Refund and Returns Policy

Overview

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Payment Methods

 

You can pay for your order in different ways. We currently offer the following payment methods:

–Paypal
– Credit card
–iDEAL ( in progress)

Delivery time and shipping costs

We do our best to deliver the order to you as soon as possible. We try to ship orders placed on workdays before 4:00 PM the same day. However, we are not always able to achieve this, sometimes products are out of stock and delivery of your order may take a little longer. The product page contains an indication of the delivery time. If, for whatever reason, we cannot meet this delivery time, we will of course inform you as soon as possible.

The prices stated do not include shipping costs. The shipping costs are:

€6.54 for orders under €40.00
Free for orders over €40.00

Delivery is via PostNL’s postman or parcel deliverer. In general, delivery will take place the next working day between 9:00 AM and 6:00 PM. Unfortunately, we cannot guarantee the time of delivery.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

It may sometimes happen that you want to return an order. Perhaps because you do not like the product or perhaps there is another reason why you would not like the order. Whatever the reason, you have the right to cancel your order up to 14 days after receipt without giving any reason.

You have the right to cancel your order up to 14 days after receipt without giving any reason, provided the seal has not been broken. If the seal is broken, your order is final and cannot be returned. If you exercise your right of withdrawal, you have another 14 days after cancellation to return your product. You will then be credited with the full order amount including shipping costs. Only the costs for returning from your home to the roasting facility are at your own expense. These costs amount to approximately €7.25 per package, consult your carrier’s website for the exact rates. If you exercise your right of withdrawal, the product will be returned to Lula-Cafe with all accessories supplied and – if reasonably possible – in the original condition and packaging. To exercise this right, please contact us at contact@lula-cafe.com. We will then refund the order amount due within 14 days after registering your return, provided that the product has already been returned in good order.

If the product is damaged or the packaging is damaged more than is necessary to try the product, we can pass on this depreciation of the product to you. So handle the product with care and ensure that it is properly packaged when returned.
Exchange product

Would you like to exchange your product? That’s no problem at all. You can contact contact@lula-cafe.com for this. However, you will bear the costs for returning the product yourself.
change delivery address

Accidentally provided the wrong delivery address? Please contact us as soon as possible. We will then try to change the order for you.
Warranty and complaints

We care about our products and naturally do our best to deliver them to you in top condition. However, it sometimes happens that an order is broken during transport or that something else happens that means you can make a claim under the warranty. Legally, you are obliged to report this to us within two months of discovering the defect. If the defect falls within the warranty, we will arrange replacement free of charge.

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