Warranty

WARRANTY

We provide a 2-year manufacturing warranty for each of our products. If the product has any flaws that have appeared during usage that are connected to the quality of manufacturing or materials we will gladly sort everything out. The warranty is void if any mechanical damage or tear from the user is found.

In order to send the warranty application you need to send the following info and documents to our e-mail [email protected]:

Order confirmation document;
Order invoice;
Photos and description of the flaws;
Personal contact info.
There are 2 ways how we can resolve your warranty claim:

In case of only a specific furniture part is faulty – we identify the part – and send you the replacement for free, covering all the shipping costs.
In case of the whole furniture piece needs to be replaced – you will need to send us the faulty furniture piece as it is, and we will cover the return shipping costs. After checking the fault (and making sure that there is no mechanical damage done by the user), we will either fix the item or send a brand-new furniture piece as a replacement, covering all the shipping costs.
In case you have any questions please contact our support by email and we will gladly solve any of your problems as soon as possible.

RECEIVING THE SHIPMENT

Please look at and evaluate the condition of the shipment at the time of receipt! If you notice any damage on it, be sure to take a photo before opening the package as well. Also take a photo of the inside of the package. Please photograph product damage in as many positions as possible. We will be very grateful for timely mutual assistance and will urgently take all necessary measures to compensate for the resulting losses, if necessary, after the survey.

If you have received a product damaged in transit, sent by mistake, or a product with a defect, contact us immediately by e-mail at [email protected]. Such incidents happen very rarely, – we apologize for the inconvenience.

We will assess the condition of the product and provide immediate assistance by sending out a new product or parts if necessary.

RIGHT OF CANCELLATION

Private persons have the right to cancel within 14 days without stating reasons.

The cancellation deadline shall be 14 days from the day on which you or a third party appointed by you, have or has taken possession of the last goods (14 days for goods on sale).

If you have ordered more items in one order and we are not able to deliver the goods at the same time, the right of cancellation runs from the time when you or another person of your choosing has the last goods in physical possession.

If the deadline expires on a national holiday, May 4, Saturday, Christmas Eve, or New Year’s Day, the deadline is extended to the following business day.

How to make use of your right of cancellation
You can cancel the order by noticing us thereof. Please contact us via e-mail or telephone to let us know that you want to return:

E-mail: [email protected]

You cannot use your right of cancellation by refusing to accept the goods at delivery, or by omitting to collect them, without at the same time letting us know that you wish to return them.

If you do this, we will immediately acknowledge the reception of your cancellation via e-mail.

The deadline for cancellation is kept if you notify us of the cancellation before the time limit expires.

Return of the goods and return costs
If you have canceled an order, you must send or deliver the goods to:

Luula Ltd.
Ezeru laukuma 1
Talsi LV-3201
Latvia

without unnecessary delay and at the latest 14 days after you notify us of your cancellation. The time deadline is kept if you return the goods before the expiry of the 14 days.

Postage as well as any other expenses in relation to returning such as secure packaging must be paid by you, the customer. If a package is not picked up, we reserve the right to deduct the costs incurred by us from the purchase price before reimbursement. Please, be aware that some carriers charge a fine if the package is not picked up.

Upon return, you are responsible for wrapping the goods securely. You hold the risk of the goods as of delivery. You are responsible for the arrival of the package at our warehouse. We recommend using track and trace so that you may follow the shipment.

Please note: The return parcel must be shipped with ‘door to door’ delivery. Return parcels delivered to parcel shops cannot be processed and will be returned to the sender.

Some goods cannot – due to their size – be sent by regular mail and will instead have to be returned via a special carrier. This goes for most furniture such as desks, tables, chairs, climbing sets, etc.

The return cost depends on the goods’ weight and volume, as well as the distance. Typically, there is a fixed price per kilometer. Please note that there may be a difference in price according to the chosen carrier. You can get offers on the price for returning your goods by contacting a carrier.

Returns from the UK

If you wish to return a product from the UK, you are responsible for paying all the associated costs related to the return shipment.

 

Refund

When you use the right of cancellation for the entire purchase, we refund all payments from you, including any standard freight charges (no return costs). However, if you choose a more expensive form of delivery than our standard delivery, we will not refund any additional costs associated with the more expensive form of delivery.

By partial cancellation, we don’t refund the freight charges.

We refund the amount without undue delay and in any case no later than 14 days from the date of receiving your notice. However, we reserve the right to hold the return payment until we have received the goods you returned, or you have presented documentation confirming that you have returned the items before we have received them.

We can withhold the reimbursement until we have received the refunded items or you have sent documentation proving the return of the products.

We will complete such compensation via the same means of payment you used for the original transaction (including gift cards). In any case, you will not be charged any fees as a consequence