Terms and Conditions

Terms and Conditions of Sale – Louvéra Melbourne

Article 1 – Definitions

In these terms, the following definitions apply:
Cooling-off period: the period during which the consumer may exercise the right of withdrawal.
Consumer: any natural person not acting for business or professional purposes, entering into a distance contract with the seller.
Day: calendar day.
Long-term contract: a distance contract for a series of products and/or services delivered over time.
Durable medium: any tool that allows the consumer or professional to store information personally addressed to them, for future reference, and to reproduce it unchanged.
Right of withdrawal: the consumer’s right to withdraw from the distance contract during the cooling-off period.
Professional: the natural or legal person offering products and/or services to consumers within an organised distance selling system.
Distance contract: any agreement concluded under a system organised for distance selling of goods or services, using one or more means of remote communication exclusively.
Remote communication technique: any means that can be used to conclude a contract without the consumer and professional being physically present simultaneously.
General Terms: these general conditions of the seller.

Article 2 – Scope

These Terms and Conditions apply to every offer, order, and distance contract between Louvéra Melbourne and the consumer. Before a distance contract is concluded, the text of these Terms shall be made available to the consumer. If this is not reasonably possible, the consumer will be informed where the Terms can be reviewed and that a copy will be sent free of charge upon request.
If the contract is concluded electronically, these Terms may also be supplied electronically, in such a way that the consumer can store them on a durable medium.
If special product or service conditions apply in addition to these Terms, both sets of conditions apply, and in case of conflict, the consumer may rely on the provision most favourable to them.
If any provision of these Terms is declared void or invalid, the remainder remains in force, and the invalid provision shall be replaced by one reflecting the intent of the original as closely as possible.
Situations not covered by these Terms shall be assessed in the spirit of these Terms. Any ambiguities will be interpreted accordingly.
Important Note: The commercial name Louvéra Melbourne is inspired by the city of Melbourne and does not imply a physical establishment or registered entity located there. No rights or claims may be derived from this geographical designation.

Article 3 – The Offer

If an offer is valid for a limited period or subject to specific conditions, this will be stated clearly. All offers are non-binding and may be changed or withdrawn at any time. The offer includes a clear description of the products and/or services, detailed enough to allow proper evaluation by the consumer. Product images represent the offered items as accurately as possible, but colour variations or minor differences may occur.
All information, images, and specifications are indicative and do not give rise to any compensation or contract cancellation. Each offer includes sufficient information regarding price (excluding import duties and taxes, which remain the consumer’s responsibility), shipping costs, payment methods, delivery conditions, and the right of withdrawal, if applicable.

Article 4 – The Contract

The contract is concluded once the consumer accepts the offer and meets its requirements. If acceptance occurs electronically, the seller confirms receipt without delay. Until such confirmation is received, the consumer may cancel the order.
The seller will take appropriate technical and organisational measures to secure data transmission and ensure a safe web environment. If payment is made electronically, suitable security systems will be implemented.
The seller may, within legal boundaries, verify the consumer’s ability to meet payment obligations. If there are valid reasons to doubt, the seller may refuse an order or attach special conditions.
Upon delivery, the consumer will receive the business address for complaints, details of after-sales service, and instructions regarding the right of withdrawal, where applicable.
All contracts are subject to product availability.

Article 5 – Right of Withdrawal

Consumers have 14 days to withdraw from the purchase without justification, starting from the day after receiving the product. During this period, consumers must handle the product and packaging carefully. Items should only be used to determine suitability.
To exercise the right of withdrawal, the consumer must notify Louvéra Melbourne by email within 14 days and return the product within the next 14 days. Proof of timely return (such as shipment confirmation) must be provided.
If the consumer fails to notify or return the item within the stated period, the purchase becomes final.

Article 6 – Costs in Case of Withdrawal

All return shipping costs are borne by the consumer, including those related to international returns to the original supplier (located in China).
If payment has already been made, a refund will be issued within 14 days after withdrawal, provided the item has been received or sufficient proof of shipment has been supplied.

Article 7 – Exclusion of the Right of Withdrawal

The seller may exclude the consumer’s right of withdrawal for certain products or services, as permitted by law. Such exclusion is valid only if clearly stated in the offer or, at the latest, before the conclusion of the contract.
The right of withdrawal can be excluded for products that:

• are manufactured according to the consumer’s specifications,

• are clearly personalised,

• cannot be returned due to their nature,

• are perishable or may deteriorate quickly,

• have prices dependent on financial market fluctuations beyond the seller’s control,

• include newspapers or magazines sold individually,

• include audio/video recordings or computer software whose seal has been broken by the consumer,

• include hygiene-related products where the seal has been broken.
  The exclusion may also apply to services such as:

• accommodation, transport, catering, or leisure activities to be provided on a specific date or within a specific period,

• services that begin with the consumer’s explicit consent before the end of the withdrawal period,

• activities related to betting or lotteries.

Article 8 – Prices

All prices on the website are displayed in Australian Dollars (AUD) and do not include Australian GST, import duties, customs clearance fees or other government charges, unless explicitly stated otherwise.

Orders shipped to Australia are delivered under the Incoterm DAP/DDU (“Delivered At Place – Duties and Taxes Unpaid”). This means that:

• The seller does not charge Australian GST at checkout and does not use the Australian IOSS-equivalent (Low Value GST registration).  
• The buyer is considered the “Importer of Record” in Australia.  
• The buyer is responsible for paying any GST on import (normally 10%), customs duties, import processing charges and disbursement/brokerage fees charged by the carrier (e.g. Australia Post, DHL, FedEx, UPS) or by the Australian Border Force (ABF).  
• Goods are shipped “uncleared and unpaid”, and all import-related charges are payable by the customer when the goods arrive in Australia.

Products are shipped directly from countries outside Australia (primarily China). Under current Australian law, GST and duties may apply to goods valued over AUD $1,000, or to any shipment if the seller is not GST-registered in Australia. The customer is responsible for checking the applicable rules and thresholds before placing an order.

The seller cannot be held liable for delays, inspections, additional costs, or refusal of delivery caused by customs, freight companies, or non-payment of import charges by the customer.

All prices are subject to typographical or display errors. In the event of a clear or obvious pricing error, the seller is not obliged to deliver the product at the incorrect price.

Article 9 – Conformity and Warranty

The seller guarantees that the products and/or services conform to the contract, the specifications stated in the offer, and the reasonable standards of quality and usability under applicable Australian law.
A warranty provided by the seller, manufacturer, or importer does not limit the consumer’s statutory rights.
Defects or incorrectly delivered items must be reported in writing within 14 days of delivery. Returned products must be in their original packaging and in perfect condition.
The warranty period corresponds to the manufacturer’s warranty period. The seller is not responsible for the ultimate suitability of the products for each consumer’s specific purpose or for any advice regarding product use.
The warranty does not apply if:

• the consumer has repaired or modified the product themselves or via a third party;

• the product has been exposed to abnormal conditions or handled contrary to the seller’s or manufacturer’s instructions;

• the defect arises wholly or partly from compliance with legal requirements regarding materials used.

Article 10 – Delivery and Performance

The seller will handle orders with care. The delivery address is the address provided by the consumer.
Orders will be processed promptly and within 30 days unless otherwise agreed. If delivery is delayed or a product cannot be supplied, the consumer will be notified within 30 days of placing the order and may cancel the contract without charge. Any payments made will be refunded within 30 days.
If delivery is impossible, the seller may offer a replacement item. The replacement will be clearly indicated, and the consumer retains the right of withdrawal. Return costs in such cases are borne by the seller.
Risk of loss or damage remains with the seller until delivery to the consumer or a representative designated by them, unless otherwise agreed.
If an incorrect or defective product is delivered, the seller will replace it free of charge. The consumer must return the incorrect item as instructed. Cancellation is only permitted if replacement cannot be arranged within a reasonable time.
If tracking indicates delivery, but the consumer claims non-receipt, an investigation will be opened with the carrier. No refund will be made during the investigation. If the package is confirmed lost, a new item will be shipped free of charge. Such a situation does not justify immediate contract cancellation.

Article 11 – Fixed-Term Contracts: Termination and Renewal

The consumer may terminate an indefinite contract for regular delivery of goods or services at any time, subject to agreed notice rules and a maximum one-month notice period.
A fixed-term contract for regular delivery can also be cancelled at the end of the term with up to one month’s notice.
Such contracts may be terminated in the same manner as they were concluded. The notice period for the consumer shall not exceed that of the seller.
Automatic renewal of fixed-term contracts is not allowed, except for newspaper or magazine subscriptions, which may be extended for a maximum of three months with a one-month termination right.
Contracts renewed indefinitely may be terminated at any time with one month’s notice.
Trial or promotional subscriptions end automatically after the trial period.
For contracts lasting more than one year, the consumer may terminate at any time after the first year, with a one-month notice period.

Article 12 – Payment

Unless otherwise agreed, amounts owed must be paid within seven working days from the start of the withdrawal period mentioned in Article 6.
In the case of service contracts, payment is due upon receipt of contract confirmation.
The consumer must immediately report any inaccuracies in payment details.
In case of non-payment, the seller may, within legal limits, charge reasonable collection costs previously communicated to the consumer.

Article 13 – Complaints Procedure

Any complaint regarding the execution of the contract must be submitted to the seller within 7 days after the consumer has identified the defect and must include a clear and detailed description.
Complaints submitted to Louvéra Melbourne will receive a response within 30 days from the date of receipt. If more time is needed to investigate, an acknowledgment of receipt will be sent within 30 days, indicating when a more detailed reply can be expected.
If a complaint cannot be resolved amicably, it shall be considered a dispute and may be referred to an appropriate dispute resolution process.
Submitting a complaint does not suspend the consumer’s payment obligations unless explicitly agreed in writing.
If a complaint is found to be justified, the seller will, at their discretion, replace or repair the delivered product free of charge.

Article 14 – Company Information and Transparency

At Louvéra Melbourne, we believe that trust begins with clarity about who we are and how we operate. Our business values focus on reliability, customer satisfaction, and transparent communication.
Louvéra Melbourne operates as a modern online retail company, specialising in curated lifestyle and fashion products. All communication and order processing are handled digitally for efficiency and sustainability.
We operate under the management of Parkstad eComm, a registered company in the Netherlands under Chamber of Commerce number 96706058, with a valid EU tax identification number NL005226527B25.
While our brand name is inspired by the city of Melbourne, it does not imply a physical establishment or registered entity located there. All customer service interactions are handled electronically.
For any questions, our customer service can be reached by email at info@louvera-melbourne.com or via the contact form on our website. We aim to reply within 24 hours with professionalism and courtesy.
We believe that transparency, combined with quality service and clear information, builds the foundation of customer trust. Therefore, we present our legal details in an open, modern, and customer-friendly manner rather than in rigid legal terms.

Article 15 – Disputes and Applicable Law

All contracts and agreements between Louvéra Melbourne and the consumer to which these Terms apply are governed exclusively by Dutch law, regardless of the consumer’s country of residence. Any dispute arising from or relating to these Terms shall first be attempted to be resolved amicably. If no resolution is reached, the dispute shall be submitted to the competent court in the Netherlands.