Refund policy

Last updated: November 12, 2026

Right of withdrawal

You have the right to withdraw from your purchase 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 goods. If you ordered several products in one order and they are delivered separately, the period starts on the day you receive the last product.

How to return: contact us first

Every return starts with an email. Please do not send anything back before you have contacted us.

  1. Email us at info@lagando.com before the withdrawal period has expired. Include your order number, the products you want to return and, if you like, a short note on why. You do not have to give a reason, but it helps us improve. You may also use the model withdrawal form below.
  2. We confirm your return by email and send you the instructions: where to send the products and how to pack them.
  3. Send the products back following those instructions, without undue delay and no later than 14 days after you told us you are withdrawing.

Important: we can only accept returns that have been registered with us first. Parcels sent back without contacting us beforehand cannot be accepted, because we cannot link them to an order and they may not reach the right address. Always email us first, and we will make sure your return is handled quickly.

Return costs

The direct cost of returning the products is paid by you. We recommend using a tracked shipping method, as you are responsible for the parcel until it reaches the return address we give you.

Please handle the products only as you would in a shop to establish their nature and characteristics, and return them complete and in their original packaging where possible. You are liable for any diminished value of the products resulting from handling beyond what is necessary.

Hygiene exception

For health protection and hygiene reasons, the right of withdrawal does not apply to sealed skincare products that have been unsealed after delivery. Unopened products with an intact seal can always be returned within the withdrawal period.

Refunds

We refund all payments received from you, including the standard delivery costs of your order, within 14 days of the day we are informed of your withdrawal. If you chose a more expensive delivery method than our least expensive standard delivery, we do not refund the additional cost. We may withhold the refund until we have received the products back or you have supplied proof of having sent them, whichever is earliest. We use the same payment method you used for the original order, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

Damaged, defective or incorrect items

If your order arrives damaged, defective or is not what you ordered, please email us at info@lagando.com as soon as possible, with your order number and a photo of the product and packaging. Please do not send the product back before we have replied. We will send a replacement or refund you, at our cost, and let you know if and where the product needs to be returned. This does not affect your statutory rights regarding non-conforming goods.

Customers in the United Kingdom and the United States

The same 14-day return policy applies to orders delivered to the United Kingdom and the United States. Customers in the United Kingdom have these rights under the Consumer Contracts Regulations 2013. Any import duties or taxes charged by customs cannot be refunded by us; you may be able to reclaim them from your local customs authority.

Model withdrawal form

(Complete this form and email it to info@lagando.com only if you wish to withdraw from the contract. This is not a return address: after receiving your form, we will send you the return instructions.)

To: Lagando, Herenweg 208, 1934 BE Egmond aan den Hoef, The Netherlands, info@lagando.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Order number:
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.