Terms of Service

Last Updated: 01-08-2025

TABLE OF CONTENTS

• Article 1 – Definitions

• Article 2 – Identity of the Website Operator & Supplier

• Article 3 – Applicability

• Article 4 – The Offer

• Article 5 – The Contract

• Article 6 – Right of Withdrawal & Return Policy

• Article 7 – Costs of Exercising the Right of Withdrawal

• Article 8 – Warranty and Conformity

• Article 9 – Delivery and Performance

• Article 10 – Fixed-Term Agreements: Duration, Termination, and Renewal

• Article 11 – Payment

• Article 12 – Complaints Procedure

• Article 13 – Disputes & Governing Law

• Article 14 – Additional or Deviating Provisions

• Article 15 – Payment Obligation

• Article 16 – The Price

• Article 17 – Final Provisions

• Article 18 – UK Tax and Payment Data Reporting
  

Article 1 – Definitions

In these Terms and Conditions, the following definitions apply:

• Cooling-off Period: The statutory period of 30 calendar days during which the Consumer may exercise the Right of Withdrawal.

• Consumer: A natural person who is not acting for purposes relating to their trade, business, craft, or profession, and who enters into a Distance Contract with the Supplier through the Website Operator’s platform.

• Day: A calendar day, including weekends and public holidays, unless expressly stated otherwise.

• Durable Medium: Any instrument which enables the Consumer or Website Operator to store information addressed personally to them in a manner that allows future consultation for a period adequate for the purpose, and which allows unchanged reproduction of the stored information (including but not limited to email).

• Right of Withdrawal: The statutory right of the Consumer to cancel the Distance Contract within the Cooling-off Period without stating a reason.

• Website Operator: Lune London Ltd., as further specified in Article 2, which operates the online platform, facilitates the transaction, and provides customer support but is not the direct seller of the products.

• Supplier: The entity specified in Article 2, located in China, responsible for the manufacture, quality, packaging, and shipment of products purchased by the Consumer.

• Distance Contract: An agreement concluded between the Supplier and the Consumer under an organized system for distance selling of products, where exclusive or additional use is made of one or more means of distance communication up to and including the conclusion of the contract.

• General Terms and Conditions: These Terms of Service which govern the relationship between the Consumer, the Website Operator, and the Supplier.

Article 2 – Identity of the Website Operator & Supplier

Website Operator (Platform)

• Company Name: Thewayout.

• Registered Office: Van Huutstraat 3F, Apeldoorn Netherlands
   (No return address)

• Company Number: 98014323

• VAT Number: 868324929B01
  

• Email: info@lune-london.co.uk

• Phone: +31 6 26 21 57 39

Contractual Relationship

• The Consumer acknowledges that purchases made through the Lune London website form a direct contractual relationship between the Consumer and the Supplier.

• The Website Operator acts solely as a platform/intermediary, providing the digital storefront, order forwarding, and customer service support. The Website Operator is not the contractual seller of the products.

• The Supplier bears exclusive responsibility for:

  • The production, quality, conformity, and safety of the goods;

  • Packaging and international shipment of goods;

  • Compliance with applicable product standards and import/export regulations.

• The Website Operator provides:

  • A secure and accessible online platform;

  • Transmission of product information from the Supplier to the Consumer;

  • Secure payment processing through third-party providers;

  • Communication and assistance for complaints, returns, and inquiries.

• By placing an order, the Consumer explicitly accepts that:

  • The Supplier is the merchant of record;

  • The Website Operator is not liable for the performance of the Supplier beyond its role as facilitator;

  • Any contractual claims regarding product quality or delivery rest primarily with the Supplier.

Article 3 – Applicability

1. These Terms and Conditions apply to every offer displayed on the Website Operator’s platform and to every Distance Contract concluded between the Consumer and the Supplier.

2. Before a Distance Contract is concluded, the full text of these Terms will be made available to the Consumer in such a way that they can be stored and consulted at a later date on a Durable Medium.

3. If concluded electronically, the text of these Terms will also be made available electronically.

4. If one or more provisions in these Terms are declared void or nullified, the remaining provisions remain in full effect.

5. Situations not covered by these Terms must be assessed in the spirit of these Terms. Ambiguities must be interpreted in a consumer-friendly manner consistent with the purpose of these Terms.

Article 4 – The Offer

1. If an offer is valid only for a limited period or is subject to conditions, this will be explicitly stated.

2. Offers are non-binding. The Supplier, via the Website Operator, reserves the right to amend or withdraw offers at any time.

3. Each offer will contain a complete and accurate description of the products offered, enabling the Consumer to make an informed decision.

4. While images are intended to provide a truthful representation of the products, differences in colour, size, or minor details may occur due to screen display, production batches, or materials. Such differences are not considered defects.

5. Obvious mistakes, printing errors, or technical glitches in offers do not bind the Supplier or the Website Operator.

6. Each offer specifies:

   • The total price (exclusive of UK import VAT and customs duties, where applicable);

   • Any delivery or additional charges;

   • The method of payment accepted;

   • The Consumer’s rights to withdrawal and return;

   • Delivery timeframes and limitations of liability for delays.

Article 5 – The Contract

1. The contract is concluded at the moment the Consumer accepts the Supplier’s offer via the Website Operator’s platform and meets all conditions.

2. If the Consumer accepts the offer electronically, the Website Operator will confirm receipt of the order immediately by email on behalf of the Supplier.

3. The Website Operator shall implement appropriate technical and organizational measures to secure data transfer and ensure a safe online environment.

4. The Supplier and/or Website Operator may, within legal limits, verify the Consumer’s ability to meet payment obligations. If there are legitimate grounds, they may refuse an order or impose additional conditions, provided this is communicated promptly.

5. Upon conclusion of the contract, the Supplier (via the Website Operator) will provide the following information to the Consumer:
   a. The contact details of customer support for complaints (info@lune-london.co.uk)
   b. Conditions and procedures for exercising the Right of Withdrawal;
   c. Warranty provisions and after-sales service information;
   d. The final price including all taxes and delivery costs;
   e. The accepted payment methods.

Article 6 – Right of Withdrawal & Return Policy

1. The Consumer has the right to withdraw from the Distance Contract within 30 days of receiving the product, without stating reasons.

2. During this Cooling-off Period, the Consumer must handle the product and packaging carefully. The product may only be unpacked or used to the extent necessary to assess its nature, characteristics, and functioning.

3. Products must be returned in original condition: unworn, unwashed, undamaged, with all original labels and tags, and if possible in the original packaging.

4. To exercise this right, the Consumer must notify the Website Operator within the Cooling-off Period at info@lune-london.co.uk

5. The Consumer must return the product promptly after notification and provide proof of shipment (e.g., postage receipt with tracking).

6. Exceptions: Personalized items, custom-made goods, and hygiene-sensitive items (e.g., underwear, socks) cannot be returned unless defective.

Article 7 – Costs of Exercising the Right of Withdrawal

1. If the Consumer exercises the Right of Withdrawal, they shall bear the direct cost of the return shipment, unless the product is defective, damaged, or incorrect.

2. Refunds will be processed by the Website Operator on behalf of the Supplier as soon as possible, but no later than 7 business days after receipt of the returned goods or proof of dispatch.

3. Refunds will be made via the same payment method used by the Consumer unless expressly agreed otherwise.

4. Any reduction in product value resulting from handling beyond what is necessary may be deducted from the refund.

Article 8 – Warranty and Conformity

1. The Supplier guarantees that the products comply with the contract, the specifications stated in the offer, and reasonable standards of reliability and usability in line with the Consumer Rights Act 2015.

2. Any defects, damages, or incorrect deliveries must be reported within 14 days of receipt to the Website Operator.

3. The warranty does not apply if:
   a. The Consumer has altered, repaired, or attempted to repair the goods themselves or via a third party;
   b. The goods were exposed to abnormal or improper conditions;
   c. The defect results from misuse, neglect, or failure to follow instructions.

Article 9 – Delivery and Performance

1. The Website Operator and Supplier will exercise the utmost care in handling and delivering orders.

2. The delivery address provided by the Consumer during checkout is binding.

3. Risk of loss or damage remains with the Supplier until delivery to the Consumer.

4. Delivery to the United Kingdom typically takes 8–12 business days, including 1–3 business days processing time.

5. Once dispatched, the Consumer will receive an email confirmation containing tracking information.

6. The Consumer must notify the Website Operator if tracking does not update or if delivery is unreasonably delayed.

7. Orders may be cancelled or modified within 4 hours of placement. After this window, cancellations and address changes cannot be guaranteed.

8. External factors such as customs inspections, courier delays, or severe weather may extend delivery times. The Supplier and Website Operator are not liable for such delays.

Article 10 – Fixed-Term Agreements: Duration, Termination, and Renewal

1. Unless explicitly stated otherwise, all purchases via the platform are one-off transactions.

2. In the case that subscription services or fixed-term contracts are offered in the future:

   • The Consumer may terminate an open-ended or fixed-term contract subject to the agreed termination rules and with a notice period not exceeding one month.

   • Fixed-term contracts shall not be tacitly extended or renewed.

   • Renewal for an indefinite period is only permitted if the Consumer retains the right to terminate at any time with a notice period of no more than one month.

3. Provisions of this Article apply in addition to statutory consumer protection rights under UK law.

Article 11 – Payment

1. Unless otherwise agreed in writing, all amounts owed by the Consumer must be paid in full at the time of placing the order.

2. Accepted payment methods are listed at checkout and may include credit/debit cards, digital wallets, and other secure payment services.

3. The Consumer has a duty to immediately notify the Website Operator of any inaccuracies in provided payment details.

4. In the event of non-payment, and subject to statutory limitations, the Supplier and/or Website Operator may:

   • Cancel the order,

   • Suspend delivery,

   • Recover reasonable costs incurred for failed transactions or collection.

5. Payment processing is handled by third-party providers. The Website Operator does not store complete payment details and is not liable for errors or security breaches originating with third-party processors.

Article 12 – Complaints Procedure

1. The Website Operator maintains a publicly available complaints procedure and commits to handling complaints diligently.

2. Complaints regarding contract performance must be submitted promptly, clearly, and in writing to info@lune-london.co.uk, including relevant details such as order number, description of the complaint, and supporting evidence (e.g., photos).

3. Complaints will be acknowledged within 14 days of receipt. If a complaint requires a longer handling time, the Consumer will be informed within the same period, along with an estimated resolution timeframe.

4. If a complaint cannot be resolved through mutual consultation, it may be escalated to appropriate legal or regulatory bodies in the United Kingdom.

Article 13 – Disputes & Governing Law

1. These Terms and any contract between the Supplier and the Consumer shall be governed by and construed in accordance with the laws of England and Wales.

2. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

3. The Website Operator and Supplier are not obliged to participate in alternative dispute resolution procedures before a consumer arbitration board but will cooperate in good faith with relevant authorities if required by law.

Article 14 – Additional or Deviating Provisions

1. Additional or deviating provisions from these Terms must be recorded in writing and shall not be detrimental to the Consumer.

2. In the event of conflict between these Terms and additional provisions, the latter shall prevail only if they expressly benefit the Consumer and have been clearly communicated.

3. Any supplementary agreements between the Website Operator and the Consumer shall be considered an integral part of these Terms.

Article 15 – Payment Obligation

1. By placing an order via the platform, the Consumer acknowledges a legally binding obligation to pay for the goods ordered.

2. Chargebacks or payment reversals initiated by the Consumer without valid cause do not extinguish this payment obligation, provided that the goods were delivered as described.

3. The Supplier and/or Website Operator reserve the right to recover outstanding amounts by lawful means, including debt collection services, where unjustified reversals or refusals to pay occur.

4. Consumers are reminded that initiating fraudulent chargebacks may constitute a criminal offence under applicable law.

Article 16 – The Price

1. During the validity period specified in the offer, prices will not be increased except in response to statutory changes (e.g., tax regulations).

2. Price increases within 3 months of the contract conclusion are permitted only if required by law.

3. Price increases after 3 months are only permitted if the Consumer retains the right to terminate the contract with effect from the day the increase takes effect.

4. Import Duties and VAT:

   • Prices displayed on the website are exclusive of UK import VAT and customs duties.

   • As goods are shipped directly from the Supplier’s warehouse in China, such charges may be levied by the courier on behalf of HM Revenue & Customs (HMRC) at the time of delivery.

   • These charges are the sole responsibility of the Consumer and are not included in the checkout price.

   • By accepting these Terms, the Consumer acknowledges that import VAT, clearance fees, and any related duties may be collected separately by the courier service.

Article 17 – Final Provisions

1. All offers and agreements are subject to printing, typographical, or technical errors. The Supplier is not obliged to fulfill contracts at incorrect prices if such errors occur.

2. The nullity or invalidity of any provision in these Terms shall not affect the validity of the remaining provisions.

3. These Terms are available in English. In case of translation discrepancies, the English version shall prevail.

4. The Website Operator reserves the right to unilaterally amend these Terms to reflect:

   • Changes in law or regulations,

   • Improvements in consumer protection,

   • Adjustments in operational requirements.

5. Updated Terms will be published on the website with the “Last Updated” date amended accordingly.

Article 18 – UK Tax and Payment Data Reporting

1. In accordance with UK regulations effective 1 January 2024, online platforms and payment service providers are required to collect and report transaction data to His Majesty’s Revenue & Customs (HMRC).

2. The purpose of this reporting obligation is to ensure tax transparency and compliance with UK tax laws.

3. By making a purchase on the platform, the Consumer acknowledges that transaction-related data (including sales values and payment method details) may be collected, processed, and shared by the Website Operator’s payment providers with HMRC as required by law.

4. This reporting does not affect the Consumer’s rights under data protection legislation, including the UK GDPR.