Returns Policy

Returns

Lwazi's returns policy applies to all clothing purchases made on our online platform. All returned items will be checked upon arrival and will only be accepted for exchange or return if they meet the conditions described below.

Reasons for Return:

  1. Wrong Product: If you receive a product that is different from what you ordered, including variations in color, size or style, you have the right to request a return or exchange for the correct product.
  2. Defect or Anomaly: If the clothing has manufacturing defects or damage, you must return it. We recommend that you take photos or videos of the problem and send it along with the completed return form to our customer support team.
  3. Order Error: If you ordered the wrong clothing, contact our customer support team and complete the return form, selecting "Order Error".
  4. Wrong Address: If you provide a wrong address, Lwazi and the carrier are not responsible. Always confirm the details before submitting the order. If you notice the error in time, contact us to change the delivery address.
  5. Delivery Date: Delivery dates may vary due to festive seasons or holidays. We ask for your understanding in case of small delays.
  6. Damaged Package: If the package is visibly damaged, refuse delivery, take photographs and contact us with the completed return form.
  7. Damaged Product: If the clothing has visible damage (rips, stains, defective seams), return it taking photographs or videos as proof and contact us with the completed return form.
  8. Product Does Not Match the Image on the Website: If the clothing does not match the image on the website, contact us to resolve the situation.
  9. Other: If none of the above reasons apply, please describe the reason in the comments field of the return form. Our team will verify the validity of the reason described.

Return Process:

  • The customer must return the clothing within 14 days from the date of receipt.
  • Complete the return form available "here" and have the invoice and proof of order in your possession.
  • Send the completed form by email to supportcliente@lwazit.pt , together with any photographic or audiovisual proof of the reason for the return.
  • Enter your preferred shipping method: collection by DPD carrier or delivery to a DPD collection point.

Upon receipt of the clothing, we will analyze the status and reason for the return and send an email confirming receipt and the status of the process.

Order Cancellation:

  • The customer can cancel the order at any time before delivery, with the right to a full refund.
  • Failure to pay for the order within 1 day will result in automatic cancellation.
  • Lwazi reserves the right to cancel orders due to programming errors or technical malfunctions.

Reimbursement:

  • Refunds will be made via digital payment, depending on the customer's preference.
  • In case of damaged clothing or with manufacturing problems, Lwazi will arrange collection at no additional cost.
  • The refund will be made after the condition of the clothing has been checked by our technical team.
  • Refunds will be processed within 14 days of receipt and analysis of the garment.

Exceptional Cases:

  • We do not accept returns on clothing that has been worn, washed or altered.
  • We do not accept returns of clothing without tags or with signs of use.
  • We do not accept returns of clothing that reveal misuse after technical analysis.

Clarifications:

If you have any questions, please contact our customer support team via email apoiocliente@lwazi.pt.

Do not send products without first contacting our support team.