Lu&Friends — Returns and Refunds

Lu&Friends is a brand operated by LUVOS, d.o.o.

Seller: LUVOS, d.o.o., Ulica Malči Beličeve 66, 1000 Ljubljana, Slovenia
Company registration number: 8864454000
VAT identification number: SI39290484
Email: info@luvos.si
Telephone: +38640732377
Returns address: LUVOS d.o.o. – Lu&Friends Returns, Ulica Malči Beličeve 66, 1000 Ljubljana, Slovenia

1. Your 14-day right of withdrawal

If you purchase as a consumer, you have the right to withdraw from the contract within 14 days of receiving the goods, without giving a reason. The period begins on the day after you, or a third party nominated by you other than the carrier, receive the goods. If products from a single order are delivered separately, the period is calculated from receipt of the last product.

To exercise your right of withdrawal, notify us:

• by email at info@luvos.si;

You may use the withdrawal form below or send any other clear statement of your decision to withdraw. Using our form is optional, and you do not need our prior approval. To help us process your return, please include your order number and identify the products you are returning. You do not need to give a reason.

It is sufficient to send your withdrawal statement before the period expires. If you use our online withdrawal function, we will acknowledge receipt without delay by email, including the content of your statement and the date and time it was received.

We do not offer an additional voluntary returns period or a trial period for using the product on walks. This does not affect your statutory rights relating to faulty or non-conforming goods.

2. Inspecting and trying on the product

You may inspect and try on the product to the extent necessary to establish its nature, characteristics and functioning, as you would in a shop.

Try the trousers on a clean, dry dog in a clean indoor space. Check the fit, fastenings and freedom of movement. If you intend to return them, do not use them on walks or in mud, rain or snow, wash or alter them, or allow your dog to wear them for an extended period. Do not remove tags during fitting unless this is necessary to inspect the product.

Please return all supplied components and tags. Pack the product securely for transport, using the original packaging where possible. Missing original packaging or a removed tag does not, by itself, exclude your right of withdrawal.

3. Reduction in the product's value

You are responsible for any actual reduction in value caused by handling beyond what is necessary to inspect and try on the product. This may include:

• mud, stains or contact with bodily waste;
• odours or excessive dog hair resulting from use;
• damage to the fabric, seams or fastenings;
• washing, alterations or other use that affects the product's value.

We assess each case individually. Normal traces of careful fitting do not, by themselves, justify an automatic deduction. We will not refuse your right of withdrawal solely because the product has been used.

If we claim compensation for a reduction in value, we will provide an explanation, evidence of the product's condition and a calculation. We take account of the actual, justified loss in value, including necessary cleaning or repairs, without charging twice for the same loss. We do not charge flat-rate penalties or return processing fees. Any reduction in your refund will be handled in accordance with applicable law.

You are not liable for a reduction in value if we failed to provide the required information about your right of withdrawal before purchase.

4. Returning the goods and return postage

Send the goods to the returns address above without undue delay and no later than 14 days after notifying us of your withdrawal. The deadline is met if you dispatch the goods before that period expires.

You are responsible for the direct cost of returning goods when exercising your right to withdraw without giving a reason. You may choose your own carrier. We recommend a tracked service and keeping proof of postage. Do not send returns cash on delivery.

This rule on return costs does not apply to a valid claim concerning faulty or non-conforming goods, or an error on our part.

5. Refunds

We will reimburse your payments without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the returned goods or evidence that you have sent them back, whichever occurs first.

If you withdraw from the entire order, we will also refund the delivery charge paid, up to the cost of the least expensive standard delivery option we offered at the time of purchase. We do not refund additional charges for a more expensive delivery method you selected.

For partial returns, we refund the part of the original delivery charge attributable exclusively to the returned products. If delivery would have cost the same for the products you keep, we do not refund that charge. We do not retrospectively charge for originally free delivery because you make a return.

We will use the same payment method you used for your purchase unless you expressly agree otherwise and incur no additional charges as a result. We will not require you to accept store credit or a voucher instead of a monetary refund.

6. Different sizes and sale items

We do not offer direct size exchanges. If you need a different size, return the original product under this policy and place a new order at the price and delivery terms applicable at that time. Your new order carries its own statutory rights.

The right of withdrawal also applies to sale items. We refund the amount actually paid for the returned product.

If we sent the wrong size, or the product does not match your order or its description, please follow the procedure for non-conforming goods below.

7. Incorrect, damaged or non-conforming products

If you receive an incorrect or damaged product, or discover that it does not conform to the contract, contact us at info@luvos.si. Include information identifying your purchase and a description of the problem. Please attach photographs where possible; photographs are not a condition of exercising your statutory rights.

The seller is generally liable for a lack of conformity that becomes apparent within two years of delivery. Notify us within two months of discovering the problem and allow us to inspect the goods. Depending on the applicable statutory conditions, you may be entitled to repair or replacement, a price reduction or termination of the contract.

Where the Slovenian Consumer Protection Act (ZVPot-1) applies, if the lack of conformity appears less than 30 days after delivery, you may terminate the contract and request a refund.

This procedure is separate from, and is not limited by, the 14-day right to withdraw without giving a reason. We cover the necessary costs of a valid statutory claim, including necessary transport costs. Please contact us for return instructions.

Written complaints

You may send written complaints to info@luvos.si or LUVOS d.o.o., Ulica Malči Beličeve 66, 1000 Ljubljana, Slovenia. We handle them within the applicable statutory deadlines.

Where Slovenian ZVPot-1 applies and we dispute the existence of the lack of conformity, we will notify you in writing within eight days of receiving your claim.

For consumers in Croatia, we acknowledge receipt of written complaints without delay and respond in writing within 15 days, clearly stating whether we accept the complaint as justified. This response period does not extend any applicable refund deadline.

Withdrawal form

Complete and send this form only if you wish to withdraw from the contract. Using this form is optional.

To: LUVOS, d.o.o., Ulica Malči Beličeve 66, 1000 Ljubljana, Slovenia; info@luvos.si

I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:
[PRODUCT, SIZE, QUANTITY]

Ordered on / received on: [DATE]
Order number (optional): [ORDER NUMBER]
Name of consumer(s): [NAME]
Address of consumer(s): [ADDRESS]
Date: [DATE]
Signature of consumer(s) (only if this form is submitted on paper): [SIGNATURE]