General terms and conditions

Last updated: December 11, 2025

Valid for: www.bylolaluna.com and www.bylolaluna.nl

Article 1 – Definitions

In these terms and conditions the following terms shall have the following meanings:

  1. Entrepreneur: By LoLaLuna, acting as a provider via the website.
  2. Customer / consumer: The natural person who does not act in the exercise of a profession or business and who concludes a distance contract.
  3. Agreement: A distance contract between customer and entrepreneur via the webshop.
  4. Reflection period: The period of 14 days within which the customer can make use of the right of withdrawal.
  5. Products: All items offered through the website, both physical and digital.

Article 2 – Identity of the entrepreneur

By LoLaLuna
Chamber of Commerce number: 98783459
Establishment number: 000063923459
Visiting address: Protected address (in accordance with Article 51 of the Trade Register Decree)
Postal address: PO Box 5212, 1410 AE Naarden
Email: info@bylolaluna.com
Websites:

Article 3 – Applicability

  1. These general terms and conditions apply to every offer from the entrepreneur and to all agreements concluded through the website.
  2. The customer must read these terms and conditions before placing an order.

Article 4 – The offer

  1. The offer contains a clear description of the products.
  2. Obvious errors or typographical errors do not bind the entrepreneur.
  3. Each offer is valid while supplies last.

Article 5 – The Agreement

  1. The agreement is concluded when the customer places an order and has made payment.
  2. After ordering, the customer will receive a confirmation by email.

Article 6 – Right of withdrawal

  1. The customer has the right to cancel an order within 14 days of receipt without giving any reason.
  2. After cancellation, the customer has another 14 days to return the product.
  3. During the cooling-off period, the customer shall handle the product with care.

Article 7 – Exceptions to the right of withdrawal

The following products cannot be returned:

  1. Personalized or custom-made products.
  2. Sealed hygiene products where the seal has been broken.
  3. Digital products that have been made available immediately.

Article 8 – Customer obligations during the cooling-off period

  1. The customer may only handle the product as permitted in a physical store.
  2. Depreciation due to further use may be passed on.

Article 9 – Costs of returning

  1. The customer bears the costs of returning the order, unless otherwise agreed.
  2. If an error was made by the entrepreneur, return costs will be reimbursed.

Article 10 – Refund

  1. After receipt and approval of the return, the purchase amount will be refunded within 14 days .
  2. Refunds will be made using the same payment method used to make the payment.

Article 11 – Prices and payment

  1. All prices include VAT and exclude shipping costs, unless otherwise stated.
  2. Payment must be made in full at checkout.
  3. In case of incomplete payment, the company may cancel the order.

Article 12 – Delivery and execution

  1. The entrepreneur handles the processing and delivery of orders with care.
  2. If delivery is delayed, the customer will be informed as soon as possible.
  3. The risk of damage or loss passes to the customer upon receipt of the product.

Article 13 – Liability

  1. The entrepreneur is not liable for indirect damage, such as consequential damage or lost profits.
  2. Liability is limited to the purchase amount of the order in question.
  3. The entrepreneur is not responsible for damage caused by incorrect use of products.

Article 14 – Complaints procedure

  1. Complaints must be reported in writing within a reasonable period of time via info@bylolaluna.com .
  2. The customer will receive a substantive response within 14 days .
  3. In case of unresolved disputes, the customer can use European Online Dispute Resolution:
    https://ec.europa.eu/consumers/odr

Article 15 – Privacy & data protection

  1. The entrepreneur processes personal data in accordance with the GDPR .
  2. The privacy statement on the website explains how data is collected, stored and used.

Article 16 – Force Majeure

  1. In the event of force majeure (such as disruptions, illness, logistical problems or natural disasters), the entrepreneur is not liable for delays or damage.
  2. The customer will be informed as soon as possible in the event of force majeure.

Article 17 – Intellectual property

  1. All content, photos, products and designs on the website are the property of By LoLaLuna.
  2. It is not permitted to copy, distribute or commercially use any material without written permission.

Article 18 – Applicable law

  1. These terms and conditions are exclusively governed by Dutch law .
  2. Disputes will be submitted to the competent court in the Netherlands.

Article 19 – Changes to terms and conditions

  1. The entrepreneur can change these conditions.
  2. The most recent version always applies to new orders.