Refund policy
Return and Refund Policy
At LUCA, we want you to be able to shop with confidence. That's why we offer a clear and fair return policy that goes beyond the legal minimum.
Please note – during the pre-sale period: orders placed now are pre-orders. No payment is charged at this time, and no processing or shipping takes place yet. This return policy comes into effect once your order, after the official opening (in the second half of October 2026), has actually been paid for and shipped — the return period only starts counting from that moment. See our pre-sale notice at checkout for more information.
Return period
You can request a return within 30 days of receiving your order. This is an additional service we offer, on top of your legal right of withdrawal of 14 days (see below).
To be eligible for a return, the item must be:
- unused;
- unopened and in original condition;
- in its original packaging;
- suitable for resale;
- accompanied by proof of purchase.
Requesting a return
To request a return, contact us at info@lucanijmegen.nl. Once your return request is approved, you will receive the return address and further instructions. Items returned without prior approval cannot be accepted.
Return costs
If you return an item because you changed your mind, return costs are your responsibility. If the product is damaged, defective, or delivered incorrectly, we of course cover all costs.
Damaged or incorrect delivery
Check your order as soon as possible after receiving it. Did a product arrive damaged, or did you receive the wrong item? Contact us as soon as possible, preferably within 48 hours of delivery, at info@lucanijmegen.nl and include clear photos of: the damaged product, the packaging, and the shipping label. We will assess your request as quickly as possible and arrange an appropriate solution. This of course does not affect your legal rights regarding product conformity.
Products that cannot be returned
For food safety and hygiene reasons, we cannot accept returns of: opened food and beverage items, products with a broken seal, perishable products, personalised or custom-ordered items, and gift cards. Food items can only be returned if unopened, sealed, and in perfect condition.
Exchanges
We do not offer direct exchanges. If you would like a different product, you can simply place a new order once your return has been approved.
Statutory right of withdrawal within the European Union
As a consumer within the European Union, you also have the legal right to withdraw from your order within 14 days of receipt, without giving any reason. This right of withdrawal does not apply to products excluded under European law, including sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery (such as opened or perishable food items).
To exercise your right of withdrawal, you can inform us unambiguously via info@lucanijmegen.nl, for example by sending a clear email including your order number and a statement that you wish to withdraw from the contract.
Refund
Once we have received and inspected the returned products, we will inform you about the approval of the return. After approval, the purchase amount will generally be refunded within 10 business days via the same payment method used for the order. In exceptional cases, this may take up to a maximum of 15 business days. If the refund is not visible after 15 business days, feel free to contact us at info@lucanijmegen.nl.