Refund policy

Returns, Right of Withdrawal and Refund Policy

Last updated: 1 August 2026

This Policy governs:

  • the statutory right of withdrawal granted to Consumers;

  • the commercial extension of the return period up to 30 days;

  • the return of incorrect, incomplete, damaged or non-conforming products;

  • refund and replacement procedures.

Online sales made through www.dotout.com are concluded with:

LUNAR SPORT S.R.L.
Registered office: Via Gianfranco Miglio 2, 21045 Gazzada Schianno (VA), Italy
VAT number and Tax Code: 03030530129
Economic and Administrative Register No.: VA-315003
Telephone: +39 0332 816961
E-mail: info@dotout.com
Certified e-mail address, PEC: lunarsport@pec.lunarsport.com

Hereinafter also referred to as “Lunar Sport” or the “Seller”.

This Policy supplements the General Terms and Conditions of Sale published on the website.

Mandatory rights granted to Consumers under applicable law remain unaffected.

1. Statutory right of withdrawal and commercial extension

Lunar Sport grants:

  • the statutory right of withdrawal within 14 calendar days from delivery;

  • a voluntary commercial extension of the return period up to 30 calendar days from delivery.

During the first 14 days, the provisions governing the statutory right of withdrawal apply.

From the 15th to the 30th day, the additional commercial terms set out in this Policy apply.

The commercial extension does not replace or limit the statutory right of withdrawal.

2. Who may exercise the right of withdrawal

The statutory right of withdrawal is granted to the Consumer, meaning a natural person who purchases for purposes unrelated to their business, commercial, craft or professional activity.

The statutory right of withdrawal does not apply to purchases made by Professional Customers in the course of their activity, unless otherwise agreed in writing or granted commercially by the Seller.

3. Deadline for communicating withdrawal

The Consumer may withdraw from the Contract without giving any reason and without penalty within 14 calendar days.

The period begins on the day on which the Consumer, or a third party designated by the Consumer other than the carrier, takes physical possession of the product.

In the case of:

  • multiple products ordered together and delivered separately, the period begins upon delivery of the final product;

  • a product consisting of multiple lots or pieces delivered separately, the period begins upon delivery of the final lot or piece.

To meet the deadline, it is sufficient to send the withdrawal communication before the 14-day period expires.

4. How to request withdrawal or a return

The Consumer may communicate their decision through one of the following channels:

  • the online withdrawal function, where available on the website;

  • the returns portal available on the website;

  • an e-mail sent to info@dotout.com;

  • the model withdrawal form included in the General Terms and Conditions of Sale;

  • any other explicit statement clearly indicating the decision to withdraw.

The communication should contain:

  • first name and surname;

  • order number;

  • product or products concerned;

  • size, colour and variant;

  • date of receipt;

  • e-mail address used for the purchase.

The Consumer is not required to provide a reason for the withdrawal.

Any RMA, NAR or case number assigned by the Seller is used solely to facilitate management of the return and is not a condition for the validity of the statutory right of withdrawal.

5. Return address

Unless otherwise instructed by customer service or through the returns portal, products must be returned to:

LUNAR SPORT S.R.L. – Dotout Returns
Via Gianfranco Miglio 2
21045 Gazzada Schianno (VA)
Italy

We recommend including the following information inside the parcel:

  • the Customer’s first name and surname;

  • the order number;

  • a list of the returned products;

  • any return case number assigned.

This information facilitates identification and handling of the parcel.

6. Deadline for returning the product

After communicating the withdrawal, the Consumer must return the product without undue delay and in any event within 14 days from the date of the communication.

The deadline is met where the product is handed over to the carrier before the period expires.

We recommend:

  • using a tracked delivery service;

  • retaining the receipt and tracking number;

  • protecting the product adequately;

  • using an outer shipping box or bag;

  • not applying labels or adhesive tape directly to the product’s commercial packaging.

Shipment insurance is optional.

7. Return costs during the first 14 days

In the event of withdrawal due to a simple change of mind, the direct cost of returning the product is borne by the Consumer.

The Customer may:

  • independently arrange the shipment using a carrier of their choice;

  • use, where available, a return label provided by Lunar Sport.

Where a paid return label is provided, the relevant cost is communicated before use and may be deducted from the refund after the Customer has been informed.

Return costs are instead borne by the Seller where:

  • an incorrect product was delivered;

  • the product arrived damaged for reasons not attributable to the Customer;

  • the product is incomplete;

  • there is a lack of conformity covered by the legal guarantee;

  • the return results from an error attributable to the Seller.

8. Condition of the product during the first 14 days

During the statutory withdrawal period, the Consumer may handle and try the product only to the extent necessary to establish its:

  • nature;

  • characteristics;

  • size;

  • fit;

  • functionality;

  • compatibility with the intended use.

The trial must be equivalent to what would reasonably be allowed in a physical store.

Simply opening the packaging does not automatically result in loss of the right of withdrawal.

Likewise, the absence of or damage to the original packaging does not automatically result in refusal of the withdrawal.

However, the Consumer may be responsible for any reduction in value caused by handling, use, washing or treatments beyond what is necessary to inspect the product.

9. Worn, used, washed or damaged products

The right of withdrawal does not mean that the product may be freely used for 14 days.

The Consumer is responsible for any reduction in value arising from use or handling beyond what is necessary to establish the nature, characteristics, size, fit and functionality of the product.

By way of example, the following may result in a reduction in value:

  • use of the garment during sporting activity;

  • use on the road, off-road, indoors or during training;

  • washing, drying or treating the product;

  • the presence of sweat, odours, deodorants, perfumes or creams;

  • the presence of stains, dirt, dust, mud or residues;

  • use or contamination of the chamois pad;

  • permanent removal of or damage to labels;

  • removal of or damage to hygiene protection;

  • abrasions, tears, scratches or deformation;

  • use of gloves, socks, shoe covers, technical underwear or accessories;

  • actual use of a helmet;

  • scratches, impacts, falls or marks on a helmet’s surfaces;

  • modification, cutting or damage to straps, padding or components;

  • loss of accessories, spare parts, manuals or included components;

  • damage to packaging beyond what is necessary to open it;

  • use of the commercial packaging as the sole shipping packaging, resulting in damage from labels or adhesive tape.

After receiving and inspecting the product, Lunar Sport may:

  • issue a full refund where there is no reduction in value;

  • apply a proportionate and documented reduction;

  • in cases of particularly serious loss of value, issue a refund corresponding to the product’s actual residual value.

Any reduction does not constitute an automatic penalty and must be linked to the actual economic loss identified.

Where a reduction is applied, the Customer will receive a communication containing:

  • the inspection outcome;

  • the issue identified;

  • any photographic documentation;

  • the criterion applied;

  • the amount of the refund granted.

10. Specific guidance for clothing

To inspect a garment without compromising its value, we recommend:

  • trying it on over clean clothing where possible;

  • carrying out the fitting in a clean environment;

  • not using it during sporting activity;

  • not washing it;

  • not permanently removing the labels;

  • not applying deodorants, perfumes, creams or cleaning products;

  • not soiling or damaging fabrics, chamois pads, zips, inserts or prints;

  • retaining the packaging, accessories, protective materials and documentation.

Actual use, washing or the presence of odours, stains and residues may prevent the product from being resold as new and may result in a significant reduction in the refund.

11. Products intended for direct contact with the body

Products such as:

  • bib shorts and padded cycling shorts;

  • technical underwear;

  • skinsuits;

  • socks;

  • gloves;

  • headbands;

  • skull caps;

  • other products intended for direct contact with the body;

must be tried on using normal hygiene precautions.

Where present, hygiene protection must not be removed or damaged beyond what is necessary to inspect the product.

Simply trying on the product using appropriate precautions does not automatically result in loss of the right of withdrawal.

Use during sporting activity, washing, contamination or the presence of odours, stains or residues may, however, result in a significant reduction in value.

12. Specific guidance for helmets

To inspect a helmet without compromising its value, we recommend:

  • checking the size and fit without using it during sporting activity;

  • making only those adjustments necessary for fitting;

  • not removing labels or protective materials;

  • not modifying straps, padding or adjustment systems;

  • not applying stickers, mounts or accessories;

  • avoiding impacts, falls, scratches or deformation;

  • retaining the packaging, manuals, padding and accessories.

A helmet that has suffered an impact or fall may no longer be suitable for resale or use, even where there is no immediately visible damage.

Actual use, an impact, a fall or damage may result in a significant reduction in the refund.

13. Packaging the returned product

The product must be packaged adequately to protect it during transport.

Where available, we recommend using:

  • the original packaging;

  • internal bags and protective materials;

  • an outer shipping box or bag;

  • suitable filling materials.

The commercial packaging should not be used as the sole shipping packaging where this may damage it.

Do not apply the following directly to the original packaging:

  • carrier labels;

  • adhesive tape;

  • writing;

  • stamps;

  • shipping documents.

If the product or packaging is damaged during return transport because of inadequate packaging, this may be taken into account when assessing any reduction in value.

14. Commercial extension from the 15th to the 30th day

In addition to the statutory right of withdrawal, Lunar Sport allows Consumers to request a return up to the 30th calendar day from delivery.

From the 15th to the 30th day, the return constitutes a voluntary commercial concession.

To be accepted, the product must:

  • be intact and clean;

  • not have been used;

  • not have been worn during sporting activity;

  • not have been washed;

  • show no odours, stains, dirt or residues;

  • show no wear, scratches, abrasions or deformation;

  • be complete with accessories, manuals, protective materials, components and labels;

  • have any hygiene protection intact;

  • where reasonably possible, be returned in intact original packaging suitable for resale.

For returns requested from the 15th to the 30th day:

  • return costs are borne by the Customer;

  • the risk of the return shipment remains with the Customer until delivery;

  • the price of the accepted product is refunded;

  • the initial delivery charges are not refunded;

  • the refund is issued after receipt and inspection;

  • Lunar Sport may refuse the commercial return where the above conditions are not met.

These more restrictive conditions apply exclusively to the commercial extension from the 15th to the 30th day.

15. Incorrect, incomplete or damaged products

The Customer is invited to inspect the parcel and products immediately after delivery.

In the event of:

  • an incorrect product;

  • a size or colour different from that ordered;

  • a missing product;

  • an incomplete product;

  • visible damage;

  • seriously damaged packaging;

  • an apparent defect;

the Customer may contact info@dotout.com and provide:

  • the order number;

  • the product concerned;

  • a description of the issue;

  • photographs of the product;

  • photographs of the internal and external packaging;

  • a photograph of the shipping label, where useful.

Photographs facilitate and accelerate handling of the case, but their absence does not automatically result in loss of the rights granted by law.

Where the outer packaging is visibly damaged, we recommend accepting the parcel subject to a specific reservation, describing the damage on the carrier’s delivery document.

Failure to make a reservation does not automatically result in the loss of mandatory Consumer rights.

16. Legal guarantee and defective products

Withdrawal due to a change of mind is separate from the legal guarantee of conformity.

If the product has an original defect or does not conform to the Contract, the Consumer may request, in the cases provided by law:

  • repair;

  • replacement;

  • a proportionate price reduction;

  • termination of the Contract.

The costs necessary to manage a non-conforming product, including return costs, are not borne by the Consumer.

The legal guarantee is governed by the General Terms and Conditions of Sale and Articles 128 et seq. of the Italian Consumer Code.

17. Defects and normal wear

The following do not automatically constitute a lack of conformity:

  • normal deterioration resulting from use;

  • wear caused by friction;

  • deterioration resulting from repeated washing;

  • fading consistent with use, exposure and washing;

  • damage caused by falls, abrasions or accidents;

  • damage caused by improper washing or drying;

  • damage caused by detergents, bleach or incompatible products;

  • damage resulting from failure to follow instructions;

  • damage caused by improper use;

  • damage caused by unauthorised modifications or repairs.

The exclusion applies only where the issue is causally linked to the use, maintenance or event concerned.

Normal wear is assessed taking into account:

  • the nature of the product;

  • the time elapsed;

  • frequency of use;

  • maintenance conditions;

  • the product’s reasonably expected lifespan.

18. Products excluded from the right of withdrawal

The right of withdrawal is excluded only in the cases provided by law.

The following may be excluded where applicable and clearly disclosed before purchase:

  • products made to measure;

  • products clearly personalised according to the Customer’s specifications;

  • goods that, after delivery, become inseparably mixed with other goods;

  • sealed goods that are not suitable for return for health-protection or hygiene reasons and have been unsealed after delivery;

  • other goods or contracts expressly excluded by applicable law.

Simply opening normal commercial packaging does not automatically make the product non-returnable.

The fact that a product is intended for direct contact with the body does not automatically exclude withdrawal for hygiene reasons.

The exclusion may apply only where the statutory requirements are actually met, including, where necessary, the presence of an appropriate seal that has been removed after delivery.

The Consumer remains responsible for any reduction in value caused by use or handling beyond what is necessary for normal inspection.

19. Discounted, promotional and Special Sale products

Products purchased:

  • on promotion;

  • using a discount code;

  • during commercial campaigns;

  • at a reduced price;

  • from the Special Sale or outlet section;

benefit from the statutory right of withdrawal where purchased by a Consumer and where no specific statutory exception applies.

The mere fact that a product was purchased at a discounted price does not remove the statutory right of withdrawal.

Any restrictions relating to the commercial extension from the 15th to the 30th day must be clearly communicated before purchase.

20. Gift cards

The rules applicable to gift cards depend on their nature, use and method of supply.

Consumer rights cannot be excluded automatically merely by stating that a gift card is “non-refundable”.

Where a gift card has already been used, even partially, or where the service has been fully performed with the Consumer’s prior express consent, the refund may be excluded or limited in the cases permitted by law.

Gift cards are not normally included in the commercial return extension from the 15th to the 30th day, unless otherwise stated.

21. Changes of model, size or colour

To replace a product with:

  • a different model;

  • a different size;

  • a different colour;

  • a different version;

the fastest procedure is normally to:

  1. request the return of the product received;

  2. place a new order for the desired product.

The new order is independent of the return and is subject to the prices, availability and conditions applicable at the time of the new purchase.

A replacement product is not automatically reserved while the return is being processed.

Replacements requested under the legal guarantee are instead governed by the rules concerning non-conforming products.

22. Refund during the first 14 days

Where the statutory right of withdrawal is validly exercised, Lunar Sport will refund:

  • the price of the product;

  • the taxes paid;

  • the cost of the initial delivery corresponding to the least expensive standard delivery method offered by the Seller.

Additional costs resulting from the choice of:

  • express shipping;

  • premium delivery;

  • additional services;

  • a delivery method more expensive than the standard option;

are not refunded.

The refund will be issued without undue delay and in any event within 14 days from the date on which the Seller was informed of the decision to withdraw.

Lunar Sport may withhold the refund until:

  • it has received the product; or

  • the Consumer has provided evidence that the product has been returned;

whichever occurs first.

The refund will be issued using the same payment method used for the purchase, unless otherwise expressly agreed without additional costs for the Consumer.

23. Refund from the 15th to the 30th day

For returns made under the commercial extension:

  • the refund is processed after receipt and inspection of the product;

  • the price of the accepted product is refunded;

  • the initial delivery charges are not refunded;

  • return costs are borne by the Customer;

  • any previously communicated return-label costs may be deducted;

  • the product must comply with the conditions set out in this Policy.

The refund is normally issued using the same payment method used for the purchase.

24. Refund processing times

After Lunar Sport has issued the refund, additional days may be required before the amount appears in the Customer’s account.

Processing times depend on:

  • the bank;

  • the card network;

  • the payment provider;

  • the currency;

  • the Customer’s country.

These technical processing times are not directly controlled by Lunar Sport.

If the refund is not visible after a reasonable period following confirmation, the Customer may contact info@dotout.com and provide the order number.

25. Partial return of an order

Where withdrawal concerns only certain products, the following will be refunded:

  • the price of the returned products;

  • the related taxes.

The initial delivery charges are refunded only where and to the extent required by applicable law.

Where the Customer retains part of the order and the initial delivery cost would have remained unchanged had only the retained products been purchased, that cost may not be refunded within the limits permitted by law.

26. Products received as gifts

The refund is normally issued to the same payment method used for the order.

The person who received the product as a gift may contact customer service, but information concerning the order and refund will be handled in accordance with privacy requirements and the rights of the original purchaser.

A refund directly to the gift recipient cannot be guaranteed where they are not the holder of the original payment method.

27. Returns without a prior request

We recommend registering the request before shipping the product, as this allows Lunar Sport to:

  • verify the correct address;

  • associate the parcel with the order;

  • provide the necessary instructions;

  • accelerate inspection and refund;

  • avoid loss and delays.

A product sent without previously opening a return case is not automatically excluded from the statutory right of withdrawal, provided that the Consumer clearly communicated their decision to withdraw within the applicable period.

Returns lacking sufficient information or sent to an incorrect address may take longer to identify and process.

For the commercial extension from the 15th to the 30th day, Lunar Sport may require prior registration of the request as an organisational condition of the additional service.

28. Returns not meeting the applicable conditions

If a product has suffered a reduction in value or cannot be accepted under the commercial extension, Lunar Sport will inform the Customer of:

  • the inspection outcome;

  • the issues identified;

  • any proposed reduction in the refund;

  • any available options.

Where a product returned from the 15th to the 30th day does not meet the commercial conditions, the Customer may be invited to:

  • accept a reduced refund, where applicable;

  • arrange collection of the product;

  • bear the cost of reshipping the product to their address.

During the first 14 days, the statutory right cannot be refused automatically merely because of:

  • the packaging having been opened;

  • the original packaging being missing;

  • non-destructive removal of the product from its packaging;

  • handling limited to normal inspection.

However, a proportionate reduction may be applied for an actual reduction in value.

29. Refusal of delivery and failure to collect

Merely refusing the parcel or failing to collect it does not necessarily constitute a valid withdrawal communication.

Where the Customer intends to withdraw, they must communicate their decision in accordance with the procedures set out in this Policy.

If the parcel is refused or not collected without a clear communication, Lunar Sport may contact the Customer to determine their intentions.

Without prejudice to mandatory Consumer rights, the following actual and documented costs may be deducted from the refund:

  • storage;

  • return to sender;

  • a new shipment;

  • failure to collect attributable to the Customer.

The Customer will not be charged costs resulting from:

  • an incorrect product;

  • transport damage;

  • lack of conformity;

  • an error by the Seller;

  • another breach attributable to Lunar Sport.

30. Contact details

To exercise the right of withdrawal, request a return, report an incorrect or damaged product or obtain information:

LUNAR SPORT S.R.L.
E-mail: info@dotout.com
Telephone: +39 0332 816961
Certified e-mail address, PEC: lunarsport@pec.lunarsport.com

Return address, unless otherwise instructed:

LUNAR SPORT S.R.L. – Dotout Returns
Via Gianfranco Miglio 2
21045 Gazzada Schianno (VA)
Italy