Refund policy

PART 1 — LEGAL RIGHT OF WITHDRAWAL (EU Customers)

If you are a consumer located in the European Union, you have the right to withdraw from your purchase without giving any reason, in accordance with EU Directive 2011/83/EU.

Withdrawal period: You have 14 days to withdraw from your contract. This period begins on the day you (or a third party you designate, other than the carrier) receive the goods. If your order contains multiple items delivered separately, the 14-day period starts from the day you receive the last item.

How to exercise your right: To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g., via your customer account or by contacting our support team). You may use the model withdrawal form below, but it is not obligatory.

Model Withdrawal Form: (Complete and return this form only if you wish to withdraw from the contract)

To L'Azul, () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods: — Ordered on ()/received on (): — Name of consumer(s): — Address of consumer(s): — Signature of consumer(s) (only if this form is notified on paper): — Date: () Delete as appropriate.

Effects of withdrawal: If you withdraw, we will reimburse all payments received from you, including the cost of standard delivery (except for any additional costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us). We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back or hand over the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us.

Exceptions to the right of withdrawal: The right of withdrawal does not apply to:

  • Goods made to your specifications or clearly personalised.
  • Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g., certain beauty or underwear items).
  • Goods which have become inseparably mixed with other items after delivery.

PART 2 — VOLUNTARY RETURN POLICY

In addition to your legal rights, L'Azul offers the following voluntary return conditions:

1. Return period We accept returns of most items in new condition within 14 days of receipt, subject to the conditions below. You can initiate a return or cancellation request directly through your customer account.

2. Eligible items Items must be unused, unwashed, undamaged, and returned with original labels, packaging, and all accessories.

Non-returnable items (voluntary policy):

  • Bodysuits, lingerie, jewelry, beauty products, underwear, event and party supplies, DIY products, pet supplies and accessories (does not apply to scarves and bags) — unless covered by your legal right of withdrawal above.
  • Items marked as non-returnable.
  • Promotional gifts and free items.
  • Personalised items (cancellation of personalised orders is also not supported).

Category-specific conditions:

  • Shoes, bags and luggage: Must be new, unworn, undamaged, with original labels, boxes, and all accessories. Shoes may only be tried on a soft, clean surface.
  • Furniture: Must be unused, undamaged, and in original packaging including all accessories, manuals, and parts.
  • Electronics (mobile phones, laptops, tablets, projectors, etc.): Must be returned in original condition with all accessories, manuals, and original packaging. Please delete all personal data before returning.
  • Other categories: Must be returned in factory-new condition in original packaging.

3. Return costs Returns are free for your first return of one or more eligible items per order within the voluntary return period. For second and subsequent returns of the same order, a shipping fee of €4.99 will be deducted from your refund.

4. Refund processing Refunds are typically processed within 3–14 business days after the returned items have been received and inspected. Refunds will only be issued once items are confirmed to meet the conditions in Section 2.

Note: Do not return packages to the address on your original shipping label — this is not the return address. If reusing original packaging, please remove or cover the old shipping label.