Terms of sale and order
The general ordering conditions apply to the legal relationships arising from orders placed through the ordering environment of Luxkristall (hereinafter referred to as Elcro Ltd) in the online store www.luxkristall.ee (hereinafter referred to as the E-store).
In addition to these general ordering terms, the relationships between the Buyer and Luxkristall are governed by the legal norms in force in the Republic of Estonia and Luxkristall’s procedure for processing customer personal data (privacy conditions), available at www.luxkristall.ee/privacy.
These general ordering terms, privacy conditions, and the current price list of products in the online store can be reviewed on the Luxkristall website.
Luxkristall reserves the right to change these general ordering terms without prior notice by publishing the new applicable conditions in the online environment. Luxkristall also has the right to change the online store’s price list at any time without prior notice by publishing a new price list on the internet. Luxkristall has the right to refrain from accepting or fulfilling an order, for example, if an erroneously incorrect price is published in the price list.
We manufacture all products according to the order
The delivery time for products made to order is 2-10 weeks. The delivery time includes transportation as well. If the order includes products with different delivery times, we will ship all products based on the longest delivery time specified in the order. For the exact delivery time of your order, please contact us at info@luxkristall.ee.
The production times for custom-made products may extend beyond 10 weeks.
Ordering Procedure for Products
To place an order, the Buyer is not required to register as a user on Luxkristall’s online store. The Buyer selects the desired product(s), specifies the quantity for each product, completes the payment for the products, and chooses the delivery method. Before finalizing the order, the Buyer has the opportunity to review and modify the order.
All prices of products shown on the online store include VAT. In addition to the ordered products, a delivery fee will be added based on the delivery method chosen by the Buyer.
Payments are processed by Montonio Finance UAB, and the payment takes place outside the online store in a secure environment. Luxkristall is the data controller responsible for personal data and transfers the necessary personal data for payment processing to the authorized processor Montonio Finance UAB.
The transactions are billed in euros. The contract between the Buyer and Luxkristall is considered concluded after the Buyer has confirmed the order, and Luxkristall has provided the Buyer with order confirmation. The order becomes effective when Luxkristall dispatches the products to the Buyer.
Delivery of Products:
Luxkristall delivers the ordered products to the Buyer according to the method chosen by the Buyer when placing the order, either through DPD, Itella SmartPOST, Omniva parcel machine, or by courier.
The Buyer chooses the delivery method during the order confirmation. The delivery prices are fixed and visible to the
Buyer in the price list during the order placement.
The delivery prices may change based on the current price list of the service provider.
If the Buyer wishes to pick up the goods personally, they should choose ‘Pick up myself’ during the order placement. The pickup location is Villa 46, Kambja vald, 61714 Tartumaa. For scheduling the pickup time, please call +372 5347 9676.
In case the Buyer’s order includes products on backorder, Luxkristall will deliver the ordered products in one shipment, waiting for the arrival of the backordered goods to the warehouse.
If you wish to place an order to any other country worldwide, please express your request to info@luxkristall.ee. We will specify the transportation cost before confirming the order.
The customer’s right to withdraw from the order
In accordance with the law, the consumer Buyer has the right to withdraw from the contract within 14 days from receiving the ordered goods, and return the unused product in its original, undamaged packaging (excluding custom-made products). To initiate a return, the Buyer must contact Luxkristall by phone at +372 5347 9676 or send a relevant email to info@luxkristall.ee. The right of withdrawal does not apply to legal entities. In terms of consumer protection law, the Buyer/Consumer is an individual.
The production of custom-made products may require Luxkristall to incur immediate expenses from the manufacturer. Therefore, cancellations of orders are not accepted after 24 hours from the order placement and confirmation.
Specifically custom-made goods cannot be returned. Claims and disputes arising from artistic and creative perspectives will not be entertained.
The returned product must be in its original packaging, with original markings, and in the same completeness as when issued to the Buyer.
In case the original packaging of the product is damaged, or if the use of the product during the trial period exceeds the reasonable extent necessary for acquainting oneself with the product, or if the returned product is not in a condition comparable to a new similar product, Luxkristall has the right to unilaterally deduct from the amount to be refunded to the Buyer a compensation corresponding to the decrease in the value of the product.
The amount of compensation is determined based on the extent of possible decrease in the value of the returned product, and the Buyer will be informed of the amount of compensation as soon as it is determined.
The Buyer bears the cost of returning the goods. The Seller does not reimburse the return shipping costs.
Luxkristall will refund the payment made by the Buyer without undue delay, but no later than within 14 days from the receipt of the notice of withdrawal from the contract.
Luxkristall does not compensate for damages caused to the product by natural forces.
Processing of personal data
The online store uses the personal data provided by the Buyer (including name, phone number, address, email address, and bank details) only for processing the order and delivering the goods to the Buyer.
The online store shares the personal data with shipping companies for the purpose of delivering the goods.
The online store sends newsletters and offers to the Buyer’s email address only if the Buyer has expressed a desire to receive them by entering their email address on the website and indicating their preference for receiving direct mail notifications.
The Buyer has the option to unsubscribe from email offers and newsletters at any time by notifying us via email or by following the instructions provided in the promotional emails.
The time for submitting claims
We are responsible for non-compliance and defects in the products. If you discover upon receiving the goods that the product does not meet the specified criteria, please send an email to info@luxkristall.ee within 3 business days, along with a description of the non-compliance or defect.
Luxkristall is not liable for damage to the product caused by the customer, as well as for defects that have arisen due to the product’s non-purposeful and irregular use. Additionally, claims and disputes arising from artistic and creative perspectives will not be accepted.
In case of non-compliance and defects in the product, the customer has the right to demand the replacement of the product with a correct one. In this case, Luxkristall bears the transportation costs.
Luxkristall responds to the complaint submitted by the Buyer in writing or in a form that allows written reproduction within 15 days.
If Luxkristall has refused to resolve the complaint submitted by the Buyer or if the Buyer is not satisfied with the solution offered by Luxkristall and believes that their rights have been violated, the Buyer may submit a complaint to the Consumer Disputes Commission through the Consumer Protection Board or to the court. The contact details of the Consumer Disputes Commission are available on the website of the Consumer Protection Board. For resolving issues arising in European Union member states, contact the European Consumer Centre.
