Refund & Returns Policy

Your rights as an EU customer – clear, transparent, and legally compliant.

At Luv Crafts, we want you to shop with confidence. This Refund & Returns Policy complies with applicable European Union consumer protection rules, including the EU Consumer Rights Directive and EU legal guarantee provisions. Your statutory rights are not limited by this policy.

1. Delivery Responsibility

We are responsible for your order until it is delivered to you (or a person you nominate). If your parcel is lost or not delivered, please contact us and we will investigate and resolve the matter in accordance with applicable EU consumer laws.

2. Right of Withdrawal (14-Day Cooling-Off Period)

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.

  • The withdrawal period expires 14 days after the day you (or a third party appointed by you) receive the goods.
  • To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g., email).

Email: support@luvcrafts.com

3. Conditions for Return (Withdrawal)

To be eligible for a refund under the withdrawal right:

  • The item must be returned in a condition consistent with careful handling.
  • The item should be returned in its original packaging where reasonably possible.
  • You are responsible only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

4. Exemptions from the Right of Withdrawal

The right of withdrawal does not apply to:

  • Custom-made or personalized candles.
  • Products made to the customer's specifications.
  • Sealed goods not suitable for return for hygiene reasons once unsealed (where applicable).

5. Return Process (Withdrawal Returns)

  1. Contact us within 14 days of receiving your order.
  2. We will provide return instructions.
  3. Return the goods within 14 days of notifying us.

Unless the item is defective or damaged in transit, the customer is responsible for return shipping costs.

6. Refunds (Withdrawal Returns)

If you withdraw from the contract, we will reimburse payments received from you.

  • Refunds will be issued within 14 days from the day we are informed of your decision to withdraw.
  • We may withhold reimbursement until we have received the goods back..
  • Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

Return Shipping Costs: In the event of withdrawal under the 14-day cooling-off period, the customer is responsible for the direct cost of returning the goods to Luv Crafts, unless the goods are defective or damaged upon delivery.

7. Damaged or Defective Products

Our candles are handcrafted and may contain delicate design elements. We carefully package every order. If your item arrives damaged or defective, please follow the instructions below.

7.1 Same-Day Reporting Requirement for Delivery Damage

If your order arrives visibly damaged, you must notify us on the same calendar day as delivery (local delivery date). This allows us to promptly investigate with the shipping provider.

  • Please provide clear photos of the damaged product.
  • Include photos of the inner packaging and the outer shipping box with label visible.
  • Retain all packaging materials until the matter is resolved.

This same-day notification requirement applies specifically to visible transport damage and does not affect your statutory rights regarding hidden defects under EU law.

7.2 Remedies for Confirmed Damage or Defects

Where damage or a defect is confirmed, we will offer an appropriate remedy in accordance with EU consumer protection rules, which may include:

  • A replacement, or
  • A full or partial refund (including applicable delivery costs where required by law).

7.3 Breakage After Delivery / Customer Handling

We are not responsible for damage occurring after successful delivery, including but not limited to:

  • Breakage due to drops, impact, improper storage, or exposure to excessive heat.
  • Damage caused by misuse, alteration, carving, cutting, intentional breaking, or use contrary to provided care and safety instructions.

If you believe damage occurred due to a manufacturing fault rather than handling, please contact us with detailed information and supporting evidence for review.

8. Review and Assessment of Claims

To ensure fairness and prevent misuse, all refund and return requests are reviewed on a case-by-case basis.

  • We may request reasonable evidence (photos, descriptions, delivery documentation).
  • Refunds or replacements will be granted where claims are verified as genuine.
  • We reserve the right to refuse claims where evidence indicates misuse, post-delivery damage, or fraudulent activity.

This clause does not limit your mandatory statutory rights under EU consumer law.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  • Check your bank account again.
  • Contact your payment provider.
  • If the issue persists, contact us directly.

10. Legal Warranty

Under EU law, consumers are entitled to a minimum 2-year legal guarantee that goods conform to the contract at the time of delivery.

This means the product must match its description, be free from manufacturing defects, and function as reasonably expected.

This legal guarantee does not cover:

  • Normal wear and consumption through proper use (e.g., burning of candles).
  • Damage caused by misuse, improper storage, accidents, or failure to follow safety instructions.

Your statutory rights remain unaffected.

11. Contact Information

If you have any questions regarding returns or refunds, please contact:

Luv Crafts
Email: support@luvcrafts.com
Chamber of Commerce (KvK): 99657228

Luv Crafts – handcrafted with care, handled with responsibility.