Return Policy

Right of Withdrawal

When a consumer purchases a product, they have the right to cancel the agreement without providing a reason within 14 days. The withdrawal period begins on the day after the consumer or a representative designated by the consumer receives the product.

During the withdrawal period, the consumer must handle the product and its packaging with care. The consumer may only unpack or use the product to the extent necessary to determine whether they wish to keep it. If the consumer exercises their right of withdrawal, they must return the product along with all delivered accessories and – if reasonably possible – in its original condition and packaging to the seller, following the reasonable and clear instructions provided by the seller.

If the consumer wishes to exercise their right of withdrawal, they must notify the seller within 14 days of receiving the product. This must be done in writing or by email. After notifying the seller, the consumer must return the product within 14 days. The consumer must be able to prove that the product was returned on time, for example with a shipping receipt including track & trace.

You Received the Wrong Product

We're all human, right? Even though we double-check everything, it may happen that we send you the wrong product. No problem! Just send us a photo of the incorrect product at info@lena-designs.com and our customer service team will review it and assist you further.

You Received a Damaged/Defective Product

Although quality is one of our top priorities, it may accidentally happen that a damaged product is sent. In this case, you do not need to return the product. You may keep it or dispose of it. Simply send us an email at info@lena-designs.com with your order number and a clear photo of the damaged product. If we can see from the photo that the product is indeed damaged, we will send you a replacement free of charge as soon as possible. Do you meet these conditions? Then send us an email at info@lena-designs.com.

We Do Not Accept Returns or Exchanges If:

  • The product has been used or damaged
  • This applies to underwear, masks, hygiene, and beauty products
  • The product has been customized or altered
  • The product(s) are defective in their original and sellable condition, unless the defect is our fault
  • The product(s) are not in their original packaging

Return Shipping Costs

You are responsible for the shipping costs when returning the product.

Return shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from your refund.

Company Information

Company Name: Bagus Commerce Limited
Company Address: UNIT2223, 22/F, YAN'S TOWER,
25 - 27 WONG CHUK HANG ROAD,
ABERDEEN HONG KONG
Registration Number: 76123676
Contact Information: info@lena-designs.com