We accept returns within 30 days of purchase. In principle, the customer bears the cost of return shipping.
You can conveniently register returns in your customer portal https://account.lucybalu.com/ (access without a password is possible).
Return shipping address:
📦 LucyBalu GmbH
c/o Dirks Logistische Services GmbH
Felix-Wankel-Straße 9
84570 Polling-Weiding
Germany
HERE you can find the most frequently asked questions about cancellations, returns, and exchanges.
A consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither attributable to their commercial nor their self-employed professional activity.
You have the right to withdraw from this contract within 30 days without giving any reason.
The withdrawal period is 30 days from the day:
on which you or a third party designated by you, who is not the carrier, have taken possession of the goods, provided that you ordered one or more goods as part of a single order and the goods are delivered together;
on which you or a third party designated by you, who is not the carrier, have taken possession of the last good, provided that you ordered several goods as part of a single order and these goods are delivered separately.
To exercise your right of withdrawal, you must inform us (LucyBalu GmbH, Hellabrunner Straße 30, 81543 Munich, Germany, phone: +49 (0) 89 413259970, email: service@lucybalu.com) of your decision to withdraw from this contract by means of a clear statement (e.g. registration in the customer portal, an email, or a letter sent by post).
You may use the attached sample withdrawal form, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient that you send the notification of exercising your right of withdrawal before the withdrawal period expires.
If you withdraw from this contract, we shall reimburse all payments received from you, including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us), without undue delay and no later than 14 days from the day on which we receive notification of your withdrawal from this contract.
For this reimbursement, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this reimbursement.
We may withhold the reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs earlier.
You must return the goods without undue delay and in any event no later than 14 days from the day on which you inform us of the withdrawal from this contract, to:
📦 LucyBalu GmbH
c/o Dirks Logistische Services GmbH
Felix-Wankel-Straße 9
84570 Polling-Weiding
Germany
The deadline is met if you send the goods before the expiry of the 14-day period.
You bear the direct costs of returning the goods.
You are only liable for any loss in value of the goods if this loss in value is due to handling of the goods that was not necessary to check their nature, characteristics, and functioning.
The right of withdrawal does not apply to contracts:
for the delivery of goods that are not prefabricated and for whose production an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer;
for the delivery of goods that are liable to spoil quickly or whose expiration date would be exceeded quickly;
for the delivery of alcoholic beverages whose price was agreed upon at the time the contract was concluded, but which can only be delivered at least 30 days after the conclusion of the contract and whose current value depends on fluctuations in the market over which the trader has no influence;
for the delivery of newspapers, magazines, or periodicals, with the exception of subscription contracts.
The right of withdrawal expires prematurely for contracts:
for the delivery of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery;
for the delivery of goods which, after delivery, have been inseparably mixed with other goods due to their nature;
for the delivery of sound or video recordings or computer software in sealed packaging if the seal has been removed after delivery.
If you wish to withdraw from the contract, please register the withdrawal in the customer portal.
Alternatively, please complete this form and send it back.
IMPORTANT: Our registered office is not our warehouse location. The delivery address for returns can be found in the section “Consequences of withdrawal”.
To:
email: service@lucybalu.com
or letter:
LucyBalu GmbH
Hellabrunner Str. 30
81543 Munich
Germany
(⚠️ This is not the return address!)
Withdrawal of order number: ___________
I/We hereby withdraw from the contract concluded by me/us for the purchase of the following goods:
Ordered on: _____________________
Name of consumer(s): _____________________
Address of consumer(s): _____________________
Date and signature of consumer(s)
(only if submitted on paper)
