Refund policy
14-DAY RIGHT OF RETURN
You can return goods bought in our online store within 14 days of receiving your parcel, without giving a reason.
Returned goods must be undamaged, with all tags attached. Please send them back in the original Lobos packaging (which is not the shipping box), packed so that nothing is damaged in transit (place straps and chains inside the bag or secure them so that they do not damage or leave marks on the leather).
To make a return, notify us by email at info@lobosbags.com, then send back the unused goods together with the completed return form, which you can download here.
PERSONALIZED PRODUCTS
A product with embossed initials is made to your individual order. Under Article 38(1)(3) of the Polish Consumer Rights Act of 30 May 2014, the right to withdraw from the contract does not apply to such a product from the moment you confirm the letters to be embossed. A personalized product therefore cannot be returned or exchanged. This applies to the whole product, for example the bag together with its tag or pin.
Other products from the same order can be returned under the rules described on this page. The lack of a right of return does not limit your right to file a complaint. Details can be found in the Personalization Terms and Conditions.
FREE INPOST PACZKOMAT® RETURN (FOR RETURNS WITHIN POLAND)
If you would like to use the free Paczkomat® return:
1. Click the link below and follow the instructions on the page:
https://szybkiezwroty.pl/pl/lobos
2. Remove the old label from the box and attach the new one.
3. Put the return form and the products you want to return in the box your order came in. Remember to include the return form and to protect the returned products properly.
4. Take the parcel to any Paczkomat® locker.
RETURN AT YOUR OWN EXPENSE
If you cannot or do not want to use the free Paczkomat® return, you can send the goods back to us at your own expense. Please note that we do not accept cash-on-delivery parcels. The cost of sending the return is not refunded.
Return address:
LOBOS - ZWROTY
Mieczysława Medweckiego 17
31-870 Kraków, Poland
+48 502 264 158
Customs duties and taxes outside the European Union are not included. Please note that shipping costs, duties and taxes are not refunded by Lobos. You may, however, be able to recover duties and taxes by contacting your local customs authority directly. We do not cover any additional fees charged by local banks or any additional shipping fees incurred on the original shipment.
CANCELLATION
If your order has not been shipped yet, you can cancel it at no extra cost. You will receive a full refund.
Exception: a personalized product cannot be canceled after you have confirmed the letters to be embossed. Until then, you can cancel just the personalization or the whole order.
To cancel your order, email us at info@lobosbags.com and we will confirm within 24 hours.
REFUNDS
We process returns within 2 business days of their arrival at our warehouse. In peak periods this may take up to 7 business days. As soon as your return is accepted, we will send the refund request to our bank and let you know by email.
The time it takes to receive your refund depends on the payment method:
Credit card: our bank will refund you within 7 business days of confirmation. How long it takes for the funds to reach your account depends on your card issuer.
TPAY: our bank will refund you within 7 business days of confirmation. How long it takes for the funds to reach your account depends on your bank.
PRZELEWY24: our bank will refund you within 7 business days of confirmation. How long it takes for the funds to reach your account depends on your bank.
Cash on delivery: you will see the refund in your account within 7 business days of confirmation.
COMPLAINTS
To file a complaint, fill in the complaint form, which you can download here, and send it to info@lobosbags.com. We will reply within 24 hours.