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Terms of service

TERMS OF SERVICE – CASA LUMA

1) Overview

This website is operated by Casa Luma (‘’we, us, our’’). By visiting our site and/or purchasing something from us, you engage in our ‘’Service’’ and agree to be bound by these Terms of Services (‘’Terms’’), including any additional policies referenced here (including our Refund Policy, Shipping Policy, and Privacy Policy). We may update these Terms from time to time by posting a new version on our website. Continued use of the site after changes are posted constitutes acceptance of those changes.

2) Eligibility & Acceptable Use

You confirm you are at least the age of majority in your jurisdiction, or accessing the site under the supervision of a parent or legal guardian. You agree not to use the Service for any unlawful purpose, to violate any laws, infringe intellectual property rights, submit false information, or transmit malicious code. We may suspend or terminate access for violations.

3) Product Information, Content & Accuracy

We aim to display product descriptions, specifications, and images as accurately as possible. However:

  • Colors and material appearance may vary depending on screen settings and lighting conditions;
  • Measurements may have minor tolerances due to manufacturing processes;
  • Product packaging may vary from time to time.

We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information at any time without prior notice.

4) Pricing, Promotions & Availability

Prices are shown in the currency displayed at checkout and may change without notice. Promotions (discounts and bundles) may be modified or ended at any time. Unless explicitly stated, promotions cannot be combined. Availability is not guaranteed. If an item becomes unavailable after you order, we will contact you with options (wait, replacement item or a refund).

5) Orders, Acceptance & Right to Refuse

Placing an order is an offer to purchase. We may accept, reject or cancel any order at our discretion, including for suspected fraud, pricing errors, fulfillment issues or unusual activity. If an order is canceled after you paid, you will be refunded to the original payment method.

6) Order Changes & Cancellations (Important)

To keep fulfillment fast, changes are limited:

· Change/cancel window: You may request to cancel or change your order within 12 hours of placing it or until it is marked as processed or fulfilled (whichever occurs first)

· Once processed or fulfilled, we may be unable to change or cancel it. In that case, you can follow the return process under our Refund Policy. We are not responsible for errors made at checkout (wrong variant, wrong address, etc.), but we will try to assist where possible if you contact us promptly.

7) Taxes, Duties & Import Fees

Sales tax/VAT may apply depending on your location and what is collected at checkout. For international shipments, any customs duties, import taxes, or related fees (if applicable) are the responsibility of the customer, unless explicitly stated otherwise at checkout. We do not control customs processing times and are not responsible for delays resulting from customs clearance.

8) Shipping, Delivery & Risk of Delay

We currently ship worldwide. Delivery estimates are provided for guidance only and are not guaranteed. Delays may occur due to carriers, weather conditions, customs clearance, peak seasons or other factors beyond our control.

Address accuracy: You are responsible for providing a complete and correct address. If a shipment is returned due to an incorrect or incomplete address, you may be responsible for re-shipping costs.

Refused delivery / unclaimed parcels: If you refuse delivery or fail to collect a parcel from the carrier or collection point, this will be treated as a change-of-mind return. Any original shipping, return shipping, re-shipping, or additional fees may be deducted from your refund or charged separately, where permitted by applicable law.

Delivered but not received: If tracking shows ‘’delivered’’, you agree to first contact the carrier or local delivery service, cooperate with any investigation, and provide any documentation requested. We will assist where possible; however, refunds for carrier-confirmed deliveries cannot be guaranteed unless required by law.

Extended delivery timeframes and refund eligibility for delayed shipments are outlined in our Shipping Policy.

9) Returns & Refunds (Linked Policy + Key Rules)

Returns and refunds are governed by our Refund Policy, which is incorporated into these Terms.

Key points:

  • 30-day easy returns: Return requests must be submitted within 30 days of delivery.
  • Change-of-mind returns: Return shipping costs are the responsibility of the customer.
  • Defective, damaged, or incorrect items: Remedies may include a replacement, store credit, partial refund, or full refund, depending on verification and the circumstances.

All returns must be requested and approved in advance and must follow our instructions. Unapproved or unauthorized returns may be refused, delayed, or returned to the sender.

10) Defective, Damaged, or Incorrect Items (Proof Required)

If your item arrives defective, damaged, or incorrect, contact us within 72 hours* of delivery with:

  • Your order number, and
  • Clear photos and/or video showing the issue

We may request additional information where necessary to verify the issue.

If approved, we will provide an appropriate remedy (replacement, store credit, partial refund or full refund), depending on the circumstances and as required by applicable law.

No-return replacement: For certain verified defects or damage, we may send a replacement without requiring the item to be returned.

* Requests submitted after 72 hours may still be reviewed; however, processing may take longer and may require additional verification. This does not affect any rights you may have under applicable consumer laws.

11) Return Conditions & Exclusions (To Prevent Abuse)

Unless the issue is a verified defect, damage or incorrect item, returned products must be:

  • Unused and in original condition;
  • In original packaging, where reasonably possible and necessary to protect the item during return shipping.

We may reduce the refund amount if the item shows signs of use, damage, missing parts, or altered packaging beyond what is necessary to inspect the product, where permitted by law.

Non-returnable items (unless required by law):

  • Final sale items marked as final sale at the time of purchase;
  • Customized or made-to-order items;
  • Items damaged due to misuse, improper installation, or normal wear and tear.

12) Chargebacks & Payment Disputes

If you experience an issue with your order, you agree to contact us first so we can attempt to resolve the matter. Initiating a chargeback or payback dispute without contacting us may delay resolution process, as payment providers require time to review the claim. We may provide order details, shipping confirmation, tracking information, and delivery evidence to payment processors and carriers in order to respond to disputes. We reserve the right to restrict or refuse future purchases in cases of suspected fraud, abusive chargebacks, or repeated disputes.

13) Warranty, Disclaimer & Product Use

We offer a minimum 2-year warranty on all products, unless a longer warranty period is explicitly stated in the product details. This warranty covers manufacturing defects and does not apply to damage caused by misuse, improper installation, accidents, negligence, or normal wear and tear. This warranty is provided in addition to, and does not affect, any mandatory rights you may have under applicable consumer protection laws. For warranty claims, please contact us at support@mycasaluma.store.

To the maximum extent permitted by law, products and services are provided ‘’as is’’ and ‘’as available’’. We do not guarantee uninterrupted, timely, secure or error-free service.

You are responsible for using products safely and in accordance with any instructions provided. Improper use, handling, or installation may void return eligibility for non-defect-related claims, where permitted by law.

14) Limitation of Liability

To the maximum extent permitted by law, Casa Luma shall not be liable for indirect, incidental, punitive, special or consequential damages arising out of or relating to your use of the Service or any products purchased through the Service. Where permitted by law, Casa Luma’s total liability for any claim arising from or relating to a product or the Service shall be limited to the amount you paid for the product(s) giving rise to the claim.

15) Consumer Law Rights 

Nothing in these Terms excludes or limits any rights you may have under applicable consumer protection laws that cannot be excluded or limited.

Customers in Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

16) Intellectual Property

All content on this site (text, images, logos, graphics, design) is owned by or licensed to Casa Luma and protected by intellectual property laws. You may not reproduce, distribute or exploit site content without written permission. You may view and use the content on this site for personal, non-commercial purposes only. Any other use requires prior written permission.

17) User Content (Reviews, Comments)

If you submit content to us (including reviews, comments, photos, or other materials), you grant Casa Luma a non-exclusive, royalty-free, worldwide license to use, reproduce, publish and display such content for business and marketing purposes. You represent and warrant that you own or have the necessary rights to submit such content and that it does not violate any laws or infringe the rights of any third party. We reserve the right (but not the obligation) to remove or moderate user content at our discretion.

18) Third-Party Tools & Links

We may provide access to third-party tools or links we do not control. We are not responsible for third-party content, policies or practices. Use them at your own risk. Your use of any third-party tools or services is subject to the terms and policies of those third parties.

19) Governing Law

These Terms are governed by the law of The Netherlands. This choice of law does not affect any mandatory consumer protection rights that may apply under the laws of your country or residence. Any disputes shall be submitted to the competent courts in the Netherlands, unless mandatory consumer law provides otherwise.

20) Contact

For any questions about these Terms of Services, please contact us at support@mycasaluma.store