This policy explains how to request the return, replacement, repair or refund of goods that are damaged, defective, incorrect, incomplete or otherwise not in conformity with the purchase contract.
A return or refund claim under this policy is not the same as exercising the statutory Right of Withdrawal.
If you are a consumer who simply changed your mind and wishes to withdraw from an eligible distance purchase, please refer to our dedicated Right of Withdrawal Policy, which explains the applicable deadline, conditions and procedure.
Nothing in this policy limits any mandatory rights granted to consumers under applicable law.
Commercial Warranty and Legal Conformity
LordsWorld is responsible for products that are defective, incorrect, damaged, incomplete or otherwise not in conformity with the sales contract, in accordance with applicable Italian and European consumer law.
Depending on the circumstances, the available remedy may include:
- repair;
- replacement;
- supply of missing components or quantities;
- a proportionate price reduction;
- termination of the contract and refund; or
- another solution expressly agreed between LordsWorld and the customer.
Repair or replacement will normally be considered before a price reduction or full refund where legally appropriate, feasible and proportionate. Consumer conformity remedies must be provided without charge where required by law.
A manufacturer’s or supplier’s commercial warranty may apply in addition to the statutory legal guarantee. Such a commercial warranty does not replace or reduce the consumer’s mandatory rights against LordsWorld as the seller.
How to Request a Return or Refund
You may submit a return or refund request through your LordsWorld customer account:
- open Product Returns, where available; or
- open Order History and select the relevant order.
You may include multiple affected products from the same order where the available return function permits it.
Alternatively, contact us at [email protected].
Please provide:
- your order reference;
- the affected product and quantity;
- the reason for the request;
- a clear description of the defect, damage, error or missing component;
- photographs or videos where useful;
- the product reference, serial number or batch number, where applicable; and
- any other information reasonably required to assess the request.
Please do not return goods before receiving return instructions, unless immediate action is reasonably necessary to prevent further damage or preserve your legal rights.
Return Authorisation and Process
After reviewing the request, LordsWorld will communicate the applicable procedure.
Return instructions may include:
- a return authorisation or reference;
- the applicable return address;
- packaging instructions;
- a prepaid return label, where available and applicable;
- a carrier collection arrangement;
- pallet or freight instructions;
- an eventual alternative return method; or
- another method expressly agreed between LordsWorld and the customer.
Each return label or authorisation is specific to the product, shipment, country and reason for return for which it was issued.
Products from different orders must not be combined into one return shipment unless LordsWorld expressly agrees otherwise.
Prepaid return labels are not available for every country, product or transport method.
Where an accepted defect, damage, incorrect supply or lack of conformity claim requires the goods to be returned, LordsWorld will arrange or bear the necessary and proportionate return costs where required by law. Consumer conformity remedies are to be provided without charge, including necessary postage or transport costs.
Damaged Goods
If goods arrive visibly damaged, opened, tampered with or with missing packages, please:
- record a detailed written reservation on the carrier’s delivery document;
- take photographs of the packaging, labels, damage and product;
- retain all packaging and protective material; and
- contact LordsWorld as soon as reasonably possible.
Prompt reporting allows LordsWorld to preserve evidence and open an investigation with the carrier.
Failure by a consumer to report visible damage immediately does not automatically extinguish mandatory rights concerning defective or non conforming goods.
Where transport was independently arranged by the customer under Standard - Customer Carrier Pickup From designated warehouse, the customer or appointed carrier should inspect the number and visible condition of the packages at collection and record any apparent issue on the collection document.
This does not affect LordsWorld’s responsibility for any defect or lack of conformity that existed before the goods were handed over.
Incorrect or Incomplete Orders
If you receive an incorrect product, model, variant, quantity or configuration, or if agreed components are missing, contact LordsWorld before installing, using or returning the product.
Where the error is attributable to LordsWorld, the appropriate corrective action and any necessary return transport will be handled without cost to the consumer where required by law.
Return Packaging
Returned goods must be packed appropriately for their dimensions, weight, fragility and selected transport method.
Where reasonably possible, use the original protective packaging, supports, pallet or crate.
The absence of original retail packaging does not automatically remove statutory consumer rights. However, damage caused by inadequate return packaging may be taken into account where legally permitted.
Heavy, fragile, technical or palletised goods may require specific packaging and securing instructions.
Refund Conditions
A refund may be issued where:
- termination of the sales contract is the applicable legal remedy;
- a proportionate price reduction is agreed or required;
- an incorrect charge must be corrected;
- a commercial return has been expressly accepted by LordsWorld; or
- another refund is required by law or agreed between the parties.
Returned goods may be inspected to verify:
- their identity and quantity;
- the reported defect, damage or discrepancy;
- their completeness;
- serial or batch information;
- installation or use factors, where relevant; and
- the appropriate remedy.
Inspection does not create an automatic testing, restocking or reconditioning charge for a consumer exercising mandatory legal rights.
Refunds will normally be issued using the payment method used for the original transaction, unless an eventual alternative method is available or another method is expressly agreed between LordsWorld and the customer.
After LordsWorld issues the refund, the time required for the funds to appear may depend on the customer’s bank, card issuer, payment facilitator or other financial intermediary.
Opened Bags, Granular Products and Used Goods
Opened, partially used, mixed, contaminated, repackaged or incomplete goods may require individual assessment.
For defective, incorrect or non conforming goods, opening the packaging does not by itself remove the customer’s legal rights.
For a change of mind withdrawal, eligibility and any diminished value assessment are governed exclusively by the Right of Withdrawal Policy.
For a discretionary commercial return where no mandatory legal right applies, LordsWorld may refuse goods that have been opened, used, mixed, contaminated, consumed, damaged or rendered unsuitable for resale.
Made to Order and Customised Goods
Made to order or customised goods remain covered by statutory rights concerning defects, incorrect supply and lack of conformity.
Any exclusion from a change of mind withdrawal is governed by the dedicated Right of Withdrawal Policy.
Where no mandatory return right applies, a discretionary commercial return of a made to order or customised product is subject to prior written acceptance by LordsWorld.
Buyer Error and Compatibility
If the wrong product, size, model, variant or specification was ordered because of information selected or supplied by the customer, this does not constitute a defect or lack of conformity where the product supplied corresponds to the order.
Any return accepted in such circumstances will be handled under the applicable Right of Withdrawal procedure or, where that right does not apply, under a separate commercial arrangement expressly agreed by LordsWorld.
Return transport costs are not automatically equal to the original delivery cost. They depend on the selected carrier, destination, weight, dimensions, packaging, accessibility and current transport rates.
For technical products or where compatibility is uncertain, customers are encouraged to contact LordsWorld before ordering.
Commercial Returns
LordsWorld may exceptionally agree to accept a return where no mandatory statutory or contractual return right applies.
Any such commercial return must be authorised in writing before the goods are dispatched.
The agreed conditions may concern:
- the return deadline;
- the condition and completeness of the goods;
- the return transport method and cost;
- inspection or handling requirements;
- a refund, replacement, credit note or other agreed solution; or
- an eventual alternative arrangement agreed between the parties.
Acceptance of one commercial return does not oblige LordsWorld to accept similar returns in the future.
Claims for Goods Marked as Delivered but Not Received
If an order is marked as delivered but has not been received, contact LordsWorld as soon as possible at [email protected].
Please include:
- the order reference;
- the tracking number, where available;
- the delivery address; and
- confirmation that household members, neighbours, reception personnel and any indicated safe place have been checked.
Customers are requested to report non receipt within 15 working days of the delivery status update because carrier evidence and investigation procedures may be subject to operational time limits.
This 15 working day period is an operational reporting request and does not automatically extinguish any mandatory consumer right solely because the matter is reported later.
Customer Support
LordsWorld provides personalised assistance for returns, defects, incorrect goods and refunds.
Contact:
LORDSWORLD SRLS UNIPERSONALE
Returns and refunds: [email protected]
Delivery and non receipt claims: [email protected]
Last updated: 29 July 2026.