At Lureto Living, we want you to be happy with your purchase. If you change your mind about an order, you can return eligible products within 30 days of receiving your order, free of charge.
This Return & Refund Policy explains how returns, refunds and exchanges are handled at Lureto Living.
1. Our 30-Day Free Return Policy
You have 30 days from the date you receive your order to request a return.
Returns under our 30-day return policy are free of charge. We will provide you with the applicable return instructions and, where applicable, a prepaid return label.
Products must be returned in an appropriate condition as described below.
Our 30-day return policy is in addition to, and does not limit, any statutory rights you may have under applicable consumer protection legislation.
2. EU Right of Withdrawal
If you are a consumer in the European Union, you generally have a statutory 14-day right of withdrawal for online purchases.
This period begins on the day after you, or a person designated by you, receives the product.
You may exercise this right without providing a reason.
Our 30-day return policy provides you with an additional period beyond the statutory 14-day withdrawal period, subject to the conditions in this policy.
Nothing in this policy limits or excludes your statutory consumer rights.
3. Return Conditions
To be eligible for a return under our 30-day return policy:
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The return must be requested within 30 days of receiving your order.
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The product must be returned in its original condition, to the extent reasonably possible.
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The product should be unused and undamaged, except for handling reasonably necessary to inspect and assess the product.
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Products should preferably be returned in their original packaging where reasonably possible.
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All included accessories, parts and documentation should be returned with the product where applicable.
You may inspect a product after receiving it in the same way that you would reasonably be allowed to inspect it in a physical store.
If a product has been handled beyond what is reasonably necessary to determine its nature, characteristics and functioning, we may be entitled to deduct an amount from the refund to account for any diminished value, where permitted by applicable law.
4. Products That Cannot Be Returned
Certain products may be excluded from the right of withdrawal or our 30-day return policy where permitted by applicable law.
This may include:
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Personalised or custom-made products produced specifically for you;
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Sealed products that are not suitable for return for reasons of health protection or hygiene where the seal has been broken;
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Products that deteriorate or expire rapidly;
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Other products for which the statutory right of withdrawal does not apply under applicable law.
If a particular product is excluded from our return policy, this will be communicated before or during the purchase process where required by law.
5. How to Start a Return
To request a return, please contact us at:
Email: info@lureto-living.com
Please include:
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Your order number;
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Your name;
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The product(s) you wish to return; and
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The reason for your return, if you wish to provide one.
You are not required to provide a reason when exercising your statutory right of withdrawal.
After contacting us, we will provide you with the return instructions.
6. Free Return Shipping
For eligible returns requested within our 30-day return period, Lureto Living covers the cost of return shipping.
We will provide you with the applicable return instructions and, where applicable, a prepaid return shipping label.
Please do not send a return to an address other than the address provided by our customer service team, as this may delay the processing of your return.
7. Return Address
Returns should be sent to the return address provided to you by Lureto Living when your return is approved.
Our business address is:
RM Zorg Service / Lureto Living
Dillenburgerstraat 7
2316 NE Leiden
The Netherlands
If a different return address is provided for a particular order or product, please use the address specified in your return instructions.
8. Refunds
Once we receive and inspect your returned product, we will process your refund.
Refunds will normally be issued to the original payment method used for the purchase.
For a valid statutory withdrawal, we will refund the payments received from you, including the standard delivery costs associated with the original order, subject to applicable law.
If you selected a more expensive delivery method than the least expensive standard delivery option we offered, we are not required to refund the additional cost.
For returns under our additional 30-day return policy, the refund will be processed in accordance with the terms of that policy.
9. When Will I Receive My Refund?
We will process your refund within a reasonable period after receiving your returned product and completing the necessary checks.
Where you exercise your statutory right of withdrawal, we may wait to issue the refund until we have received the returned product or you have provided evidence that you have returned it, whichever occurs first, where permitted by law.
Once the refund has been issued, the time it takes for the funds to appear in your account may depend on your bank or payment provider.
10. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, faulty or different from what you ordered, please contact us as soon as possible at:
info@lureto-living.com
Please provide your order number and, where appropriate, photographs showing the issue.
We will assess the situation and provide an appropriate solution.
Your statutory rights regarding defective or non-conforming products are not affected by this Return & Refund Policy.
Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction or a refund.
11. Exchanges
We do not guarantee direct exchanges for a different product, colour or size.
If you would like a different product, you may return the original product in accordance with this policy and place a new order for the desired product.
If the original product is defective or we sent you the wrong product, please contact us before placing a new order so that we can assist you.
12. Refund Deductions
We will not charge a return fee for eligible returns under our 30-day free return policy.
However, where permitted by applicable law, we may reduce a refund to account for a decrease in the value of a product caused by handling that went beyond what was reasonably necessary to inspect the product.
No such deduction will be made merely because you exercised your statutory right of withdrawal.
13. International Returns
We accept returns from eligible countries where we offer delivery.
Our free return policy applies to eligible orders according to the return instructions provided by Lureto Living.
For orders outside the European Union, additional customs or import procedures may apply when returning products.
Customers should follow the return instructions provided by us carefully to avoid unnecessary customs charges or delays.
Where applicable, we will provide information about the available return method before the return is shipped.
14. Refunds for Failed or Refused Deliveries
If an order is returned to us because the delivery could not be completed due to incorrect or incomplete information provided by the customer, refusal of delivery, or failure to collect the package, we may contact you to arrange redelivery or cancellation.
Where applicable, any refund will be handled in accordance with applicable consumer law and the circumstances of the order.
15. Questions About Returns
If you have any questions about our return or refund process, please contact us:
RM Zorg Service
Lureto Living
Dillenburgerstraat 7
2316 NE Leiden
The Netherlands
Email: info@lureto-living.com
Website: www.lureto-living.com
KvK number: 76280381
