Returns and complaints

Rules for returning goods and the procedure for submitting complaints

Date of entry into force : 4th of December 2024.

In accordance with the Law on Consumer Protection, these Returns and Complaints Rules determine the conditions under which the Customer can return the purchased products or file a complaint.

Return and exchange of goods

In case of online purchase (distance purchase), the Customer has the right, without giving any reason, to unilaterally terminate the contract within 14 days from the day of delivery of the product or the last product from the order.

Upon unilateral termination of the contract, the Customer must:

  1. Notify the Seller about the termination of the contract by sending an email message to: info@luariona.com. The email message must contain the following information:
    • Order number
    • Customer data (name, surname, contact)
    • Reason for return or complaint
    • Desired solution (exchange, refund, etc.)
  2. Return the goods to the Seller without delay, no later than within 14 days from the date of sending the notice of contract termination.

 

Upon receipt of the returned goods, we will refund the amount paid for the returned product. The customer bears the direct costs of returning the goods, except in cases where the reason for the return is a defective product.

According to Article 77, Paragraph 5 of the Law on Consumer Protection, the Customer is responsible for any decrease in the value of the product that is the result of handling the product in a way that is not necessary to determine the nature, characteristics and functionality of the product. The returned product must be undamaged, with original tags, tags and in the original packaging.

Conditions for product return:

  • The product must not be used and must be returned in its original packaging, with tags and tags intact.
  • Attach the original receipt as proof of purchase.

 

The costs of returning goods in case of exchange or return due to lack of products are borne by Lua Riona. In the event that the Buyer requests a replacement of the product due to his own preferences (for example, a change of color or model), the return costs shall be borne by the Buyer.

Exchange of goods

The customer can request a product replacement by sending a complaint to the email address: info@luariona.com. And if the complaint is accepted due to damage or lack of product, the cost of postage for returning and resending the product is borne by Lua Riona. If the Buyer wants to replace the product for other reasons, the cost of return is borne by the Buyer himself.

Objections to damage during delivery

Lua Riona is not responsible for damage caused during delivery, but in cooperation with the delivery service, we will make the maximum effort to ensure quality service to every customer. If the Buyer notices any damage when taking over the product, he must immediately submit a complaint to the delivery person and report the damage in writing to the e-mail address: info@luariona.com. 

The right to cancel an order

The Buyer and the Seller have the right to cancel the order before the product is sent by delivery service:

  • If the Seller is unable to deliver the paid product , the Buyer will be offered a replacement product. If the Customer rejects the replacement product, the funds will be fully refunded.
  • If the Customer cancels the order before sending the product , the refund will be made within 5 working days from the receipt of the notification of cancellation.
  • If the Customer cancels the order after the product has been shipped , the refund will be made within 5 working days from the receipt of the returned product, minus the shipping costs.

For any additional questions about the return and complaint rules, you can contact us via email: info@luariona.com.