At Lureto Gallery, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may return eligible items within 30 days of receiving them, subject to the conditions outlined in this Return and Refund Policy.
We offer free returns on eligible orders in accordance with the terms below.
1. 30-DAY RETURN PERIOD
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must be in its original condition, unused, and in the original packaging where reasonably applicable. You must also provide proof of purchase, such as your order confirmation or order number.
Items that have been used, damaged, or altered beyond what is reasonably necessary to inspect their nature, characteristics, and functioning may be subject to a deduction for diminished value where permitted by applicable law.
Some products may be excluded from returns where permitted by law, including personalised or custom-made items and other products that fall within applicable statutory exceptions.
Your statutory consumer rights remain unaffected by this policy.
2. FREE RETURNS
We offer free returns for eligible products returned in accordance with this policy.
Before sending an item back, please contact us at info@lureto-gallery.com with your order number and the item or items you wish to return.
We will provide instructions for returning your order and, where applicable, information about the prepaid return shipping method.
Please do not send products back without first contacting us, as this may delay the processing of your return.
Free returns apply only when you follow our return instructions and use the return method we authorise. If you use an alternative shipping method without our approval, we may not be able to reimburse the shipping costs unless required by applicable law.
3. HOW TO REQUEST A RETURN
To request a return, follow these steps:
- Contact us: Email info@lureto-gallery.com with your order number and the reason for your return.
- Receive instructions: We will explain how to return your item and provide the applicable return shipping instructions.
- Prepare your parcel: Pack the product securely to help prevent damage during transportation.
- Send your return: Use the return method provided or authorised by our customer service team.
- Wait for confirmation: Once we receive and inspect your return, we will inform you of the outcome and arrange any applicable refund.
Please retain your return tracking information until the return has been completed.
4. REFUNDS
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method unless another arrangement is agreed with you and permitted by law.
Refund processing times may vary depending on your payment provider or financial institution.
Where possible, we aim to process approved refunds within 5–10 business days after receiving and inspecting the returned item. This is an estimate, not a replacement for any shorter mandatory legal deadline.
Refunds will include the amounts required by applicable law. For qualifying EU consumer withdrawals, this generally includes the cost of standard outbound delivery. Additional charges for an optional, more expensive delivery method may be excluded where the law permits.
5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order upon delivery. If an item arrives damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at info@lureto-gallery.com.
Please include your order number, a description of the issue, and photographs where appropriate.
We will assess the issue and explain the available next steps.
Where a product is defective, damaged, or does not conform to the purchase agreement, you retain your statutory rights. Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction, or a refund.
Nothing in this policy limits your mandatory legal rights concerning defective or non-conforming products.
6. EXCHANGES
If you would like a different product, colour, or variation, please contact us at info@lureto-gallery.com.
Where direct exchanges are unavailable, you may return the eligible item under this policy and place a new order for the desired product.
Any exchange remains subject to product availability and applicable consumer law.
7. ITEMS THAT CANNOT BE RETURNED
Certain items may not be eligible for return under our voluntary 30-day return policy where permitted by applicable law.
These may include:
- Products made to your specifications or clearly personalised.
- Sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken.
- Other goods excluded from the right of withdrawal under applicable law.
Any exclusion will apply only where legally permitted. Defective or non-conforming products remain subject to applicable statutory rights.
If you are unsure whether an item is eligible for return, please contact us before sending it back.
8. INTERNATIONAL RETURNS
We primarily serve customers in Europe and may also accept orders from other countries.
Our 30-day return policy applies to eligible international orders, subject to the return instructions and conditions communicated by our customer service team.
For eligible returns, we will provide the applicable free return shipping arrangements. Please contact us before sending an international return so that we can advise you on the correct procedure.
Any customs documentation required for an international return must be completed accurately. We will explain any relevant arrangements where necessary.
This policy does not limit mandatory consumer rights that apply in your country of residence.
9. EUROPEAN UNION RIGHT OF WITHDRAWAL
If you are a consumer in the European Union, you generally have a statutory right to withdraw from an online purchase within 14 days without giving a reason, subject to legal exceptions.
Our 30-day return period provides an additional voluntary return opportunity beyond that standard statutory period.
To exercise your statutory right of withdrawal, you must notify us within the applicable withdrawal period by sending a clear statement to:
Email: info@lureto-gallery.com
Postal address:
SenFi specialist, trading as Lureto Gallery
Feijenoorddijk 86
3071RG Rotterdam
The Netherlands
You may use the following statement:
“I hereby inform you that I wish to withdraw from my purchase contract for the following product(s): [product name and order number]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [date].”
You are not required to use this exact wording, provided your intention to withdraw is clear.
Refunds following a statutory withdrawal will be handled within the applicable legal deadlines. We may withhold reimbursement until we have received the goods or you have provided evidence that you have sent them back, whichever occurs first, where permitted by law.
Nothing in this policy reduces or excludes any rights granted to consumers under applicable legislation.
10. CANCELLATIONS
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@lureto-gallery.com.
We will do our best to accommodate cancellation requests before dispatch, but cancellation cannot be guaranteed once an order has entered the fulfilment or shipping process.
If the order has already been dispatched, you may use the applicable return procedure, subject to your statutory rights and this policy.
11. CONTACT INFORMATION
If you have any questions about returns, refunds, exchanges, or cancellations, please contact us.
SenFi specialist
Trading as Lureto Gallery
Feijenoorddijk 86
3071RG Rotterdam
The Netherlands
Email: info@lureto-gallery.com
Website: www.lureto-gallery.com
KvK number: 87458497
We appreciate your trust in Lureto Gallery and will do our best to make your return experience straightforward and fair.