Refund & Returns Policy
At Lost Cowboys, many of our products are handcrafted and/or produced specifically for each project. Please read the following return conditions carefully before placing your order.
Standard Products
For standard, non-customised products purchased by consumers within the European Union, you have the right to withdraw from your purchase within 14 days after receiving the goods, where the statutory right of withdrawal applies.
Products must be returned unused, undamaged and, where reasonably possible, in their original packaging.
Please contact us at info@lostcowboys.com before returning any products. Return shipping costs are the responsibility of the customer unless the product was delivered incorrectly or arrived damaged.
Custom-Made & Personalised Products
Products that are manufactured, cut, finished or otherwise personalised according to the customer’s individual specifications cannot be cancelled or returned once production has started, insofar as the statutory exception to the right of withdrawal applies.
This includes, for example:
- custom-sized metal panels, doors and drawer fronts;
- products manufactured to customer-supplied dimensions;
- bespoke metal finishes or configurations specifically produced for the customer.
Where applicable, the customer will be clearly informed before purchase that the product is made to their specifications and that the statutory right of withdrawal does not apply.
Made-to-Order Products
A product being described as “made to order” does not automatically mean that the right of withdrawal is excluded. If a product is made after ordering but is otherwise a standard product that is not personalised to the customer’s specifications, normal statutory consumer withdrawal rights may still apply.
Handcrafted Finishes
Our metal surfaces and patina finishes are handcrafted. Natural variations in colour, texture, pattern and patina are characteristic of the material and production process.
Such variations are part of the intended appearance of the product and are not considered defects.
Damaged or Incorrect Products
Please inspect your order immediately upon delivery.
If an item arrives damaged or you receive an incorrect product, contact us as soon as possible at info@lostcowboys.com, preferably including photographs of the product and packaging.
We will assess the situation and arrange an appropriate solution, such as replacement, repair or refund where applicable.
Refunds
Once an eligible return has been received and inspected, we will process the refund using the original payment method.
Refunds will be made in accordance with applicable consumer law. Depending on your bank or payment provider, it may take several additional business days before the amount appears in your account.
Return Address
Please do not return products without contacting us first.
After your return request has been accepted, we will provide you with the appropriate return instructions and return address.
Contact
Lost Cowboys B.V.
P.O. Box 6
1260 AA Blaricum
The Netherlands
Email: info@lostcowboys.com