Refund and replacement charter

Overview and merchant identity

Movewywashing.world operates the Lumora storefront for consumers and selected business accounts across the European Economic Area and partner export corridors. Because capsules are ingestible products, returns follow both consumer law and food-hygiene expectations.

Our fulfilment address for written correspondence matches the registered business location at Sarphatistraat 72, 1018 EX Amsterdam, Netherlands. Digital requests should use talk@movewywashing.world with the subject line format “Return — [order number]” so automation can triage faster.

Statutory withdrawal for distance sales

European consumers typically enjoy fourteen calendar days to withdraw from contracts concluded online without stating a reason. The withdrawal period begins the day you—or a third party identified by you—take physical possession of the goods.

Sealed health products may fall under hygiene exemptions once unsealed if inappropriate for return under Article 16(m) Consumer Directive principles transposed into Dutch and EU-member law. If you break the safety seal to inspect contents, withdrawal may no longer apply although defective-product rights still can.

How to exercise withdrawal

• Email our order desk before shipping anything back so we issue a returns merchandise authorization reference.
• Package items securely in outer cartons; never place loose bottles directly into envelopes.
• Retain proof of postage until the refund posts to your original payment instrument.

Damaged, incorrect, or short shipments

Inspect deliveries promptly. If bottles arrive cracked, capsules contaminated with foreign matter, or batch codes mismatch your invoice, capture dated photographs and packaging labels. We escalate suspected tampering to carriers and insurers immediately.

Warehouse mis-picks—such as wrong strength or quantity—qualify for prepaid return labels when you notify us within seven days. After verification we reship or credit your account; you never pay twice for our operational error.

Processing promise

Approved refunds initiate within three business days of warehouse inspection or documentary approval for no-return resolutions. Banking networks vary; card issuers may need an additional billing cycle before you see funds.

Replacement stock ships from the Netherlands. During peak seasonal demand we publish transparent delays on the homepage without removing your statutory entitlements.

Situations beyond standard refund scope

• Opened bottles returned solely due to taste preference when the formulation matched the published label.
• Parcels abandoned at customs because import duties were declined.
• Bulk corporate purchases governed by written master agreements containing alternative service-level clauses.
• Fraudulent chargebacks initiated without contacting support first.

Shipping cost reimbursements

When the entire order qualifies for effective withdrawal we refund standard outbound delivery fees charged at checkout. Express upgrades are reimbursed only when we failed to meet the promised service tier.

Return postage is on us when the claim relates to damage or mis-shipment. Consumer remorse returns may require you to fund return logistics unless local regulations command otherwise.

Business-to-business nuance

Entities purchasing with VAT numbers may negotiate separate commercial terms. Unless a signed agreement states differently, the same hygiene and quality guarantees apply, but statutory withdrawal might not extend to B2B contracts.

Chargebacks and payment disputes

We cooperate with card schemes and present tracking numbers, delivery confirmations, and consent logs. Filing a chargeback while actively negotiating with support slows resolution for everyone; please exhaust email dialogue first.

Record retention

Return metadata—including correspondence, photographic evidence, and accounting references—is stored for at least seven years to satisfy Dutch bookkeeping obligations and consumer protection audits.

Escalation contacts