Article L.222-9 — Right of Withdrawal

Luxembourg Consumer Code (English translation)

(1) Except in cases where the exceptions provided for in paragraph (7) of this Article apply, the consumer shall have a period of fourteen (14) calendar days to withdraw from a distance contract or an off-premises contract, without having to give any reason and without incurring any costs other than those provided for in Article L.222-10.

(2) Without prejudice to paragraph (3) of this Article, the withdrawal period referred to in paragraph (1) shall expire after a period of fourteen days starting from:

a) for service contracts, the day on which the contract is concluded;

b) for sales contracts, the day on which the consumer, or a third party other than the carrier and designated by the consumer, takes physical possession of the goods;

i) in the case of multiple goods ordered by the consumer in a single order and delivered separately, the day on which the consumer, or a third party other than the carrier and designated by the consumer, takes physical possession of the last good.

(7) The right of withdrawal shall not apply to certain contracts, including in particular:
– goods made to the consumer’s specifications or clearly personalised;
– sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery;
– goods which are, after delivery, inseparably mixed with other items;
– and other exceptions provided by law.

 

This states;

• a mandatory 14-day withdrawal right for online (distance) purchases
• outside this 14-day withdrawal period Luxembourg law does NOT require a merchant to offer refunds, exchanges, or returns
• any refund, exchange, or store credit beyond that is a commercial gesture, not a legal obligation.

ONLINE RETURNS & REFUND

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Tried on underwear, tried on socks, certain type of books, tried on apparel, used skateboard decks, gift cards.

Before anything please always get in touch with us through Email : info@olliewood.lu or through phone call : +352 46 62 28 and always state the order number you’re talking about (It always starts with OW- ).

Always allow a minimum delay before we can answer and know that we care as much as you do. A reply within 24/48hours is totally normal. 

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 14 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

At that point we’ll get in touch with you and make sure that you either want another product, a voucher for the same amount or a complete refund of your item(s).

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

1. Non-Refundable Shipping Fees:

   • Please note that shipping fees are non-refundable. This includes the original shipping cost incurred when the item was purchased and any subsequent shipping fees associated with returning the item.

2. Refund Process:

   • If you meet the refund eligibility criteria, please follow these steps to initiate a refund:
     • Contact our customer support team at info@olliewood.lu  within 14 days of receiving the item.
     • Provide your order number and a detailed explanation of the reason for the return.
     • Our customer support team will review your request and provide you with further instructions.
     • Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
     • If approved, the refund will be processed and credited back to the original payment method within 14 days.

3. Exchanges and Store Credit:

   • In some cases, we may offer exchanges or store credit instead of a refund. This is subject to availability and our discretion.

4. Return Shipping:

   • The cost of return shipping is the responsibility of the customer unless the return is due to a mistake on our part, such as receiving a defective or incorrect item.

5. Damaged or Defective Items:

   • If you receive a damaged or defective item, please contact our customer support team immediately. We will work with you to resolve the issue promptly, either by providing a replacement or issuing a refund.

In-Store Refund Policy

Please note that our online return policy differs from our in-store policy and may differ from policies in other countries.

In accordance with Luxembourg regulations, we are not legally required to offer refunds for online purchases.

Refunds are therefore not automatic and remain at the discretion of Olliewood Skateshop.

As a commercial gesture, we may offer an exchange or store credit instead of a refund.

In-store purchases follow different conditions, which are communicated directly at the point of sale and on the receipt.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@olliewood.lu.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@olliewood.lu and send your item to:

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: 

 

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over 50€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Thank you and have a great day.