Terugbetalingsbeleid

Return & Refund Policy

1. Return Period

You have the right to return your order within 30 days of receiving it.

After registering your return, you have an additional 14 days to send the product back.

2. Conditions for Returns

To be eligible for a return:

  • The product must be unused and undamaged
  • The product must be in its original condition and packaging (where reasonably possible)
  • The product may only be used to the extent necessary to inspect it, as you would in a physical store

Hygiene products (such as earbuds):
These must not have been worn or used in the ear. If they have been used, the right of return is void.

We reserve the right to apply a reduction in value if the product shows signs of use beyond what is necessary for inspection.

3. Return Procedure

Returns must be registered in advance via:
📧 support@getluki.nl

Please include:

  • Order number
  • Name
  • (Optional) reason for return

After approval, you will receive return instructions.

4. Return Shipping Costs

  • Return shipping costs are the responsibility of the customer
  • We strongly recommend using track & trace
  • The customer is responsible for the return shipment until it is received by us

5. Refunds

Once we have received and inspected your return:

  • Your refund will be processed within 5 business days
  • Refunds will be issued via the original payment method

Shipping costs:

  • Original shipping costs are only refunded if the entire order is returned
  • For partial returns, only the product value will be refunded

6. Exceptions

Returns will not be accepted for:

  • Used hygiene products (such as earbuds)
  • Products damaged due to misuse
  • Products no longer in resellable condition
  • Customized or personalized products 

7. Defective or Incorrect Products

If you received a defective or incorrect product:

  • Contact us within 48 hours of delivery at support@getluki.nl
  • Include clear photos of the issue

We will provide, at no cost:

  • A replacement, or
  • A full refund

8. Unclaimed or Refused Shipments

If a shipment is not collected or is refused:

  • Any incurred shipping and return costs will be deducted from the refund