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General information
Lucia Care Aps
Sankt Anne Pl. 2
5000 Odense
Company registration no.: 42499781
Customer service: info@luciacare.com
Telephone: 2277 6441
1. Placement of orders
Placing an order through our website or crowdfunding campaign through Coop is not a legally binding agreement. Lucia Care therefore has the option to cancel your order due to printing errors, technical problems, delivery failures and similar situations. Binding order confirmation / invoice will not be sent to you until we have shipped your order. You will automatically receive an e-mail stating which items you have ordered. This is only an electronic receipt for receipt of your order and is not a legally binding order confirmation. The agreement is only binding once you have received an email from Lucia Care with information that your order has been shipped.
2. Payment
At Luciacare.com you can pay with the following payment cards: Dankort, Visa, Mastercard, Visa Electron, MobilePay. No fee is charged. In connection with the payment transaction being completed, your payment information will be stored until the individual payment transactions have been processed. Your payment and card information is stored with our payment provider as well as a certified partner in connection with a crowdfunding campaign. When paying with a payment card, your information is sent directly and SSL encrypted to Lucia Care’s payment provider. Lucia Care does not have access to your payment information.
3. Delivery
We offer delivery using GLS.
Within EU:
- For orders under 150 EUR: Shipping is 13 EUR.
- For orders 150 EUR and over: Shipping is free of charge.
Outside EU:
- For orders under 150 EUR: Shipping is 20 EUR.
- For orders 150 EUR and over: Shipping is free of charge.
Expected delivery time is 2-5 business days, however, pre-orders will have a longer delivery time. The delivery time is stated under the individual item. If you order several items, some of which are for delivery later, you will only receive your order when all items are in stock. If you instead wishto receive items immediately, we recommend that you make separate orders.
During busy periods it may take longer to process your order.
Shipping is free of charge in Denmark to parcel pickup locations.
4. Return and Refunds
When you shop at Luciacare.com you have the right to withdraw your purchase within 30 days.
The withdrawal period expires 30 days after;
- The day you receive your item or
- Delivery of the last item if your order contains pre-orders
You must notify us within 30 days of receipt that you wish to cancel your purchase. The notice must be given by contacting customer service at info@luciacare.com. Remember to state your order number. In your message, you must make it clear to us that you wish to exercise your right of cancellation. You can also choose to use our standard cancellation form, which you will find at the bottom of this page.
You can not regret by simply refusing to receive the item or not collecting it from the parcel pickup location without at the same time giving us a clear notice of this.
The following products are exempt from the right of cancellation:
Delivery of products which, for health or hygiene reasons, are not suitable to be returned and where the packaging has been broken following delivery.
4.1. Return
You must return the items without undue delay and no later than 14 days after you have notified us that you wish to cancel your purchase.
Upon return, you are responsible for the items being packed properly. You bear the risk for the items until we receive it. Thus, keep the receipt and any track and trace number.
4.2. The condition of the item for return
You are liable for any deterioration in the value of the item, which is due to handling other than what is necessary to determine the item’s nature, properties and the way it works. In other words – you can try the item in the same way as if you tried it in a physical store.
Items without a seal that have been opened, are considered used, which means that upon cancellation of the purchase, you may only receive part of or no refund.
4.3. Refund and return of the item
If you regret your purchase, you will of course receive a refund, including delivery costs. However, this does not apply in the following cases:
If you have purchased several items in one order and only regret part of your purchase, we will not refund the delivery costs.
If you have chosen a form of delivery that is more expensive than the cheapest form of delivery that we offer, the difference will not be refunded.
In the event of a decrease in value for which you are liable, this purchase amount will be deducted. When returning the purchased item in case of cancellation, you must pay the shipping costs.
We will refund your payment within 14 days from the date we received your returned products. We will issue a refund using the same means of payment that you used at the time of purchase.
If you regret your purchase, the item must be sent to:
Lucia Care Logistics
Europavej 10
8990 Fårup
Denmark
4.4. What should be included in the return?
You must attach a copy of the order confirmation. The return order will be processed faster if you also fill out our standard cancellation form, which you will find below.
Please note that we do not accept parcels sent per cash on delivery or by direct contact.
5. Right of Warranty
When you shop at Luciacare.com, you have a 24 month legal warranty if you have purchased a product which proves to be faulty. This means that you can have the item repaired, exchanged, receive a refund or a reduction in the price, depending on the specific situation.
It is, of course, a requirement that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damaging behavior.
5.1. Procedure for use of your right of warranty
ØnskerIf you wish to complain about a product, please contact our customer service at info@luciacare.com. Please include a detailed description of the complaints as well as pictures of the defect.
Complaints will usually be processed within 7 business days.
You must complain within a “reasonable time” after you have discovered the defect in the item. If you complain within two months after the defect is discovered, the complaint will always be timely.
6. Personal data
The personal data provided to Lucia Care in connection with your purchase at Luciacare.com is:
Name
Address
Phone number
Information about purchased products
We process your personal information for the purpose of being able to dispatch your order, and to process inquiries regarding your purchase.
The personal information is registered with Luciacare.com and stored for five years, after which the information is deleted. When personal information is collected via our website, we ensure that it is always done by giving your express consent, so that you are informed about exactly what information is collected and when it is deleted, and what rights you have as registered.
7. Complaints procedure
If you have any complaint about your purchase, please contact our customer service: info@luciacare.com
You may also submit a complaint about purchased items:
Center for Complaint Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg
- The European Commission’s online complaints portal. This is particularly relevant if you are a consumer residing in another EU country. Complaints can be submitted here – http://ec.europa.eu/odr.
- When submitting a complaint, you must state our email address info@luciacare.com
8. Disclaimer
Luciacare.com reserves the right to cancel orders without subject to notice on account of typos, technical errors, changes in VAT and taxes, sold out items or force majeure including labor disputes and defects in or delays in deliveries from our subcontractors.
Standard cancellation form
(for use only if you exercise your right of cancellation)
To
Lucia Care Logistics
Europavej 10
8990 Fårup
Order no:
Date of order:
Customers name:
Customers address:
Customers signature (for use if submitting form on paper only)
Date:
