We pride ourselves on delivering the perfect product in perfect condition. If something is wrong with your delivery, please let us know as soon as possible at hi@loveby.eu.

 

Please note that you have two separate rights with two different deadlines: the right of withdrawal (14 days, no reason needed) and the right to submit a complaint about a defective product (2 years).

 

1. Right of withdrawal – 14 days

 

You have the right to withdraw from the purchase without giving any reason within 14 days of receiving the goods. To do so, send a declaration of withdrawal to hi@loveby.eu within those 14 days.

 

You may examine and test the goods to the extent necessary to establish their nature, characteristics and functioning – in the same way you would be allowed to test them in a shop. If the goods have been used beyond that, or if there are signs of use or wear and tear, we have the right to reduce the refund in accordance with the decrease in the value of the goods.

 

You must return the goods within 14 days of submitting the declaration of withdrawal, or provide evidence that you handed them over to the carrier within that period. We recommend sending the parcel as registered mail.

 

We will refund all payments received from you under the contract, including the standard delivery cost, immediately but no later than within 14 days of receiving your declaration of withdrawal. We may withhold the refund until we have received the returned goods or until you have provided proof of sending them back, whichever occurs first. If you chose a more expensive delivery method than the cheapest standard method we offer, we are not required to refund the part that exceeds the standard delivery cost.

 

The cost of returning the goods is borne by you, except where the reason for the return is that the product does not correspond to the order (for example a wrong or defective product) – in that case we cover the return cost.

 

Exceptions. The right of withdrawal does not apply to sealed cosmetics, perfumery and other hygiene products which are not suitable for return for reasons of health protection or hygiene, if their seal or packaging has been opened after delivery (Law of Obligations Act § 53 (4) 5)). This also covers products whose use cannot be verified, such as mascara, whose shelf life is short and depends directly on when the product was opened. The right of withdrawal does not apply if the purchaser is a legal person.

 

2. Right to submit a complaint about a defective product – 2 years

 

We are liable for any non-conformity of the goods with the contract, or for any defect that already existed at the time of delivery and becomes apparent within two years of the goods being delivered to you.

 

During the first year from delivery it is presumed that the defect already existed at the time of delivery. It is the obligation of the online store to rebut this presumption.

 

Please notify us of the defect within two months of becoming aware of it, by e-mail at hi@loveby.eu or by calling +372 56641715. The complaint should state your name and contact details, the date of the complaint, a description of the defect or non-conformity of the product and the claim being submitted; a copy of the invoice or other proof of purchase should be attached.

 

We will respond to your complaint in writing or in a form that can be reproduced in writing within 15 days. If we are unable to resolve the complaint within this period, we will inform you of the reason for the delay and of the term by which the complaint will be resolved.

 

If the goods have a defect for which we are liable, we will repair or replace them free of charge, including any transport costs. If the goods cannot be repaired or replaced, we will refund all payments made under the contract of sale. We are not liable for defects that arise after the goods have been delivered to you as a result of improper use, an accident or normal wear and tear.

 

CONTACT US

 

For any help or ideas please contact us:

Email:  hi@loveby.eu