Refund policy

Returns & Refunds

At LUBBI, we want you to feel confident about your purchase. If you change your mind about your purchase, you have the legal right to cancel your order within the applicable statutory withdrawal period.

1. 14-Day Right of Withdrawal

If you are a consumer in the European Union, you generally have the legal right to cancel your online purchase within 14 days without giving a reason.

The 14-day period starts on the day you, or a person designated by you, receives the product.

You can exercise your right of withdrawal by using our online withdrawal function or by contacting us at:

lubbiskin@gmail.com

You do not need to provide a reason for cancelling your order.

If you cancel your order before the end of the 14-day period, you must send the product back to us within 14 days after notifying us of your withdrawal.

2. How to Request a Return

Before returning a product, please contact us at:

lubbiskin@gmail.com

Please include:

Your order number
Your name
The product(s) you wish to return
Confirmation that you wish to cancel your purchase

You may also use the statutory online withdrawal function where available.

Please do not send a return to us without first following the return instructions.

3. Return Address

For standard returns, products should be sent to:

LUBBI
Oranjelaan 38
8071 LG Nunspeet
The Netherlands

Please package your return securely.

We recommend using a tracked shipping service and keeping your proof of postage until your refund has been completed.

4. Return Shipping Costs

If you exercise your legal right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the product, unless we have agreed otherwise or applicable law requires us to cover these costs.

If the product is defective, damaged, incorrect, or does not conform to your order, please contact us before returning it. We will provide you with the appropriate instructions.

5. Condition of Returned Products

During the withdrawal period, you may handle the product only to the extent necessary to establish its nature, characteristics and functioning.

If the product is handled beyond what is necessary to inspect it and this causes a reduction in value, we may be entitled to deduct the resulting reduction in value from your refund, where permitted by law.

Cosmetics and hygiene

For sealed cosmetic products, the statutory exception for goods that are not suitable for return for health or hygiene reasons may apply once the seal has been broken.

This does not affect your legal rights regarding products that are defective, damaged or incorrect.

6. Damaged, Defective or Incorrect Products

Please inspect your order when you receive it.

If your product arrives:

damaged;
defective;
incomplete; or
different from the product you ordered,

please contact us as soon as possible at:

lubbiskin@gmail.com

Please include your order number and, where possible, photographs of the product and packaging.

Please do not send damaged or defective products back without contacting us first.

We will assess the issue and provide you with the appropriate instructions.

For certain damaged or defective products, the return address may differ from our standard return address because the product may need to be inspected by our fulfilment partner.

We will handle this with you directly and ensure that your statutory consumer rights are respected.

7. Returning Your Order

If you exercise your right of withdrawal, you must send the product back within 14 days after notifying us of your withdrawal.

The return is considered timely if you send the product back before the 14-day period has expired.

Please keep your proof of postage until your return has been processed.

8. Refunds

If you validly exercise your right of withdrawal, we will refund you within 14 days from the day you notified us of your withdrawal.

However, we may wait with the refund until:

we have received the returned product; or
you have provided evidence that you have sent the product back,

whichever occurs first.

The refund will be made using the same payment method used for the original purchase, unless we agree otherwise.

If you return your entire order, we will refund the standard delivery costs you paid for the original order.

If you selected a more expensive delivery option, we are not required to refund the additional cost above the standard delivery option.

9. Partial Returns

If you return only part of your order, we will refund the purchase price of the returned product(s).

The original delivery costs are generally not refunded for a partial return, as the delivery service for the order was still provided.

10. Exchanges

We currently do not offer direct exchanges.

If you would like a different product, you can return the original product where eligible and place a new order separately.

11. Sale Items

Sale items have the same statutory consumer rights as products sold at full price.

A discounted price does not remove your legal right of withdrawal or your rights regarding defective, damaged or incorrect products.

12. Gift Cards

Gift cards are non-refundable, except where required by applicable law.

13. Your Statutory Rights

Nothing in this Returns & Refunds Policy limits any mandatory rights you have under applicable consumer protection law.

If a product is defective or does not conform to the agreement, you retain your statutory rights regardless of whether the withdrawal period has expired.