Terms and conditions of sale and subscription

About the company

The website is owned and operated by:

LULAB A/S

Østre Teglværksvej 24
3450 Allerød
Phone: 48135040
Email: contact@lulab.com
CVR: 15560738

Product information

The most important features of the product are listed on lulab.com. If you have any further questions about a product, please feel free to contact us at +45 48135040 or at contact@lulab.com .

Ordering products

When you place an order via lulab.com, the order is a binding offer to purchase products in accordance with these terms and conditions. Before you approve your order, you will have the opportunity to correct or delete products you have added to your shopping cart and change the information you have provided in connection with your purchase. Your order is not shipped or binding until you have completed your purchase.

Prices and payment

The price of a product is the price listed on lulab.com at the time of ordering. We reserve the right to make corrections. The price for any delivery is listed on your order, and the total price for your order appears in the order confirmation. All prices for products on lulab.com are valid until changed. Prices are stated in Danish kroner incl. VAT or Euro incl. VAT, but excl. delivery costs. It is possible to pay with VISA, MasterCard, Maestro, Google Pay, Apple Pay and MobilePay. We do not charge a card fee. LULAB will only deduct the amount from your account when the respective order is ready for shipment. When the transaction has been completed, this will be reflected in your account. When paying by credit card, your information is sent directly and SSL encrypted to LULAB's payment provider. LULAB therefore does not have access to your payment information at any time. Find more information about our satisfaction guarantee further down, where we offer a full refund of the order amount excluding shipping costs if you are not satisfied with your products.

Order confirmation

LULAB will send you an electronic order confirmation as approval of your purchase. The order confirmation contains the order number, name, address, delivery address, payment method, specification of the ordered products and the total price including any delivery costs. LULAB has a digital copy of all orders, but it is recommended that you keep the order confirmation yourself, as it contains important information about the sale. The order confirmation is also relevant if you have objections to the purchased item. A final agreement is concluded when the order confirmation is sent from LULAB, and the agreement includes the products listed in the order confirmation. When you receive the order confirmation, it is recommended that you review it and contact LULAB immediately if you believe it contains errors or discrepancies. The information in the order confirmation applies unless you object in writing immediately after receiving the order confirmation, as LULAB produces and ships the product immediately after receiving the order.

Shipping and rules for unclaimed packages

We begin production only once your order has been placed, and we normally ship your order within 1–3 business days after order confirmation. In case of any production-related delays, we will contact you as soon as possible. Delays caused by the shipping carrier are handled by the selected carrier. If a package is returned to us, for example because it was not collected in time, LULAB may charge the actual shipping costs for resending. 
If the package is returned and we are unable to contact you, or if the order is cancelled, a cancellation fee of 30% of the order amount will be charged, with a minimum of DKK 75. Any refunded amount will also have the actual shipping costs deducted. If you have any questions regarding your order, you are always welcome to contact us. All shipments are sent with tracking. Questions regarding delivery should be directed to the selected shipping carrier. Delivery costs appear in your order and order confirmation.

Subscription

When you purchase products on a subscription basis, you will receive recurring deliveries. These are based on the duration of the subscription and the delivery intervals you choose. Your payment details will be stored securely and you will be charged for each of these deliveries unless you choose to pay in advance.  Some subscriptions may automatically renew at the end of their term. If you do not wish to renew a subscription, you can cancel it. If you wish to cancel or change your subscription, you can do so at any time. Your order confirmation emails have links to your order. You can manage your subscription from there. See our satisfaction guarantee for more details about returns and refunds.

Satisfaction guarantee

At LULAB, we offer a 100% satisfaction guarantee on selected products, valid once you have received your order. If you are not satisfied with your products, we will refund the amount excluding shipping costs, provided that we receive your claim within 30 days of receipt. Please contact our customer service at contact@lulab.com. We are ready to assist you. Returns can only be made by prior agreement and must be sent immediately after the claim is made. Refunds will be issued to the payment card used for the purchase once the products have been received in return. LULAB reserves the right to refuse the use of the satisfaction guarantee if the conditions are not met. Contact our customer service at contact@lulab.com. We are ready to help you.

Right of withdrawal for customized products

All LULAB products are individually manufactured based on your personal hair analysis. By placing an order, you accept that production begins immediately after the order is submitted, and that the purchase is therefore not covered by the right of withdrawal, in accordance with consumer contract regulations regarding custom-made goods. Instead, we offer the satisfaction guarantee described above.

If you want to complain

If you want to complain about your purchase, you can contact us at +45 48135040 or by writing an e-mail to contact@lulab.com . You can also file a complaint about a product you have purchased from us to the Center for Complaints Resolution at the Danish Competition and Consumer Authority, Carl Jacobsens Vej 35, 2500 Valby. You can complain to the Center for Complaints Resolution via www.forbrug.dk.

You can also use the European Commission's online complaint portal to file a complaint. This is particularly relevant if you are a consumer residing in another EU country. The complaint is filed here: EU online complaints. When filing a complaint, please provide our email address: contact@lulab.com .

Duty of investigation and deficiencies

When you receive the purchased item, you must immediately inspect the purchased item, including carefully inspecting the delivered item to determine whether it has any defects or deficiencies.

Personal information

Read our privacy policy here: Privacy Policy - LULAB

Cookies

LULAB uses cookies to optimize the customer journey. Find our cookie policy here: Cookie Policy - LULAB

Newsletters and email marketing

When you provide your email address in connection with a purchase from LULAB, you also agree that LULAB may use the email address to contact you regarding the current agreement and for marketing similar products, unless you have requested this. In addition, LULAB may generally use the email address to market products and services to you to the extent that you have consented to receiving this marketing material. You can always opt out of receiving marketing material by using the link in the electronic marketing material that you have been sent.

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