Returns, refunds and product guarantees

These terms apply to consumer purchases from lazenne.com. They do not limit any mandatory rights that apply to your purchase.

Change-of-mind returns

You may return your order without giving a reason. Request a return within 14 days of delivery from your customer account or by emailing contact@lazenne.com. Include your order number or other proof of purchase and a clear statement that you wish to return the goods. For goods from one order delivered separately, the period begins when the last item is delivered. If the deadline falls on a weekend or public holiday, it extends to the next working day where required by applicable law.

Full-price items, sale items and discounted packs are eligible under the same conditions. You then have a further 14 days after telling us to send the goods back. Your timely notice is sufficient; you do not need our approval to exercise your withdrawal right.

Returning the goods

We will provide the return address and practical instructions. Please pack the goods securely and include all parts of the product you are returning. Keep proof of postage. Original packaging is helpful but is not an absolute condition of your withdrawal right.

You may inspect the goods as you would in a shop. Where the law permits, we may account for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. You pay the direct cost of return postage for a change-of-mind return. This does not apply to a valid faulty-product claim.

Refunds

We refund the amount paid for the returned goods. If you withdraw from the whole order, we also refund the cost of our least expensive standard delivery option. Any extra charge for an upgraded delivery option is not refundable under this change-of-mind policy.

We refund using the original payment method, unless you expressly agree otherwise without extra cost, within 14 days after receiving your withdrawal notice. We may withhold the refund until we receive the goods or you provide evidence that you have sent them back, whichever happens first. If an issued refund has not appeared, check with your payment provider and contact us for help.

Faulty products and cooler warranty

If a product is faulty or does not match its description, contact us at contact@lazenne.com with your order details and a description of the problem. Photos, where available, help us assess it. Your applicable legal remedies may include repair, replacement, a price reduction or a refund. We bear the necessary return costs for a valid faulty-product claim.

The Lazenne wine coolers also retain their three-year manufacturer's warranty for manufacturing defects: we repair or replace the affected cooler. This additional warranty is separate from change-of-mind returns and does not replace or shorten your statutory rights.

Additional product-only cover: Wine Check and WineCush

If a bottle breaks while you are using your Wine Check or a WineCush sleeve, contact us with your order details and a description of what happened; photos, where available, help us assess the claim. Under this voluntary cover, we refund the price paid for the Wine Check product, or replace the affected WineCush sleeve.

This additional contractual cover concerns the Lazenne product only. It does not include reimbursement or replacement of wine or bottles. This limitation applies only to the voluntary cover; it does not restrict mandatory consumer remedies or any liability that applies independently under the law.

Terms applicable to earlier purchases

Guarantee claims are assessed against the terms advertised when the order was placed. These terms do not remove any more favourable promise made for an earlier purchase.