Returns & Right of Withdrawal
At La Luz Lifestyle, we want you to feel confident when placing an order with us. If you have purchased a product online and change your mind, you generally have a statutory 14-day cooling-off period as a consumer.
On this page, we explain how the right of withdrawal works, how you can cancel your purchase, and how to return a product.
14-day cooling-off period
For most online purchases, you have the right to withdraw from the contract within 14 days without giving a reason.
The withdrawal period begins on the day after you, or a person designated by you, receives the product.
If you wish to exercise your right of withdrawal, please notify us within this period.
Withdraw from your purchase online
You can easily withdraw from your purchase using our online withdrawal form.
Through this function, we will only ask for the information necessary to identify you and the relevant order.
After submitting your request, you will receive an email confirmation containing the details of your withdrawal and the time at which it was submitted.
You may also use the statutory model withdrawal form or inform us of your decision to withdraw from the contract in another clear and unambiguous way.
Returning your order
After notifying us that you wish to exercise your right of withdrawal, you generally have another 14 days to return the relevant products to us.
Where reasonably possible, please return the product complete and carefully packaged.
Return address:
Gravin van Stauffenstraat, 4854 EL Bavel, Netherlands
Please include your name and order number with the return where possible so that we can process it quickly.
Return shipping costs
The direct cost of returning a product is the responsibility of the customer unless we have expressly stated otherwise in advance.
Where legally required, the original standard delivery costs will be refunded when the entire order is withdrawn.
If you specifically chose a delivery method that was more expensive than our standard delivery option, we are not required to refund the additional cost of that more expensive delivery method.
For partial returns, the original delivery costs are not automatically refunded.
Refunds
When you validly exercise your right of withdrawal, we will refund the amounts to which you are entitled no later than 14 days after we receive your withdrawal notice.
We may withhold the refund until:
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we have received the returned products; or
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you have provided evidence that you have sent the products back,
whichever occurs first.
We will normally use the same payment method that was used for the original transaction unless we agree otherwise with you.
Inspecting a product during the cooling-off period
During the cooling-off period, you may inspect a product in the same way you would reasonably be able to inspect it in a physical store.
If the product has been handled or used beyond what is necessary to establish its nature, characteristics and functioning, this may result in a reduction in value. Where permitted by law, this reduction may be deducted from the amount refunded.
Personalised and custom-made jewellery
The statutory right of withdrawal does not apply to every product.
Goods made specifically to your specifications or clearly personalised for you may be excluded from the statutory right of withdrawal.
This may include jewellery that has been individually personalised with:
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a name;
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initials;
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a personal date;
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a personal text or message;
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or another individual engraving or customisation.
Where this exception applies, we will make this clear before you place your order.
This exception does not affect your statutory rights if a personalised product is faulty, damaged or does not correspond with what you ordered.
Received a damaged or incorrect product?
The right of withdrawal is separate from your statutory rights when something is wrong with a product.
If you have received a damaged, faulty or incorrect product, please contact us at:
Email: info@laluzlifestyle.com
Please include your order number and, where possible, photographs so we can assist you as quickly as possible.
Questions about returns or withdrawal?
If you have any questions about returning an order or exercising your right of withdrawal, please contact us.
La Luz Lifestyle
Gr. van Stauffenstraat 13
4854 EL Bavel
The Netherlands
Email: info@laluzlifestyle.com