Returns and right of withdrawal

1. At a glance

• Returns accepted up to 30 days after delivery, directly from the app.

• Return label provided.

• Refund to your original payment method once your parcel has been received and checked.

• Free cancellation while your order status is "Paid".

2. Statutory right of withdrawal (14 days)

Under EU Directive 2011/83/EU and Book VI of the Belgian Code of Economic Law, you have the right to withdraw from the contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, take physical possession of the last item in your order.

To exercise the right of withdrawal, you must inform us of your decision by a clear statement: using the "Request a return" button in the app, by email to [E-MAIL SUPPORT], or by post to [ADRESSE DU SIÈGE]. You may use the model withdrawal form below, but it is not obligatory.

3. Our 30-day returns policy

LYSAR goes further than the law requires: you can return all or part of your order up to 30 days after delivery. This commercial policy is in addition to your statutory right of withdrawal and does not limit it in any way.

4. How to return an item

1. Open "My orders" and select the order.

2. Tap "Request a return", choose the items and give a reason (optional).

3. You will receive a return label. Pack the items carefully, preferably in their original packaging, and stick the label on the parcel.

4. Drop the parcel off at a drop-off point of the carrier shown (for example a bpost point) within 14 days of your return request.

5. You can follow the progress of your return in the app.

5. Condition of returned items

Items must be returned complete, with their tags attached, unworn (other than trying on), unwashed and undamaged. You may handle the items as you would in a shop to establish their nature, characteristics and fit.

You may be liable for any diminished value of the items resulting from handling beyond what is necessary to try them on; in that case, the refund may be reduced accordingly.

For hygiene reasons, sealed items such as underwear, swimwear or earrings cannot be returned if their protective seal has been removed (Art. VI.53, 5° of the Code of Economic Law).

6. Refunds

We will refund the price of the returned items and, if you withdraw from the whole order, the original delivery charge (up to the cost of the least expensive standard delivery we offer).

Refunds are made to the payment method used for the order (card, Bancontact or Google Pay), at no cost to you, once the parcel has been received and checked, and no later than 14 days from the day we were informed of your decision to withdraw. We may withhold the refund until we have received the items back.

How quickly the refund appears in your account then depends on your bank (usually 5 to 10 working days).

7. Return costs

The return label is made available to you in the app. If a return charge applies, the amount will be clearly shown before you confirm your return request and will be deducted from your refund. If you choose to send the parcel back by your own means, you will bear the shipping costs.

Returns of faulty or non-conforming items are always free (see the legal guarantee below).

8. Faulty items – 2-year legal guarantee

Independently of the right of withdrawal, you benefit from the 2-year legal guarantee of conformity from delivery. If an item is faulty or does not match your order, contact us at [E-MAIL SUPPORT] with your order number and a photo: we will offer you a replacement, repair or refund free of charge.

9. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To LYSAR [FORME JURIDIQUE], [ADRESSE DU SIÈGE], email: [E-MAIL SUPPORT]:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

– Ordered on (*)/received on (*):

– Order number:

– Name of consumer(s):

– Address of consumer(s):

– Signature of consumer(s) (only if this form is notified on paper):

– Date:

(*) Delete as appropriate.