Updated on July 1st, 2020
These Terms of Delivery include the terms and conditions applicable to all orders made through the Lunette online store (the “Online Store”) maintained by Lune Group Oy Ltd (Business ID 1999762-1, hereinafter ”Lunette” or ”we”). These Delivery Terms contain information about, for example, available delivery options and costs, payment methods, customer complaints and product returns.
- Order and Delivery
- Payment Methods
- Defective Products and Customer Complaints
- Right of Withdrawal and Returns
- Return of payments
- Other Terms
- Force Majeure
- Gowerning Law and Dispute Resolution
These Terms of Delivery apply to all orders made by you (the “Customer” or “you) through the Online Store. You must accept these Terms of Delivery before you can order products from the Online Store. By accepting these Terms of Delivery, you agree to be bound by them in their entirety.
All purchases made from the Online Store are subject to the Terms of Delivery in force at the time of placing the order. You can review the most current Terms of Delivery and print or save them at any time at http://lunette.com. We reserve the right to update and make changes to these Terms of Delivery and prices displayed on the Online Store without prior notice.
Unless otherwise indicated, all our prices are in Euro currency and include VAT 24%. Applicable shipping fees are determined based on the delivery method chosen by you and will be added to the products’ price at the checkout.
NB! If you order products to a destination outside of European Union, you may be required to pay extra duties (including VAT), customs charges and/or other charges in the destination country. The Customer is responsible for all such duties, customs charges and other charges applicable to the order in the destination country.
We reserve the right to cancel the sale in case the product’s price indicated at the Online Store clearly differs from the real market price due to e.g. a technical or human error.
For the sake of clarity, these Terms of Delivery do not in any way limit a consumer’s rights under the mandatory provisions of the Finnish Consumer Protection Act or the mandatory laws of a consumer’s place of residence.
Order and Delivery
The agreement between you and Lunette is deemed concluded when we have confirmed your order and you have received an order confirmation from us via email. Please note that, depending on your email provider, the order confirmation may be automatically filtered out to ‘Junk Mail’ or ‘Spam’ folder.
All orders are processed in the order of arrival on normal business days. Normally, we will process the order on the next business day from receipt.
The delivery time depends on the delivery method chosen by you as well as the destination. All delivery times indicated at the Online Store are only estimated delivery times and not binding. You will see the estimated delivery time at the checkout before placing the order. We will contact you via email or phone in case of deviations in delivery times.
Unless otherwise provided by the mandatory laws of a consumer’s place of residence, Lunette is not liable to compensate the Customer for any delays in delivery or any damages caused by such delay.
Please check the available delivery options and applicable shipping fees here.
You can track and collect your parcel by using the tracking code provided to you. Please be sure to include your phone number in your order to receive the notice of arrival.
If you have chosen a delivery method where the parcel is to be collected from a certain collection point, you must collect the parcel within the time limit indicated in the notice of arrival. We will not resend parcels that have not been collected by the Customer and are returned to us for that reason.
Important: Failure to collect a parcel from the collection point is not considered as an exercise of the right of withdrawal or return as stipulated in Section 5. If the Customer fails or neglects to collect the parcel within the time limit indicated in the notice of arrival, Lunette has the right to charge from the Customer for the processing of the uncollected parcel returned to Lunette a separate processing fee of 10 Euros, which will be deducted from the total sum of payments to be returned to the Customer.
Please check the shipping address carefully before placing the order. If the parcel is returned to us because the shipping address given by you is incorrect or erroneous, the returned parcel will be processed as an uncollected parcel.
Please check the condition of the parcel immediately upon collection. If the parcel and the products have been damaged during transport, file a complaint to the transportation company immediately. After filing the complaint, follow the instructions under Section 4 below.
You can choose any of the below payment methods to pay your order. In case of an unpaid order, we will reserve the ordered products for up to 14 days, after which the products will be returned for sale.
Some of the payment methods may require registering to the customer register of Lunette or a third party. The terms of service of third-party service providers can be found on each service provider’s own website.
PayPal is an online payment system that supports online money transfers. All payments made through PayPal are subject to an additional fee of 3%. If you choose PayPal as payment method, the payment is charged directly from your PayPal account or from your credit card through PayPal. Read more on PayPal here at paypal.com.
NB! If you made the payment to our PayPal account even though you did not choose PayPal as your payment method when placing the order, please inform us of this via email to firstname.lastname@example.org.
Stripe is a safe and easy payment method. When you select a credit card payment on the Payment Method Selection page, Stripe acts as a paying agent. Payment occurs directly on the Lunette website and you will not be redirected to any other service.
By paying with credit card payments provided by Stripe, you shall agree to Stripe´s Terms and Conditions found here.
Additional information on payment methods: stripe.com
With Klarna Invoice you have 14 days to pay. This time gives you a chance to check your item in your own time. If you decide to return the item, by law the customer must notify the seller of a return or exchange within 14 days of receiving the item. A reminder fee of €5.00 and 11.50 % default interest will be added to late payments.
Klarna checks your social security number and your phone number to verify your data and confirms your order within a few seconds. You will receive an invoice to your inbox within a couple of weeks of receiving your parcel. Check the invoice for the due date; normally you have 14 days to pay.
Account invoices are always posted towards the end of the month and payment is due at the beginning of the following month. Customers’ first account invoice will arrive at the end of the month following the month of purchase (if you place an order in January, you will receive the invoice in February).
DefectIve Products and Customer Complaints
Lunette is responsible for the statutory liability for defects in the products order from the Online Store in accordance with the Finnish Consumer Protection Act. Unless otherwise provided by mandatory law, Lunette’s maximum liability is limited to the price of the ordered product which is deemed defective.
In case any of the products that you have ordered is missing, or the product is broken or defective, please contact us without delay via email email@example.com.
If the product has broken during delivery, we will send you a new product without charge. We are not responsible for any damages caused by a product which has broken during transport.
Right of Withdrawal and Returns
You have the right to withdraw from the agreement within 14 days from receiving the product without giving any reason. To exercise the right of withdrawal, you must inform us of your decision to withdraw from the agreement by sending us an email to firstname.lastname@example.org. Alternatively, you may use our withdrawal form here. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Important: The agreement between Lunette and the Customer is subject to the withdrawal and return restrictions stipulated in Chapter 6 Section 16 of the Finnish Consumer Protection Act. Hygiene products, such as a menstrual cup, cannot be exchanged or returned after the sealed packaging has been opened, because such products cannot be put for sale again.
You must return the product(s) within 14 days from the day on which you communicate your withdrawal from the agreement to us. The deadline is met if you send back the products before the period of 14 days has expired. All products must be returned properly packed and in good condition in their original packaging.
If you decide to return only some of the ordered products, we will not refund any delivery costs/shipping fees. If the value of your order has initially exceeded the free delivery limit, but the final value of the order falls under the said free delivery limit due to the partial return of products, we will deduct from the total sum of payments to be returned to you a separate delivery charge of 10 Euros.
The Customer is responsible for making sure that all received products stay substantially unchanged and undiminished until the Customer has decided to keep the products. If the returned product has been used in violation of the duty of care belonging to the Customer, Lunette is entitled to charge the Customer for the product’s depreciation in value up to the full price of the product and the return costs.
Please note that the Customer is always responsible for the return of the product; please ask for a return receipt from your postal service provider. If the product is destroyed, lost, deteriorated or diminished after the Customer has received the product or during return transportation, the Customer must nevertheless pay the purchase price. Please store all documents and receipts relating to the return of products carefully until you receive a confirmation from us that we have received the returned products.
Important: Failure to collect a parcel from the collection point is not considered as an exercise of the right of withdrawal or return as stipulated in this Section 5. If the Customer fails or neglects to collect the parcel within the time limit indicated in the notice of arrival, Lunette has the right to charge from the Customer for the processing of the uncollected parcel returned to Lunette a separate processing fee of 10 Euros, which will be deducted from the total sum of payments to be returned to the Customer.
In case you wish to return the product(s), please include the below listed information to your notice of withdrawal referred to in Section 5 above, or fill in our withdrawal form here or send us an email to email@example.com including the info listed below. Insufficient information provided in connection with a product return or exchange will extend the processing time.
- Name, address, phone number.
- Order number, which can be found in the receipt and order confirmation sent to you via email.
- Reason for return (optional). We cannot require you to inform us of your reason to return the product, but we would like to hear the reason so that we can develop our operations and serve our customers better in the future.
- We can check all necessary information from the order confirmation or the receipt, if you are able to send either of the said documents to us.
If you wish to exchange a product to an equivalent product (instead of return), please inform us of this in your notice of withdrawal.
We will respond to your email on business days (normally within 24 hours) and send you detailed return instructions and the dispatch note.
Before returning the product(s), please make sure that all hygiene products are in unopened boxes and the products are eligible for sale. Please pack the products carefully in their original packaging.
Once we have received the return shipment, we will notify you of this via email and begin processing the return.
Return of payments
If you exercise your right to withdraw from the agreement in accordance with Section 5 above, we will return all payments received from you, including the delivery costs (with the exception of the supplementary costs resulting from your choice of a delivery method other than the least expensive type of standard delivery offered by us, such as express delivery) without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from the agreement. We may, however, withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the products (e.g. by showing us the return receipt), whichever is the earliest.
The payments will be returned to you by using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees due to the return of the payments.
Lunette is not responsible for any delays or damages caused by an event of force majeure, which means an unforeseeable event or change in circumstances that is beyond Lunette’s reasonable control, such as delays caused by the actions of a logistics operator. Lunette will inform the Customer of the force majeure event without undue delay.
Governing Law and Dispute Resolution
This agreement shall be governed by and construed in accordance with the laws of Finland (without regard to its principles of private international law / conflict of laws), unless otherwise provided by the mandatory laws of the consumer’s place of residence.
Any dispute, controversy or claim arising out of or relating to the agreement between Lunette and the Customer shall primarily be resolved through mutual negotiations. In case a disagreement arising from the agreement cannot be resolved through negotiations, the Customer may take the matter to the Finnish Consumer Disputes Board (http://www.kuluttajariita.fi) or a similar dispute resolution body, where applicable. You can check for your local dispute resolution body online here. You may also use the Online Dispute Resolution platform available at http://ec.europa.eu/odr.
Please contact the Consumer Advisory Services (https://www.kkv.fi/en/consumer-advice/) before initiating proceedings at the Consumer Disputes Board or similar dispute resolution body. For orders made within Europe, you may ask for advice from the European Consumer Centre Finland (https://www.ecc.fi/en/).Unless otherwise provided by the mandatory laws of the consumer’s place of residence, any dispute, controversy or claim arising out of or relating to the agreement shall be finally settled by the courts of Finland.