Widerrufsrecht

Lost/Damaged Package & Missing Items Process

Your shipment must be inspected within 48 hours for damage or missing items, and LSA must be notified immediately. If we do not receive prompt notice of damage or missing items within 48 hours of receipt, the customer accepts responsibility for the condition and contents of the package.

Please go to our claim portal here to initiate the process of locating your package, handling any damaged materials claims, or sending out missing items.

Returns

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. Please note that a 20% restocking fee may apply and will be assessed on a per-order basis.

To be eligible for a return, your item must be in the condition in which it was received, unused, able to be resold, any protective material intact when applicable, and shipped back in its original packaging. The customer listed on the invoice must provide proof of purchase and receive approval of the return. 

To initiate a return, please go to our return portal here. If your return is accepted, we’ll send you a notification and next steps. Items returned without approval will not be accepted nor refunded. Please note that if you purchased redo at checkout, they will cover your return label, if not, you will be able to purchase your return label through the portal.

Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as custom products, digital goods, gift cards, equipment (*unless the subject of an approved warranty claim), or close out/clearance items. Preordered items are subject to a 5% cancellation fee. Please get in touch if you have questions or concerns about your specific item.

Exchanges
You can easily submit an exchange through our return portal here.

Right of Withdrawal

Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.

To exercise your right of withdrawal, click here: https://3e37aa.myshopify.com/apps/redo/returns-portal/login?withdraw=true

Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.

Refunds

If Order is a Return:
Once your return has been approved, received, and inspected for confirmation of condition, you will receive a notification and refund on the original payment method within 10 business days.  Please remember that it may take your banking institution up to FIVE business days to reflect the refund on your account. If more than 15 business days have passed since we’ve approved your refund, please contact us at Info@lonestaradhesive.com and we will promptly seek resolution of the matter.

If Order Has Not Yet Been Fulfilled:
If, at any time prior to fulfillment, a customer requests a cancellation of the order, LSA will issue the cancellation and refund on the original payment method promptly.  Please remember that it may take your banking institution up to FIVE business days to reflect the refund on your account. If more than 15 business days have passed since we’ve approved your refund, please contact us at Info@lonestaradhesive.com and we will promptly seek resolution of the matter.  Please Note: Preordered items are subject to a 5% cancellation fee.