Refund policy

At LOZANÍA BRAND, we want your purchase to be as simple as possible. Below you will find all the information regarding exchanges, returns, costs, deadlines, and incident management.

1. GENERAL DEADLINES AND CONDITIONS

You have a period of 14 calendar days from receipt of the order to request an exchange or exercise your right of withdrawal.

Once this period has elapsed, no exchanges or returns will be accepted, except in cases where the legal guarantee or consumer rights recognized by current legislation apply.

In order for us to accept an exchange or return, the garments must:

Retain their original tags.
Be in the same condition in which they were received.
Be unworn, unwashed, and unstained.
Retain the product label and return label where applicable.

The customer will be liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics, or functioning.

SPECIAL PRICES

Items identified as Special Prices are subject to specific commercial terms.

For these items, returns will be managed via a store voucher for the same amount as the returned garment, with no expiration date, in accordance with the terms informed during purchase.

This commercial condition does not limit the statutory rights corresponding to the consumer, including the right of withdrawal when applicable.

2. EXCHANGES

2.1. SIZE OR COLOR EXCHANGE

A single exchange per order is permitted, provided it is for a size or color exchange of the same garment.

If the customer wishes to make a new exchange for a garment that has already been previously exchanged, it must be processed as a return and, if desired, a new order can be placed.

Cost of exchange:

The first exchange is free.
Exchanges are always subject to availability of the requested new size or color.

2.2. HOW TO MAKE AN EXCHANGE?

The exchange must be requested in advance through the LOZANÍA BRAND returns portal.

Once the request is completed, the customer will have a maximum period of 4 days to drop off the package at the corresponding Post Office.

The customer must personally deliver the package to their nearest Post Office, following the instructions provided during the exchange management.

Garments must be sent:

In their original packaging whenever possible.
Properly protected.
With the package securely sealed.
Complying with the conditions specified in the general conditions section.

To receive the exchange as soon as possible, we recommend dropping off the package at the Post Office as soon as possible.

Once the package is delivered to the Post Office, we will begin managing the preparation of the new order.

Once the garment is received at our facilities and its condition is reviewed by our warehouse team, we will proceed to generate the new order with the requested size or color, provided there is availability.

The new order will be shipped as soon as possible.

2.3. UNCOMPLETED PICKUP

When the selected management method involves home pickup and the customer is absent from the indicated address, the transport company may contact the customer to reschedule the pickup.

If, after this second attempt, the package still cannot be picked up, the transport agency may offer the possibility of depositing it at a delivery point.

LOZANÍA BRAND will not be responsible for delays or incidents arising from the actions of the transport company, without prejudice to the rights corresponding to the consumer under applicable legislation.

For international shipments, the customer will be responsible for any potential costs, taxes, or customs procedures corresponding to the shipment or return when legally attributable to them.

3. RETURNS

3.1. DEADLINE

The customer has 14 calendar days from receipt of the order to exercise their statutory right of withdrawal.

The return must be requested within this period through the system enabled by LOZANÍA BRAND.

Furthermore, the commercial return conditions indicated on this page will apply provided they do not contradict the consumer's legally recognized rights.

3.2. RETURN CONDITIONS

Garments must be returned in the same condition in which they were received.

Unless there is a lack of conformity or defect, the following will not be accepted:

Worn garments.
Washed garments.
Stained garments.
Garments damaged by use other than what is necessary to verify their characteristics.
Garments without their original tags.

3.3. HOW TO MAKE A RETURN?

Once the request is initiated through the returns portal, the customer must select the return method available for their region.

The package must be deposited at the designated drop-off point within a maximum of 4 days from the return request.

Garments must be sent properly prepared, protected, and with the package securely sealed to ensure proper receipt.

For each additional garment included in the same return request, an additional fee of €1 per item will apply, where applicable according to the selected return method.

3.4. REVIEW AND REFUND

Once the package is received at our facilities, LOZANÍA BRAND will have a period of 7 calendar days to inspect the condition of the items and process the request.

Once the return is approved, the customer will receive a confirmation email.

The refund will generally be processed using the same payment method used for the purchase, unless another method has been expressly agreed upon and does not incur any cost to the customer.

In cases exercising the statutory right of withdrawal, the refund will be made according to the timeframes and conditions established by applicable regulations.

The timeframe for the amount to reflect in your bank account will depend on the processing times of the bank or corresponding payment provider.

4. RETURN METHODS AND FEES

All returns must be managed in advance through the LOZANÍA BRAND returns portal, regardless of the chosen method.

MAINLAND SPAIN

Return at physical store — FREE
You can make a return free of charge at our physical store:
LOZANÍA BRAND
Calle Cerrajería 12
Casco Histórico
41004 Seville
Before dropping off the order in store, it is mandatory to process the request beforehand via the returns portal. Store returns that have not been registered in advance through the proper procedure will not be accepted.
Drop-off point return — €6.95
You can return the package by depositing it at the designated drop-off point after completing the request through the returns portal.
Cost: €6.95.
Home pickup return — €7.95
You can also request package pickup directly at the address specified during return processing.
Cost: €7.95.

5. BALEARIC ISLANDS, CEUTA, AND MELILLA

Drop-off point return — €7.95
You can deposit the package at the designated drop-off point after completing the request through the returns portal.
Cost: €7.95.
Home pickup return — €10.95
You can request package pickup directly at the address specified during return processing.
Cost: €10.95.

All returns must be managed in advance through the returns portal.

6. PORTUGAL

Home pickup return — €10.95

Returns from Portugal will be managed via home pickup.
Cost: €10.95.
The request must be made in advance through the returns portal.

7. CANARY ISLANDS AND INTERNATIONAL

To process a return from the Canary Islands or other international destinations, it will be necessary to complete the return form available on our website and follow the provided instructions.

For international shipments, the customer will be responsible for any potential expenses, taxes, duties, or customs procedures that legally apply to the shipment or return when attributable to the customer.

8. PHYSICAL STORE RETURNS

Purchases made online can be returned at our physical store in Seville, provided the return has been requested in advance through the returns portal.

LOZANÍA BRAND
Calle Cerrajería 12
Casco Histórico
41004 Seville

Opening hours:
Monday to Saturday: 10:00 – 21:00
Sunday: Closed

Returns at the physical store are free of charge.

9. DEFECTS, FAULTS, OR LACK OF CONFORMITY

If you consider that the garment has a flaw, defect, or lack of conformity, please contact us as soon as possible so we can review the incident and offer the appropriate solution.

To facilitate management, we recommend communicating the incident within 48 hours following receipt of the order and providing photographs or any other information that allows evaluating the issue.

However, this 48-hour timeframe is merely a recommendation to facilitate incident handling and does not limit or replace consumer statutory rights regarding guarantee and lack of conformity.

How to report an incident?

You can manage it through the returns portal:

Access the returns portal.
Select whether you wish to process an exchange or a return.
Indicate "flaw" or "defect" as the reason.
Follow the steps indicated on the platform.
Provide, where necessary, photographs or information regarding the incident.

Once the request is received, our team will review the case and provide the appropriate solution in accordance with applicable regulations.

Solutions in case of lack of conformity may include, as appropriate, repair, replacement, price reduction, or termination of the contract, in accordance with current legislation.

10. SHIPPING COSTS AND CUSTOMS

In case of a voluntary return, the return costs specified on this page for each region and return method will apply.

Any potential customs management costs, duties, import taxes, or other expenses derived from international operations will be the responsibility of whoever must legally assume them.

Under no circumstances will LOZANÍA BRAND be responsible for customs costs or procedures corresponding to the customer due to the destination of the order or return.