivery charges associated with the order, including the delivery cost to receive your order and the return delivery cost. We will not be responsible for any items lost in the mail so recommend choosing a service with tracking.

Australian Consumer Law

(a)         Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

(b)         These terms and conditions will apply only to the extent to which they do not infringe the Australian Consumer Law.

Flowers

As flowers are a natural product:

(a)         we do not offer or provide returns or exchanges on these items if you change your mind after placing or receiving your order;

(b)         there may be variations to the reference images used on this website for any flowers you may order. Images provided on our website are for illustrative purposes only. We will not accept the return or exchange of any flowers due to any variation between the flowers you receive and reference images on this website; and

(c)         it is important to allow time for your flowers to settle after being transported as shipping can take a toll on our flowers. In this case, if you handle the flowers with care you may restore their condition. We cannot accept the return of any flowers damaged while in transit (to the maximum extent permitted by law). However, we will use reasonable efforts to assist you to contact the delivery service provider in this case.

Incorrect items

If you have received an item in error, please email us at hello@lenzo.com.au so that we can resolve the error for you as soon as possible.

 

Damaged goods

If you believe that the goods may be defective or damaged, please send an image to hello@lenzo.com.au and we will come back to you with a response as soon as possible.

How to return an item

(a)         If you wish to return a product, please email hello@lenzo.com.au and include your name, address, phone number, order number, date of delivery/collection and reason for the return.

(b)         If we agree in writing to a return of goods, you must:

(i)          post the goods to our warehouse in their original condition, in their original packaging and with all tags attached; and

(ii)         email us your receipt or proof of purchase, along with the return postage tracking number. If goods are posted to us without a tracking number, we will not issue a refund or send an exchange until the returned goods arrive at our warehouse.

(c)         You will be solely responsible for paying the shipping or postal costs for returning your goods unless the item is damaged, defective or incorrectly received.