Returns and Complaints

Product Return – Right of Withdrawal

A Consumer, as well as an entrepreneur entitled to consumer rights, may withdraw from a contract concluded online without giving any reason within 14 days from the date of receipt of the product.

To meet the deadline, it is sufficient to send a statement of withdrawal before the 14-day period expires.

To exercise the right of withdrawal:

1. Send your statement of withdrawal to:
   
   lutumursi.design@gmail.com
   .
2. In the message, provide information enabling identification of the order, in particular your full name and order number.
3. Return the product no later than 14 days from the date on which the statement of withdrawal was sent.
4. Secure the product appropriately for transport, taking particular care due to the delicate nature of porcelain.

The Customer bears the direct cost of returning the product.

The Customer is liable for any diminished value of the product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning.

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Refund

The refund will be made no later than 14 days from the date on which the statement of withdrawal is received.

The refund includes:

• the price of the returned product;
• the original delivery cost up to the amount corresponding to the least expensive standard delivery method offered for the relevant order.

If the Customer selected a more expensive delivery method, the difference between its cost and the cost of the least expensive delivery method offered is not refundable.

The payment will be refunded using the same payment method as the one used to place the order, unless the Customer expressly agrees to another method that does not incur any costs for the Customer.

The Store may withhold the refund until it has received the product or until proof of its return has been provided, whichever occurs first.

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Products Made to Individual Order

The exclusion of the right of return does not limit the right to submit a complaint if the product is damaged, does not match the order, or otherwise fails to conform to the contract.

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Complaints

If the product received is damaged, incomplete, inconsistent with its description or with the order placed, the Customer may submit a complaint on the grounds that the goods do not conform to the contract.

The complaint should be sent to:

lutumursi.design@gmail.com
.

The complaint should preferably include:

• full name;
• order number;
• name of the product concerned;
• description of the identified lack of conformity;
• the remedy requested;
• photographs showing the damage or lack of conformity, where taking such photographs is possible.

A receipt is not required in order to submit a complaint. However, proof of purchase of the product from the LUTUMURSI Store must be provided, for example an order confirmation, invoice or payment confirmation.

If the product does not conform to the contract, the Customer may in the first instance request:

• repair of the product; or
• replacement of the product with one that conforms to the contract.

In the cases provided for by law, the Customer may also make a statement requesting a price reduction or withdraw from the contract, in particular where repair or replacement is impossible, the Seller has refused to bring the product into conformity with the contract, or the lack of conformity persists despite an attempt to remedy it.

The Customer may not withdraw from the contract if the lack of conformity of the product with the contract is immaterial.

Before returning a product that is the subject of a complaint, please contact us to agree on the method of its delivery.

The Customer does not bear the costs of a complaint concerning a product that does not conform to the contract. The costs of collection, shipping, repair or replacement of the product concerned are borne by the Seller.

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Return address

Products returned following withdrawal from the contract, as well as agreed complaint shipments, should be sent to:

The returned product must be appropriately secured against damage during transport.

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Contact

• E-mail:
  
  lutumursi.design@gmail.com
  
• Phone:
  
  698 921 132
  

Detailed rules governing withdrawal from the contract and the submission of complaints are set out in the

LUTUMURSI Online Store Terms and Conditions
.

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Downloadable forms

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