Terms and Conditions

Terms and Conditions

Article 1 – Definitions

In these terms and conditions, the following definitions apply:

  • Cooling-off period: The time frame in which the consumer can exercise their right to withdraw from the contract without giving a reason.
  • Consumer: An individual who is acting for purposes outside their trade or profession and enters into a distance contract with the business.
  • Day: A calendar day.
  • Distance contract: An agreement made between the business and the consumer using remote communication methods (e.g., online or over the phone).
  • Durable medium: Any medium that allows the consumer or business to store personal information, enabling future access and reproduction without change.
  • Right of Withdrawal: The ability for the consumer to cancel the contract within the cooling-off period.
  • Entrepreneur (Business): The individual or entity offering products and/or services to consumers.
  • Distance agreement: An agreement in which products and/or services are sold remotely through a system organized by the entrepreneur (business), using one or more communication techniques.
  • Communication technique: Any method used to conclude an agreement without both parties being physically present at the same time.
  • General Terms and Conditions: These terms and conditions of the business.

Article 2 – Identity of the Business

  • Business Name: ludo e-commerce
  • Company Registration Number: 95267840
  • Trade Name: LILY LUXE
  • VAT Number: NL005141629B38
  • Customer Service Email: info@Lilyluxelondon.co.uk
  • Business Address: Neede Hengeler 46, The Netherlands

Article 3 – Applicability

These terms and conditions apply to any offers made by the business and any agreements made with consumers through distance communication methods.

Before the distance agreement is concluded, the text of these terms and conditions will be made available to the consumer. If this is not possible, the consumer will be informed that the terms and conditions can be viewed at the business and will be provided on request, free of charge.

If the agreement is concluded electronically, the business can provide the terms and conditions electronically, in a way that allows the consumer to easily store them on a durable medium. If this is not possible, the business will inform the consumer where the terms and conditions can be found and that they will be provided upon request, free of charge.

In cases where additional product-specific or service-specific conditions apply, the second and third paragraphs also apply. If there is a conflict between the general and product-specific terms, the consumer can refer to the condition that is most beneficial to them.

If any provision in these terms and conditions is found to be void or invalid, the remainder of the agreement will remain in effect, and the invalid provision will be replaced with one that closely matches the original intent.

Article 4 – The Offer

If an offer has a limited duration or is subject to conditions, these will be clearly stated in the offer.

The offer is non-binding, and the business has the right to modify or adjust it.

The offer will contain a full and accurate description of the offered products and/or services. The description will be detailed enough to allow the consumer to assess the offer properly. If the business uses images, these will be a truthful representation of the offered products and/or services. Obvious mistakes or errors in the offer do not bind the business.

All images and specifications in the offer are for indicative purposes and cannot be grounds for claims or cancellation of the agreement.

Article 5 – The Agreement

The agreement is concluded when the consumer accepts the offer and meets the stated conditions.

If the consumer accepts the offer electronically, the business will immediately confirm receipt of the acceptance electronically. Until the business confirms receipt, the consumer can cancel the agreement.

If the agreement is concluded electronically, the business will take appropriate technical and organizational measures to secure the electronic transfer of data and provide a secure online environment.

The business may verify whether the consumer is able to meet their payment obligations and review any relevant factors before concluding the agreement. If there are concerns, the business has the right to refuse the order or impose special conditions.

Article 6 – Right of Withdrawal

The consumer has the right to withdraw from the agreement within 14 days after receiving the product, without giving a reason. During this cooling-off period, the consumer must handle the product and packaging carefully and may only unpack or use the product to the extent necessary to assess whether they want to keep it.

If the consumer decides to exercise their right of withdrawal, they must inform the business within 14 days, and the product must be returned within 14 days.

Article 7 – Costs of Withdrawal

If the consumer exercises their right of withdrawal, the return shipping costs are the responsibility of the consumer.

The business will refund any payment received from the consumer within 14 days after receiving the product back or proof that it has been returned.

Article 8 – Exclusion of the Right of Withdrawal

The right of withdrawal does not apply to certain products such as:

  • Products made according to consumer specifications
  • Products that are clearly personalized
  • Perishable goods
  • Products with a broken seal (e.g., hygiene products)
  • Audio and video recordings, or computer software if the seal is broken

Article 9 – Price

The prices of the offered products and/or services will not increase during the offer's stated duration, except for price changes due to changes in VAT rates.

In case of price fluctuations on the financial market, the business may offer products or services at variable prices.

Article 10 – Conformity and Warranty

The business ensures that the products and/or services meet the terms of the agreement and the legal standards. Any guarantee provided does not affect the consumer's statutory rights.

Defects or incorrect products must be reported within 14 days of delivery.

Article 11 – Delivery and Execution

The business will deliver the accepted orders as soon as possible but no later than 30 days unless the consumer agrees to a longer delivery period.

If the delivery of a product is not possible, the business will offer a replacement product, and the consumer will be informed about this. If a replacement product is delivered, the right to withdrawal remains valid.

Article 12 – Duration, Termination, and Extension of Agreements

Consumers can terminate agreements for an indefinite period at any time with notice of no more than one month.

For fixed-term agreements, consumers can terminate them at the end of the term with no more than one month's notice.

Article 13 – Payment

Payments must be made within 7 days after the cooling-off period or, in case of service agreements, after the consumer receives the confirmation.

Article 14 – Complaints Procedure

Complaints about the execution of the agreement must be submitted in writing within 7 days of discovering the issue. The business will respond within 14 days. If the complaint requires more time, the business will inform the consumer.

Article 15 – Disputes

These terms and conditions are governed by Dutch law, even if the consumer is located outside of the Netherlands.

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