These Terms & Conditions apply to the legal relationship between customers of the LUUV online store (hereinafter referred to as the Customer) and LUUV OÜ (hereinafter referred to as LUUV) when purchasing products from the online store.
By registering as a user of LUUV and/or purchasing products, the Customer agrees to these Terms & Conditions and to the rights and obligations arising from the laws of the Republic of Estonia.
LUUV reserves the right to amend these Terms & Conditions and product prices. Any changes will be published on the LUUV website.
ENTRY INTO FORCE OF THE SALES AGREEMENT
LUUV sells and the Customer purchases products offered in the online store.
The sales agreement between LUUV and the Customer enters into force once the total amount stated in the order confirmation has been received in the bank account of LUUV OÜ.
By placing and paying for an order in the LUUV online store, the Customer confirms that they have read and agree to these Terms & Conditions.
PRICES
All prices displayed in the LUUV online store are in Euros and include VAT.
LUUV reserves the right to change prices. If the Customer submitted the order before the price change took effect, the price valid at the time of placing the order will apply. The Customer is not entitled to claim compensation for any price differences.
PLACING AN ORDER & PAYMENT
Customers can choose their preferred payment method via the payment provider Montonio Finance. Full payment of the order amount is required to confirm the order.
The sales agreement is considered concluded and order fulfillment begins immediately after the Customer has paid the full amount stated in the order confirmation.
DELIVERY
After the sales agreement enters into force (payment received from the Customer), LUUV will prepare the order and hand it over to our logistics partners for delivery.
The delivery times shown on the LUUV website apply from the moment the payment has been received.
The Customer is obliged to notify LUUV immediately before delivery if there are any changes to the delivery destination or agreed delivery time. Accurate contact and shipping information is necessary to avoid delays and misunderstandings. LUUV is not responsible for delivery delays or misunderstandings caused by incorrect information provided by the Customer when placing the order.
If a shipment is damaged during transport and the products themselves are damaged (excluding external packaging damage), the products will be replaced. If replacement is not possible, compensation for the damaged goods will be provided.
RIGHT OF RETURN
In accordance with the Law of Obligations Act (§ 56 section 1), the Customer has the right to withdraw from the contract within 14 days from receiving the goods.
Returned products must be unused, undamaged, and in their original packaging.
The cost of returning the goods is borne by the Customer unless the reason for the return is that the product does not correspond to the order or is defective.
To return a product, the Customer must submit a free-form withdrawal statement via email to help@luuvcosmetics.com within 14 days from receiving the goods. The return request must include the Customer’s name/email address, the product name, and the invoice or order number.
Refunds for returned products will be made immediately, but no later than within 14 days from receiving the withdrawal request. Delivery costs related to the returned order will also be refunded.
CLAIMS & COMPLAINTS
According to the Law of Obligations Act, the Customer has the right to submit claims regarding non-conformity of the product for up to 2 years from receiving the goods. If a defect appears within the first 6 months, it is presumed that the defect existed at the time of purchase unless proven otherwise.
In case of a product defect, the Customer must notify LUUV by email at help@luuvcosmetics.com and provide the following information:
- name,
- contact details,
- description of the defect.
The claim must be submitted no later than 2 months after discovering the defect.
LUUV is not responsible for:
- damage caused by the Customer’s negligence or improper handling,
- defects resulting from improper use of the product,
- normal physical wear and tear occurring during regular use.
LIABILITY & FORCE MAJEURE
LUUV and the Customer are liable to each other for damages caused by breach of these Terms & Conditions in accordance with the laws of the Republic of Estonia.
LUUV is not responsible for damages or delivery delays caused by circumstances beyond its control that could not have been foreseen or influenced.
PRIVACY POLICY
By using the LUUV website, the Customer gives clear and informed consent to the processing of their personal data by LUUV.
LUUV uses the Customer’s personal information solely for processing orders and does not disclose it to third parties except where necessary for service provision.
Collection & use of personal data
Collected personal data (including name, phone number, and email address) may be used to inform Customers about LUUV news, campaigns, and future events. Customers may unsubscribe from newsletters at any time.
Personal data is also used for product delivery and fulfilling obligations toward the Customer.
LUUV may share necessary information with trusted third-party service providers who are contractually obligated to keep such information confidential.
Customers can view, modify, and update their personal data through the “My Account” section on the website.
Protection of personal data
LUUV applies all reasonable administrative, technical, and physical measures to protect Customers’ personal data. Access to personal data is restricted to authorized persons only.
All personal information obtained during visits to the LUUV online store and purchases is treated as confidential information. Encrypted communication channels with banks ensure the security of Customers’ personal and payment information.
LUUV reserves the right to amend the privacy policy when necessary.
OTHER TERMS
Any disputes arising from these Terms & Conditions shall primarily be resolved through negotiations between the parties.
If disputes cannot be resolved through negotiations, the Customer has the right to contact the Estonian Consumer Protection and Technical Regulatory Authority or a court of law. LUUV also has the right to seek protection of its rights through legal proceedings.
