Terms of service
Article 1 — Definitions
The following definitions apply in these terms and conditions:
Withdrawal period: the period during which the Consumer may exercise the right to withdraw from a distance contract.
Consumer: a natural person making a purchase for purposes not directly related to their business or profession.
Day: a calendar day.
Distance contract: a contract concluded between the Seller and the Consumer without the simultaneous physical presence of both parties, using means of distance communication.
Durable medium: any means that enables the Consumer or the Seller to store information addressed personally to them in a way that allows later access and unchanged reproduction of the stored information.
Right of withdrawal: the Consumer's right to cancel a distance contract within the period set by applicable law.
Seller: Lovuna, selling products through its online store.
Terms and conditions: this document setting out the rules for using the online store and making purchases.
Article 2 — General provisions
These terms and conditions apply to all offers available in the Lovuna online store and to all sales contracts concluded between the Seller and the Consumer.
Before placing an order, the Consumer can read these terms and conditions.
Making a purchase in the online store means accepting these terms and conditions.
If any provision of these terms proves invalid or ineffective, the remaining provisions remain in force.
Matters not covered by these terms are governed by the laws in force in Poland.
Article 3 — Offer and orders
Every offer in the online store includes an accurate product description, the price and availability information.
Product photos are intended to show the actual appearance of the product. Differences resulting from the user's monitor or device settings are not grounds for a complaint.
The Seller reserves the right to change prices, withdraw products and update the offer. These changes do not affect orders already confirmed.
By placing an order, the Consumer confirms that the details provided are correct and agrees to pay for the selected products.
The offer includes information about:
- the product price including taxes;
- delivery costs and method;
- available payment methods;
- the ordering procedure;
- the right of withdrawal.
Article 4 — Conclusion of the contract
The sales contract is concluded when the Consumer accepts the offer and meets the conditions required to fulfil the order.
After placing an order, the Consumer will receive electronic confirmation of the order at the email address provided.
The Seller reserves the right to verify an order if there is doubt about the accuracy of the details or the ability to complete payment.
After the contract is concluded, the Seller provides the Consumer with confirmation of the contract and the information required by applicable law.
Orders are fulfilled subject to the availability of the ordered products.
Article 5 — Right of withdrawal
The Consumer has the right to withdraw from a distance contract within 14 days without giving a reason.
The withdrawal period starts on the day the Consumer, or a third party designated by them, receives the product.
During the withdrawal period, the Consumer should handle the product and its packaging only as needed to establish the nature, characteristics and functioning of the product.
To exercise the right of withdrawal, the Consumer should inform the Seller of their decision by email or written statement.
After notifying the withdrawal, the product must be sent back without delay, and no later than 14 days after informing the Seller.
The product should be returned in a resaleable condition, with all accessories and, if possible, in its original packaging.
Article 6 — Return costs in the event of withdrawal
In the event of withdrawal, the Consumer bears the direct cost of returning the product, unless applicable law states otherwise.
After receiving the returned product and approving the return, the Seller will refund the payments received in accordance with applicable law.
The refund will be made using the same payment method as the original transaction, unless the Consumer agrees otherwise.
Article 7 — Exclusion of the right of withdrawal
The right of withdrawal may not apply in cases set out by law, in particular for products:
- made to the Consumer's individual specifications;
- that are personalised;
- that by their nature cannot be returned;
- that deteriorate or expire quickly;
- sealed hygiene products whose packaging has been opened after delivery.
Information about any limitation of the right of withdrawal will always be shown to the Consumer before purchase, where such a limitation applies.
Article 8 — Prices and payments
All prices in the Lovuna online store are gross prices and include VAT, unless clearly stated otherwise.
The product price at the time of ordering is binding for the Consumer.
The Seller reserves the right to change product prices, but such changes do not affect orders placed and confirmed before the price change.
The Consumer must pay using the payment method selected when placing the order.
If a product price is wrong because of a technical or system error, the Seller will inform the Consumer and allow them to decide whether to proceed with the order.
Article 9 — Product conformity and complaints
The Seller ensures that the products offered conform to the contract, have the properties described in the offer and meet the requirements of applicable law.
If a product is faulty or does not match the order, the Consumer has the right to make a complaint under applicable consumer law.
Complaints should be sent in writing or electronically, describing the problem and giving details that identify the order.
The Seller will handle the complaint within the period set by applicable law.
If the complaint is accepted, the Seller may repair the product, replace it or offer another solution in line with the Consumer's rights.
The Seller is not liable for damage caused by improper use of the product contrary to its intended purpose.
Article 10 — Delivery and order fulfilment
The Seller makes every effort to fulfil orders with due care.
Delivery is made to the address given by the Consumer when placing the order.
The estimated delivery time is usually 7 to 14 working days, unless a different time is shown for the product.
If an order is delayed, the Seller will inform the Consumer of the expected delivery date.
If an order cannot be fulfilled, the Consumer will be informed and the payment refunded in accordance with applicable law.
The risk of accidental damage to or loss of the product passes to the Consumer on receipt.
Article 11 — Long-term contracts: duration, termination and renewal
Termination of the contract
The Consumer may terminate an open-ended contract for the regular supply of products or services, subject to the notice period set by applicable law.
A fixed-term contract expires at the end of its term, unless the parties agree otherwise.
The Consumer has the right to:
- terminate the contract under the conditions set out in these terms;
- terminate the contract in the same way it was concluded;
- receive clear information about the notice period.
Change and renewal of the contract
Fixed-term contracts will not be renewed automatically without clear notice to the Consumer where applicable law requires it.
For subscriptions or recurring services, the renewal terms will be shown to the Consumer before the contract is concluded.
An order can only be cancelled within 6 hours of placing it, because orders are prepared for shipping as quickly as possible.
Article 12 — Payments
The Consumer must pay for the order using one of the payment methods offered in the online store.
For electronic payments, the Consumer must provide the correct details required to complete the transaction.
The Consumer should inform the Seller without delay of any irregularities concerning payment details.
If payment is not made, the Seller may take the action provided for by applicable law.
Article 13 — Complaints procedure
Any complaints about products or order fulfilment should be reported to the Seller with a description of the problem and information identifying the order.
The Seller will confirm receipt of the complaint and handle it within the period required by applicable law.
If handling the complaint takes extra time, the Consumer will be told when to expect a response.
If the complaint is accepted, the Seller will take appropriate action in line with the Consumer's rights, which may include repair, replacement or a refund.
Article 14 — Disputes and governing law
Contracts between the Seller and the Consumer are governed by the laws in force in Poland.
In the event of a dispute, the parties will seek to resolve it amicably.
The Consumer also has the right to use available out-of-court dispute resolution methods in accordance with applicable law.
Lovuna reserves the right to update these terms in the event of legal or organisational changes.
Any changes will be published on this page.