Delivery And Refund Policy
Delivery Methods and Costs
Luis Bien undertakes to deliver the goods without undue delay and in any case no later than 30 days from the conclusion of the contract. The delivery of the products will be made by courier, and the times will vary according to the destination. The terms indicated at the time of the purchase order are however indicative. Luis Bien delivers all over the world. except the Russian Federation.
No liability, for any reason, may be charged by the Customer to Luis Bien in the event of a delay in order fulfillment or delivery of the Products covered by the Purchase Contracts.
The orders will be sent to the postal address specified by the Customer. Upon delivery of the products by Luis Bien to the courier in charge, the customer will be sent an e-mail confirming the shipment.
Deliveries will be made from Monday to Friday, during normal office hours, excluding national holidays in the manner indicated by the courier chosen by the Customer. Delivery is considered completed when the product is made available to the customer at the address specified in the order form. In case of non-delivery due to the absence of the recipient at the specified address, the courier will notify the non-delivery and will try a new one, according to the methods established by them.
If it is impossible to carry out the new delivery due to the absence of the recipient, Customer Service will attempt to contact the customer to schedule a further delivery. In the event that Customer Service fails to contact the customer for the next 10 days or in the event of further impossibility of delivery due to the absence of the recipient, the Products covered by the order will be returned to Luis Bien.
After 30 (thirty) days from the date on which the products object of the order were returned to Luis Bien due to the impossibility of carrying out the delivery, the contract will be considered terminated and the purchase order canceled pursuant to art. 1456 of the Civil Code. Luis Bien will reimburse the sum paid by the Customer net of the costs of returning the Products and the costs of custody of the same at the branch of the courier appointed for delivery.
The termination of the contract and the amount of the refund will be communicated by e-mail. The refund amount will be credited to the payment method used by the Customer for the purchase. In the event that, before the expiration of the thirty days, the Customer requests to receive the purchased Products again, Luis Bien will proceed with the new delivery after charging, in addition to the costs of the same, the costs of returning the Products to Luis Bien and the costs of custody.
Upon delivery of the products by the courier appointed by Luis Bien, the customer is required to scrupulously check:
a) That the packaging is not damaged or otherwise altered.
b) That the number of pieces delivered corresponds to what is indicated in the Transport Document / Picking List / Order.
Any damage to packaging and products or the mismatch in the number of pieces / packages or indications must be immediately contested by the Customer, who may contact Luis Bien through Customer Service specifying the order for which such misunderstandings occurred.
Cases of force majeure, unavailability of means of transport, as well as unforeseeable or unavoidable events that cause a delay in deliveries or make deliveries difficult or impossible or cause a significant increase in the cost of delivery for Luis Bien, will give it the right to split , postpone or cancel, in whole or in part, the expected delivery or to terminate the Purchase Agreement. In such cases, Luis Bien will be responsible for providing timely and adequate communication of his decisions to the e-mail address indicated by the Customer and the latter will have the right to a refund of any price already paid, excluding any further claim, for any reason, against by Luis Bien.
Items shipped outside the European Union (“EU”) may be subject to taxes and customs duties in the country of destination (“Import costs”). The recipient of the shipment will be the importer of the goods in the country of destination and will be responsible for all import costs.
RETURN AND REFUND
How Can I Return An item?
If you are not satisfied with the product you have ordered, no problem! You have 14 working days from receipt of the goods to notify us that you want to return the product. For each order, only one return request is allowed and you can request a refund of the product.
To make the return you simply have to:
Contact us via our social media accounts or contact number ( +44 7916 644278)
Indicate name, surname and order number;
Download, fill in the return form at the bottom of the page, and insert it in the package;
Send it to the address you find in the form itself.
The only expenses to be incurred are those of returning the purchased products.
Once your return is received, Luis Bien reserves thirty (30) days to process the refund. In case of problems, we will contact you as soon as possible.
Only return requests that meet the following requirements will be accepted:
– That the items and packaging are in their original condition;
– That the items have not been opened after delivery (for hygienic reasons and related to health protection).
In the event that an item does not meet one of the listed requirements, you will not be entitled to a replacement or refund.
Return shipping costs (except for errors attributable to the company) are charged to the customer.
The refund will be made within thirty (30) days of receipt of the package, via PayPal or credit card. Luis Bien will not make any refunds until he has received the product in question and has checked the conditions of the same. Once the status of the product has been verified by the Quality Office, the administration will activate the refund procedures.