Terms of service

Welcome to Louvien Santini! These Terms of Service ("Terms") govern your use of our website, products, and services. By accessing or purchasing from https://www.louviensantini.com (the "Website"), you agree to these Terms. Please read them carefully.

General Provisions

These Terms constitute the entire agreement between you and Louvien Santini regarding your use of our Website and services. If any provision is deemed invalid, the remaining provisions will remain in effect.

Product Availability

  • Product availability indicated on the Website is for informational purposes only. Availability is not guaranteed and may vary.
  • We reserve the right to:
    • Revise, discontinue, or cease availability of any product without prior notice or liability.
    • Cancel any order, in which case a full refund will be issued.
  • Delivery timelines are estimates and may be subject to delays.

Right of Withdrawal

You have the right to cancel your order within fourteen (14) days of receiving your goods without providing a reason.

Conditions for Withdrawal:

  • The withdrawal period begins:
    • Upon receipt of this information in written form.
    • Upon receipt of the goods (for recurring deliveries, upon receipt of the first shipment).
  • To exercise your right, notify us in writing (e.g., email or letter) or return the goods within the 14-day period.

Refund Process:

  • A full refund will be issued within 14 days of receiving and inspecting the returned product.
  • Refunds are automatically sent to the payment method used during purchase.
    • Paypal/Credit Card Payments: Refunded to your account.
    • Gift Vouchers: Credited to your voucher account.
  • Buyers are responsible for return shipping costs unless the product is faulty or incorrect.

Faulty/Defective Goods

If you receive a faulty or incorrect product, please contact info@louviensantini.com within 48 hours, providing:

  • Your order reference and invoice number.
  • A description of the issue.
  • Whether you prefer a refund or replacement.

Resolution Process:

  • We will provide return instructions and arrange for inspection.
  • Upon confirmation of the fault:
    • A refund or replacement will be issued within 14 days of receiving the item.
  • Always include a copy of your order confirmation when returning items.

Complaints Policy

We strive for excellence in customer service. If you have a complaint:

  • Contact our Customer Services team via the contact methods provided on our Website.
  • Complaints are typically resolved within 7 days. For more complex cases, we will keep you updated throughout the process.

Escalation:

  • If you are dissatisfied with the resolution, request an escalation to a senior team member for a thorough, independent review.

Payment and Pricing

  • All prices displayed on our Website are inclusive of applicable taxes unless otherwise stated.
  • Payments are securely processed via third-party payment providers.

Limitation of Liability

  • Louvien Santini is not liable for delays, interruptions, or failures in performance resulting from circumstances beyond our reasonable control.
  • We do not guarantee uninterrupted access to our Website or error-free operation.

Governing Law

These Terms are governed by the laws of Croatia, without regard to its conflict of law principles. Any disputes shall be subject to the exclusive jurisdiction of the courts in Zagreb.

Amendments to Terms

We may revise these Terms from time to time. Any changes will be posted on this page with the effective date. Continued use of the Website after changes signifies acceptance of the updated Terms.

Thank you for choosing Louvien Santini. We value your trust and are committed to delivering exceptional quality and service.