Refund policy

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition as when you received it: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at info@luca-luce.no. Please note that returns must be sent to the following address: Storgata 21, 3611 Kongsberg, Norway.

If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions at info@luca-luce.no.

Complaints – defective items

If an item is defective, you must notify us within a reasonable time after you discovered, or should have discovered, the defect. A complaint is always made in time if it is made within 2 months of discovering the defect.

The complaint period is normally 2 years from when you received the item. If the item or parts of it are intended to last considerably longer, the period is 5 years.

If the item has a defect that is not caused by you or circumstances on your side, you may, under the Norwegian Consumer Purchases Act, request:

- that the defect is repaired, or that you receive a new, equivalent item (replacement)
- a price reduction
- to cancel the purchase, if the defect is not insignificant
- compensation, depending on the circumstances
- to withhold payment

Complaints should be made in writing. Repair or replacement must take place within a reasonable time. We are normally not entitled to more than two attempts to repair the same defect.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can assess the issue and put it right.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

14-day cooling-off period in the EU

Notwithstanding the above, if the item is shipped to the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition as when you received it: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you will be refunded automatically to your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@luca-luce.no.