Refund policy
RETURN AND REFUND POLICY
We operate a 14-day return policy. This means that you have 14 calendar days from the date you receive the product to notify us that you wish to withdraw from the purchase.
To start a return, please contact us at:
Please provide your order number, the customer’s name, the product you wish to return, and a clear statement confirming that you wish to exercise your right of withdrawal.
Returns must be sent to:
Urbanización Dominion Beach, 90
29689 Estepona, Málaga
Spain
Please do not send any product back without notifying us first. Returns sent without prior notice may take longer to process if we are unable to identify the order.
RETURN CONDITIONS
The product must be returned complete and with all included parts and accessories.
The customer may inspect the product to the extent that would reasonably be possible in a physical store.
If the product has been used or handled beyond what is necessary to establish its nature, characteristics, condition and contents, the refund amount may be reduced to reflect any loss in value.
We recommend retaining and using the original packaging to ensure safe return transportation. However, the absence of the original packaging does not by itself remove the customer’s statutory right of return.
OUTLET, SHOWROOM AND DISCOUNTED PRODUCTS
Outlet, showroom, discounted, last-unit and sale products may also be returned within 14 days when purchased through the website.
A discount or classification as outlet, showroom or last chance does not by itself remove the right of return.
All known product characteristics, including scratches, showroom marks, damaged packaging, missing components or other specific features, must be disclosed in the product description or confirmed by the customer before the sales contract is concluded.
Characteristics disclosed to and accepted by the customer in advance will not be treated as hidden defects.
DAMAGED, INCORRECT OR NON-CONFORMING PRODUCTS
Please inspect the product when it is delivered.
Contact us as soon as possible if the product:
-
was damaged during delivery;
-
has a defect;
-
differs from the confirmed description;
-
does not correspond to the order; or
-
was sent in error.
You can contact us at info@nordluca.com or via WhatsApp at +34 685 638 016.
Where possible, please include photographs of the product, packaging and damage.
In these cases, NordLuca will arrange or cover the reasonable costs of return or collection and provide a remedy in accordance with applicable law.
RETURN SHIPPING COSTS
If the customer returns the product because they have changed their mind, the cost of return transportation is the customer’s responsibility.
Furniture and other bulky products normally cannot be returned using standard postal services. The cost of return transportation depends on the size of the product, the collection address, access conditions and the carrier’s charges.
Please contact us before arranging a return so that the transportation method can be agreed.
If the product is damaged, incorrectly supplied, defective or does not conform to the confirmed description, NordLuca will cover the reasonable return costs.
EXCEPTIONS
The right of withdrawal may not apply to products that are:
-
made to order;
-
made according to the customer’s measurements or specifications;
-
clearly personalised; or
-
covered by another exception under applicable law.
Ordinary outlet, showroom or discounted furniture is not considered non-returnable solely because of its discount or sales category.
EXCHANGES
We do not offer a standard product exchange service.
If the customer wishes to receive a different product, the current product must first be returned and a separate new order may then be placed.
Because many NordLuca products are unique pieces, showroom items or last units, replacement with an identical product may not be possible.
REFUNDS
Once the returned product has been received and inspected, we will notify you whether the refund has been approved.
If payment has already been made, the refund will be issued using the same payment method or another method agreed with the customer.
The refund will be made within 14 days from the date we receive the customer’s notice of withdrawal.
NordLuca may withhold the refund until the goods have been received or until the customer provides evidence that the goods have been returned, whichever occurs first.
The refund will include the price of the product and the cost of the least expensive standard delivery method offered for the order.
Additional costs resulting from express, premium or another delivery method specifically selected by the customer will not be refunded.
CONTACT
Email:
info@nordluca.com
Phone and WhatsApp:
+34 685 638 016
Return address:
Urbanización Dominion Beach, 90
29689 Estepona, Málaga
Spain