Terms and conditions

Version 1.2
This page was last updated on June 30, 2026.

Table of Contents

Article 1 - Definitions
Article 2 - Identity of the entrepreneur
Article 3 - Applicability
Article 4 - The offer
Article 5 - The agreement
Article 6 - Right of withdrawal
Article 7 - Costs in case of withdrawal
Article 8 - Exclusion of right of withdrawal
Article 9 - The price
Article 10 - Conformity and warranty
Article 11 - Delivery and execution
Article 12 - Long-term transactions: duration, termination and extension
Article 13 - Payment
Article 14 - Complaints procedure
Article 15 - Disputes
Article 16 - Additional or differing provisions

Article 1 - Definitions

In these general terms and conditions, the following definitions apply:

Cooling-off period: the period within which the consumer can exercise their right of withdrawal.

Consumer: the natural person who does not act in the exercise of a profession or business and enters into a distance contract with the entrepreneur.

Day: calendar day.

Long-term transaction: a distance contract relating to a series of products and/or services, where the delivery and/or purchase obligation is spread over time.

Durable data carrier: any means that enables the consumer or entrepreneur to store information addressed to them personally in a way that allows for future consultation and unaltered reproduction.

Right of withdrawal: the consumer's option to withdraw from the distance contract within the cooling-off period.

Model withdrawal form: the model form for withdrawal that the entrepreneur makes available and that the consumer can use when they wish to exercise their right of withdrawal.

Entrepreneur: the natural or legal person who offers products and/or services to consumers at a distance.

Distance contract: a contract concluded between the entrepreneur and the consumer as part of an organized system for distance sales of products and/or services, where, up to and including the conclusion of the contract, only one or more means of distance communication are used.

Means of distance communication: any means that can be used to conclude a contract without the consumer and entrepreneur being simultaneously present in the same room.

General terms and conditions: the present general terms and conditions of the entrepreneur.

Article 2 - Identity of the entrepreneur

LuceXL is the webshop name of:

Company name: Neushoorn Retail B.V.
Trading under the name: LuceXL

Office address:
Bercylaan 599
1031KP, Amsterdam
Netherlands

Customer service email address: info@lucexl.nl
Complaints email address: klacht@lucexl.nl

Chamber of Commerce number: 42091675
VAT number: NL869676404B01

Article 3 - Applicability

These general terms and conditions apply to every offer made by LuceXL and to every distance contract concluded between LuceXL and the consumer.

Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, before the distance contract is concluded, it will be indicated that the general terms and conditions can be inspected at LuceXL and that they will be sent to the consumer free of charge as soon as possible upon request.

If the contract is concluded electronically, the text of these general terms and conditions may be made available to the consumer electronically in such a way that it can be easily stored on a durable data carrier.

In the event that specific product or service conditions apply in addition to these general terms and conditions, these conditions also apply. If there are conflicting provisions, the consumer may invoke the provision that is most favorable to them.

If one or more provisions in these general terms and conditions are wholly or partially void or are annulled, the agreement and these terms and conditions will remain otherwise in force. The relevant provision will be replaced by mutual agreement with a provision that approximates the scope of the original provision as closely as possible.

Situations not covered by these general terms and conditions will be assessed in the spirit of these general terms and conditions.

Any ambiguities regarding the interpretation or content of one or more provisions will be interpreted in the spirit of these general terms and conditions.

Article 4 - The offer

If an offer has a limited validity period or is made under conditions, this will be explicitly stated in the offer.

The offer is non-binding. LuceXL is entitled to change and adjust the offer.

The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to allow a proper assessment of the offer by the consumer.

If LuceXL uses images, these are a true representation of the products offered. Obvious mistakes or errors in the offer do not bind LuceXL.

All images, specifications, and data in the offer are indicative. Deviations cannot give rise to compensation or dissolution of the agreement, unless there is a significant deviation where the product does not meet the agreement.

LuceXL cannot guarantee that the displayed colors exactly match the actual colors of the products. Color reproduction may depend on screen settings, light incidence, and material usage.

Every offer contains such information that it is clear to the consumer what rights and obligations are attached to the acceptance of the offer. This includes, among other things:

  • the price including taxes;
  • any additional costs;
  • the manner in which the agreement will be concluded;
  • whether or not the right of withdrawal applies;
  • the method of payment, delivery, and execution;
  • the period for acceptance of the offer;
  • the way in which the consumer can check and correct data before placing the order;
  • any languages in which the agreement can be concluded;
  • the minimum duration of the agreement in the case of a long-term transaction.

Article 5 - The agreement

The agreement is concluded at the moment the consumer accepts the offer and fulfills the conditions set forth therein.

If the consumer has accepted the offer electronically, LuceXL will immediately confirm receipt of the order electronically. As long as the receipt of this acceptance has not been confirmed by LuceXL, the consumer can dissolve the agreement.

If the agreement is concluded electronically, LuceXL will take appropriate technical and organizational measures to secure the electronic transfer of data and will ensure a secure web environment.

If the consumer can pay electronically, LuceXL will observe appropriate security measures.

LuceXL can, within legal frameworks, inquire whether the consumer can meet their payment obligations, as well as inquire into facts and factors that are important for responsibly entering into the distance contract. If LuceXL has good grounds, based on this inquiry, not to enter into the agreement, LuceXL is entitled to refuse an order with reasons or to attach special conditions to its execution.

LuceXL will send the consumer the following information, in writing or in such a way that it can be stored by the consumer in an accessible manner:

  • the address or contact point where the consumer can lodge complaints;
  • the conditions under which and the manner in which the consumer can exercise the right of withdrawal;
  • information about warranty and after-sales service;
  • the data required for delivery, payment, and execution of the agreement;
  • the requirements for termination if the agreement is for a longer duration.

Every agreement is entered into under the suspensive condition of sufficient availability of the relevant products.

Article 6 - Right of withdrawal

Upon delivery of products

When purchasing products, the consumer has the right to dissolve the agreement without giving reasons for a period of 14 days. This cooling-off period commences on the day after receipt of the product by the consumer or a representative designated in advance by the consumer.

During the cooling-off period, the consumer will handle the product and its packaging with care. The consumer will only unpack or use the product to the extent necessary to assess whether they wish to keep the product.

If the consumer exercises their right of withdrawal, they will return the product with all supplied accessories and, if reasonably possible, in its original condition and packaging to LuceXL, in accordance with the reasonable and clear instructions provided by LuceXL.

When the consumer wishes to exercise their right of withdrawal, they must notify LuceXL within 14 days of receiving the product. This can be done via the model withdrawal form or via another clear statement, for example by email to info@lucexl.nl.

After the consumer has notified LuceXL that they wish to exercise their right of withdrawal, they must return the product within 14 days. The consumer must be able to prove that the products have been returned on time, for example by means of a proof of shipment.

If the consumer has not made known their wish to exercise their right of withdrawal or has not returned the product after the aforementioned periods, the purchase is final.

Upon delivery of services

Upon delivery of services, the consumer has the option to dissolve the agreement without giving reasons for a period of at least 14 days, starting on the day of entering into the agreement.

To exercise their right of withdrawal, the consumer must follow the reasonable and clear instructions provided by LuceXL with the offer or at the latest upon delivery.

Article 7 - Costs in case of withdrawal

If the consumer exercises their right of withdrawal, the costs of returning the product will be borne by the consumer, unless explicitly agreed otherwise.

If the consumer has paid an amount, LuceXL will refund this amount as soon as possible, but no later than 14 days after withdrawal. LuceXL may wait with reimbursement until the product has been received or until the consumer proves that they have returned the product, whichever comes first.

Reimbursement will be made via the same payment method used by the consumer, unless the consumer explicitly agrees to a different payment method.

In the event of damage or depreciation of the product due to careless handling by the consumer, the consumer may be liable for the depreciation of the product.

The consumer is not liable for depreciation if LuceXL has not provided all legally required information about the right of withdrawal.

Article 8 - Exclusion of right of withdrawal

LuceXL can exclude the consumer's right of withdrawal for products as described in this article. The exclusion only applies if this has been clearly stated in the offer, or at least in good time before the conclusion of the agreement.

Exclusion of the right of withdrawal is only possible for products:

  • that have been created by LuceXL in accordance with the consumer's specifications;
  • that are clearly personal in nature;
  • that cannot be returned due to their nature;
  • that can spoil or age quickly;
  • whose price is subject to fluctuations in the financial market over which LuceXL has no influence;
  • for audio and video recordings and computer software of which the consumer has broken the seal;
  • for hygienic products of which the seal has been broken.

Insofar as LuceXL offers handmade or specially assembled products for the consumer, the right of withdrawal can be excluded when this product has been manufactured according to the consumer's clear specifications and this has been clearly stated in advance.

Exclusion of the right of withdrawal is only possible for services:

  • concerning accommodation, transport, catering, or leisure activities to be carried out on a specific date or during a specific period;
  • whose delivery has commenced with the express consent of the consumer before the cooling-off period has expired;
  • concerning bets and lotteries.

Article 9 - The price

During the validity period stated in the offer, the prices of the offered products and/or services will not be increased, except for price changes due to changes in VAT rates or other legal measures.

Notwithstanding this, LuceXL may offer products or services with variable prices when these prices are subject to fluctuations in the financial market or circumstances over which LuceXL has no influence. This will be stated in the offer.

Price increases within 3 months after the conclusion of the agreement are only permitted if they are the result of legal regulations or provisions.

Price increases from 3 months after the conclusion of the agreement are only permitted if LuceXL has stipulated this and:

  • they are the result of legal regulations or provisions; or
  • the consumer has the authority to terminate the agreement as of the day on which the price increase takes effect.

The prices mentioned in the offer are inclusive of VAT.

LuceXL offers free shipping within the Netherlands, unless explicitly stated otherwise.

All prices are subject to printing, typesetting and programming errors. No liability is accepted for the consequences of such errors. In the event of obvious errors, LuceXL is not obliged to deliver the product at the incorrect price.

Article 10 - Conformity and Guarantee

LuceXL guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, reasonable requirements of reliability and usability, and the statutory provisions and government regulations in force on the date the agreement was concluded.

A guarantee provided by LuceXL, manufacturer, or importer does not affect the legal rights and claims that the consumer can assert against LuceXL.

Any defects or incorrectly delivered products must be reported to LuceXL in writing within a reasonable period after discovery via info@lucexl.nl.

The statutory warranty applies to all products. This means that a product must do what the consumer can reasonably expect from it.

The warranty does not apply if:

  • the consumer has repaired or modified the delivered products themselves, or has had them repaired or modified by third parties;
  • the delivered products have been exposed to abnormal conditions;
  • the products have been handled carelessly;
  • the products have been used contrary to the instructions of LuceXL, the manufacturer, or the packaging;
  • the defectiveness is wholly or partly the result of government regulations regarding the nature or quality of materials used.

In case of damage, defects or incorrectly delivered products, LuceXL may request photos of the product, packaging and the problem, so that the situation can be properly assessed.

Article 11 - Delivery and Execution

LuceXL will exercise the greatest possible care when receiving and executing orders.

The place of delivery is the address that the consumer has provided to LuceXL.

LuceXL only ships within the Netherlands.

Orders are shipped via reliable carriers such as PostNL, DHL or DPD. Where possible, the consumer will receive a track & trace code as soon as the order has been shipped.

LuceXL's assortment typically has a delivery time of 1 to a maximum of 7 working days, unless otherwise indicated with the product or unless the consumer has agreed to a longer delivery time.

For handmade lamps or products that are specially made, finished or supplied, delivery may sometimes take longer. When this is the case, it will be clearly stated or communicated where possible.

If delivery is delayed or if an order cannot be executed or can only be partially executed, the consumer will be notified as soon as possible.

All delivery times are indicative, unless expressly agreed otherwise. The consumer cannot derive any right to compensation from exceeding an indicative term.

If delivery of an ordered product proves impossible, LuceXL will endeavour to offer a replacement item. It will be clearly stated at the time of delivery when a replacement item is being delivered. The right of withdrawal cannot be excluded for replacement items.

The risk of damage and/or loss of products rests with LuceXL until the moment of delivery to the consumer or a pre-designated representative known to LuceXL, unless expressly agreed otherwise.

Article 12 - Duration Transactions: Duration, Cancellation and Extension

Cancellation

The consumer can cancel an agreement entered into for an indefinite period and which provides for the regular delivery of products or services at any time, subject to the agreed cancellation rules and a notice period of no more than one month.

The consumer can cancel an agreement entered into for a definite period and which provides for the regular delivery of products or services at any time at the end of the definite period, subject to the agreed cancellation rules and a notice period of no more than one month.

The consumer can cancel the aforementioned agreements:

  • at any time and not be limited to cancellation at a specific time or in a specific period;
  • at least in the same way as they were entered into;
  • always with the same notice period as LuceXL has stipulated for itself.

Extension

An agreement entered into for a definite period and which provides for the regular delivery of products or services may not be tacitly extended or renewed for a definite period, unless this is legally permitted.

An agreement entered into for a definite period and which provides for the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer may cancel at any time with a notice period of no more than one month.

Duration

If an agreement has a duration of more than one year, the consumer may cancel the agreement at any time after one year with a notice period of no more than one month, unless reasonableness and fairness oppose cancellation before the end of the agreed duration.

Article 13 - Payment

Unless otherwise agreed, the amounts owed by the consumer must be paid according to the payment methods offered in the webshop.

At LuceXL, the consumer can use various payment methods, including iDEAL, Wero, credit card, and SEPA, provided these payment methods are available at the time of ordering.

The consumer is obliged to immediately report inaccuracies in provided or stated payment details to LuceXL.

In case of non-payment by the consumer, LuceXL has the right, subject to legal restrictions, to charge reasonable costs that have been communicated to the consumer in advance.

Once the payment has been successfully completed, LuceXL will process the order.

Article 14 - Complaints Procedure

LuceXL has a complaints procedure and handles complaints according to this procedure.

Complaints about the execution of the agreement must be submitted to LuceXL fully and clearly described within a reasonable time after the consumer has discovered the defect.

Complaints can be submitted via klacht@lucexl.nl.

When submitting a complaint, the consumer should preferably include:

  • the order number;
  • name and contact details;
  • a clear description of the complaint;
  • photos if the complaint concerns damage, a defect, or an incorrectly delivered product.

LuceXL usually responds to complaints substantively within 48 hours. If a complaint requires a longer processing time, the consumer will receive an acknowledgment of receipt and an indication of when a more comprehensive answer can be expected.

If a complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute settlement procedure.

A complaint does not suspend LuceXL's obligations, unless LuceXL indicates otherwise in writing.

If a complaint is found to be justified, LuceXL will, at its discretion or according to legal obligations, replace the product, repair it, refund it, or offer another appropriate solution.

Article 15 - Disputes

Agreements between LuceXL and the consumer to which these general terms and conditions relate are exclusively governed by Dutch law.

Even if the consumer resides abroad, Dutch law remains applicable insofar as legally permitted.

The Vienna Sales Convention does not apply.

Disputes between the consumer and LuceXL will preferably be resolved through mutual consultation. If this is not possible, the dispute can be submitted to the competent court according to the applicable legal rules.

Article 16 - Additional or Deviating Provisions

Additional provisions or provisions deviating from these general terms and conditions may not be to the detriment of the consumer.

Such provisions must be recorded in writing or in such a way that the consumer can store them accessibly on a durable data carrier.

When LuceXL applies additional service conditions, product conditions or promotional conditions, these will be clearly stated with the relevant offer or promotion.