This Returns & Exchanges Policy applies to purchases made on ljaco.com and is valid for customers located in Germany, Austria and Luxembourg.
All products sold by L Jacó are produced with great care and quality control. However, due to the nature of our products and international logistics, specific conditions apply to returns and exchanges, as described below.
In accordance with EU consumer protection regulations, customers may request a withdrawal within 14 calendar days after receiving the product, only if the product is not personalized.
The product must be:
To initiate a withdrawal request, the customer must contact our support team before returning any item.
Personalized, custom-made or made-to-order products are not eligible for returns or exchanges.
These products are manufactured exclusively according to the customer’s specifications. According to EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized.
If the product arrives with a proven manufacturing defect, the customer must notify us within 7 calendar days after delivery, including clear photos or videos showing the issue.
Once the defect is confirmed:
Normal wear, misuse, improper handling or damage caused by transport carriers do not qualify as manufacturing defects.
Unless a manufacturing defect is confirmed, all costs related to returns are the sole responsibility of the customer, including but not limited to:
L Jacó is not responsible for delays, inspections, holds or charges imposed by customs authorities or logistics providers.
Estimated delivery times are provided as a reference only and may vary due to factors beyond our control, including customs processing, public holidays, carrier delays or force majeure events.
Once an order is confirmed and production has started, cancellation is no longer possible.
In exceptional cases, we may evaluate possible adjustments or solutions on a case-by-case basis, always aiming for fairness and customer satisfaction, without creating any legal obligation.
Customer satisfaction is very important to us. We are always available to assist, clarify questions and seek reasonable solutions whenever possible.
However, by completing a purchase, the customer acknowledges and agrees to all terms described in this policy.
For any questions regarding returns or exchanges, please contact our support team through the official channels available on our website.
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