Refund policy
Return and Refund Policy
This Return and Refund Policy applies to orders placed through our online store Lyra at https://try-lyrashop.com.
The store is operated by:
RTA SIRIUS LLC 2105 VISTA OESTE NO, SUITE E #3414 Albuquerque, NM 87120 United States
Customer service: kundenservice@try-lyrashop.com
1. Right of Withdrawal
You have the right to withdraw from your order within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you, or a third party named by you, received the goods.
To exercise your right of withdrawal, please contact us by email at: kundenservice@try-lyrashop.com
Please include your order number, your full name, and the email address you used when placing the order.
2. Return of the Goods
After exercising your right of withdrawal, you must return the goods without undue delay and no later than 14 days from the day of notification.
Returns should be sent to the following address:
Lyra Retouren Lindauer Straße 48 80339 Munich Germany
Please do not send returns to the company's US business address.
The direct costs of returning the goods are borne by the customer, except where the item is defective, damaged, or was delivered in error.
3. Condition of Returned Items
Returned items must be sent back complete, clean, and, where possible, in their original packaging.
You may inspect the item as you would be able to in a physical store. However, if an item loses value through use beyond such inspection, we may claim reasonable compensation for the loss in value.
4. Refund
After receiving and inspecting the return, we will inform you by email whether the refund is accepted or declined.
If the return is accepted, the refund will be issued using the same payment method you used when placing the order.
The refund will be made no later than 14 days from the day on which we were informed of your withdrawal. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods.
In the case of a full withdrawal, we will refund the purchase price as well as the standard shipping costs of the original order. Additional costs resulting from a more expensive shipping method will not be refunded.
5. Defective, Damaged, or Incorrect Items
If you have received a defective, damaged, or incorrect item, please contact us as soon as possible at: kundenservice@try-lyrashop.com
Please send us the following information:
- Your order number
- A brief description of the problem
- Photos of the damaged, defective, or incorrect item
- A photo of the packaging, if relevant
After review, we will offer you, depending on the case, a replacement, repair, refund, or another appropriate solution.
Your statutory warranty rights remain unaffected by this.
6. Exceptions to the Right of Withdrawal
The right of withdrawal does not exist or may be limited for:
- Goods made to customer specifications or clearly personalized to individual needs;
- Sealed goods which are not suitable for return for reasons of health protection or hygiene, if the seal was removed after delivery;
- Goods that are liable to deteriorate rapidly or whose expiration date would quickly be exceeded.
These exceptions apply only to the extent permitted by law.
7. Exchange
If you would like to exchange an item, please contact us first by email at: kundenservice@try-lyrashop.com
We will then check whether an exchange is possible.
8. Uncollected or Undeliverable Orders
If an order cannot be delivered due to an incorrect, incomplete, or unreachable address, please contact us by email.
Depending on the situation, additional costs for redelivery may apply.
9. Contact
For any questions regarding returns, refunds, or defective items, you can reach us at: kundenservice@try-lyrashop.com