About these terms
These are the general terms and conditions which apply to your purchase of goods from riluxa.com, whether you buy through our website at www.riluxa.com, over the phone, by email or any other means.
By agreeing to these general terms and conditions you also agree to the Delivery & Returns Policy, all of which form part of a legally binding contract between us and you. You should read these general terms and conditions as well as the Delivery & Returns Policy.
We reserve the right to change the Terms & Conditions and the Delivery & Returns Policy at any time. Any changes to the Terms & Conditions or the Delivery & Returns Policy will be effective for all new orders placed after the change is published on the riluxa.com website. You should check the Terms & Conditions and the Delivery & Returns Policy posted on the riluxa.com website before each order – they may have changed since your last visit.
If you have any questions about these Terms & Conditions, the Delivery & Returns Policy, the goods or the riluxa.com website, please contact us by email at [email protected] or you can speak to a Riluxa advisor by calling (+44) 203 514 1827.
Information about riluxa.com and the goods
By using the riluxa.com website (whether you purchase any goods or not) you also agree to be bound by these Terms & Conditions as well as the Delivery & Returns Policy.
We do our outmost to make sure all information on the riluxa.com website, including descriptions of our goods and listed prices, are accurate and correct at all times. However, mistakes do happen. In such cases, we will make every reasonable effort to resolve any errors on the riluxa.com website as soon as possible and if we think that such an error has affected your order we will try to let you know in a timely manner.
The sizes and shapes of the goods may differ in real life from how they appear on your screen. We provide dimensions and measurements in the descriptions of the goods and it is your responsibility to check that the actual size of each item is suitable for your purpose.
Pictures, images and diagrams on the website are for illustration purposes only. For an accurate description of any item and details of what is included with the item, please refer to the written description available for each product on the website.
Please note that all goods are subject to availability and, although we make every effort to fulfil every order, in some cases this may not be possible. We reserve the right to withdraw any goods from sale at any time without prior notice. In case you already ordered goods that have been removed from sale, our liability to you for withdrawing any goods will be limited to a refund to you of any money paid to us in respect of those goods that we are no longer able to supply.
We will make every effort to deliver your goods in accordance with the delivery date set out in our final delivery advice email, but please note that all delivery dates given by us (whether on the website, over the phone, by email or any other means) are estimates only and delivery dates may vary. For more information about delivery, please see our Delivery & Returns Policy.
We take security very seriously and go the extra mile to make sure our website is safe and secure. However, despite our vigilance, it is not possible to guarantee that the website is free of viruses or other malicious content. For your own benefit, you should make sure that you have appropriate software and systems in place to check for viruses and other malicious content on the internet.
We reserve the right, without prior notice, to modify, update the content of, or cease access to the riluxa.com website and to stop selling any or all goods through it, either temporarily or permanently. We shall not be liable to you or anyone for any modification, suspension or discontinuance of availability of the website riluxa.com.
It is your responsibility to ensure that your login details, password and all other details in relation to your account remain confidential at all times. You agree to let us know as soon as possible if you know, or reasonably suspect, that the security of your account is at risk.
Eligibility to order goods
You may only purchase from riluxa.com if you are aged 18 years or over. You will need an active email address and a telephone number at which you can be easily contacted.
Placing your order
Please see our FAQs for information about the steps involved in placing an order. Your order constitutes an offer to purchase goods from us. Where you order more than one item, your order comprises a series of offers for each item individually.
Our Order Acknowledgement webpage and email set out the final details of your order, which you have submitted to riluxa.com. Please take care when placing your order, as you will be unable to add to or amend your order after we send the Order Acknowledgement email.
The Order Acknowledgement contains details of the goods you have ordered, the total cost of the order including delivery, and an order number. The Order aAcknowledgement email also constitutes the VAT receipt for your goods. You should print off a copy of the Order Acknowledgment email, the Delivery & Returns Policy as well as these Terms & Conditions and keep them safe. You may need to refer to these details and documents when contacting us about your order.
Please note that the Order Acknowledgement is simply an acknowledgement that your order has been received by riluxa.com; it does not indicate that we have accepted your order and does not form a binding contract.
You can pay for your goods by any of the methods available on riluxa.com.
We will take payment from your card at the time you place your order. We will contact you if we have any problems taking payment with the card details you provide during the order process. Taking payment does not mean we have accepted your order and, in the event of us not accepting your order, a full refund of the monies paid will be given as soon as reasonably possible (and in any event within thirty (30) days of us advising you that your order has not been accepted).
Unless otherwise stated, all prices shown at riluxa.com are inclusive of VAT.
Except where otherwise set out in these Terms & Conditions, the price payable by you for the goods is the price indicated by riluxa.com at the time you place your order.
In most cases the delivery fee payable by you for your order will be that which is indicated by riluxa.com at the time you place your order.
Whilst we make every effort to ensure that all the prices on riluxa.com are accurate, errors may occur. If we discover an error in the price of the goods you have ordered, we will inform you as soon as reasonably possible. You will then be given the option of re-confirming your order at the correct price or cancelling your order.
If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you by email.
If you decide to cancel your order after we have informed you of a pricing error and you have already paid for the goods, we will give you a full refund of the monies paid as soon as reasonably possible (and in any event within thirty (30) days of cancellation).
About this policy document
These are the terms and conditions (the “Delivery & Returns Policy”) which apply to the delivery by us to you of goods purchased by you from us either online at www.riluxa.com or by phone.
We may sub-contract our obligations for the Home Delivery Service to transport service providers of our choice, but we will nevertheless remain responsible for the performance of the Home Delivery Service to you.
We reserve the right to change the Delivery & Returns Policy at any time without prior notice. Any changes to the Delivery & Returns Policy will be effective for all new deliveries placed after the change is published on our website. You should check the Delivery & Returns Policy posted on the riluxa.com website before each new delivery – they may have changed since your last visit.
We will deliver to the delivery address specified in the order. The location must be within Europe but we may accommodate other locations on a case per case basis. Please note that we reserve the right to decline a delivery in certain cases, with or without a specific reason.
The delivery location must be accessible by road. It is your responsibility to be available to accept delivery at the specified delivery location on the day of delivery. If you want to take your order abroad we are happy to deliver to your shipping agent for onward transfer.
Conditions of delivery
Riluxa does not deliver perishable goods (including plants).
Some of our goods are larger than one may expect, particularly the furniture. Please check the measurements of the goods you are buying to make sure there is enough space at the delivery address for delivery to take place and that it will fit into your room.
Prior to delivery, you must ensure that there is sufficient access and space to complete the delivery in a safe and comfortable manner, and that all staircases and lifts providing access are suitable for the delivery. You must ensure that your property and the delivery area are safe for delivery staff. All fragile items that could be damaged during the delivery, such as lights, vases, pictures, etc. should be moved.
To ensure the smooth delivery of your order, you must give us as much detail as possible in advance of shipping about particular features of the delivery address which may affect the delivery (e.g. will there be time to unload / load? Do you live on a red route? Are there any height, width or weight restrictions? Are there any parking restrictions? Will the vehicle require a parking permit? Are there any time restrictions? Is access to the delivery location made difficult by landscape or geographical constraints?) If the delivery is to a business address, are there any restrictions in terms of opening hours?
If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by giving you written notice.
Delivery staff are not permitted to, and shall not: remove doors, windows, doorframes, etc. in order to complete the delivery (if these measures are required they must be undertaken before delivery takes place; we will not carry any specialised lifting equipment); unpack or construct delivered items or remove any packaging; or remove their footwear whilst making deliveries (if you are concerned about possible damage to carpets or laminate flooring, you should ensure that the adequate protective sheets are provided to cover the floors in question).
Delivery will take place at the delivery address specified by you either during the online order process (if you ordered online) or by phone, email or any other communication medium. We ask you to provide us with two telephone numbers so we can contact you easily and advise you of your delivery time.
Goods will be delivered to the entrance of your building or house, where transfer will take place. At this point you will take full ownership and responsibility for the goods.
You are solely responsible for ensuring that we are able to make delivery to the delivery address and that you are available to accept delivery at this address on the delivery date. Please try to inform us as soon as possible if you know that you are not going to be in to accept delivery. We shall not be liable in respect of any delay in delivery as a result of any act or omission by you.
If you are not personally available to accept delivery, you may appoint a representative to do so in your place. The representative must be an adult capable of receiving delivery on your behalf, and you agree that we will be entitled to rely on the representative’s instructions as if they were your own. Delivery staff are not permitted to leave any items that have not been signed for.
On delivery, you will be asked to examine the goods, check the condition of the packaging and whether the correct number of packages have been delivered. You will be asked to sign the delivery document confirming that the delivery has taken place, the number of items delivered, that delivery of the goods has not caused any damage to your property, that items are delivered “free of visible damage” and that you are happy with the service you have received. If there is obvious damage or items are missing or incorrect, you should record this on the delivery document. Missing items will be re-ordered and damaged/incorrect items will be returned and replaced and delivered free of charge. This will not affect your legal right to notify us at a later date if you subsequently find a defect in your goods. You must let us know about any damaged, missing and/or incorrect goods within 24 hours of delivery. If you refuse to sign the delivery document, this will be taken as refusal to accept delivery.
Once the goods have been delivered to you (or your representative), you become the owner of those goods and, from that point on, they will be at your risk. This means you will be liable for any subsequent damage, loss or destruction.
If items within the packaging are faulty or damaged (whether before or during delivery), you shall notify Riluxa customer service team of such fault or damage using the telephone number stated on the sales receipt or in our delivery advice email / on our website (for online orders) as soon as possible and, at the latest, 24 hours after delivery. It is strongly advised to take pictures of the damaged goods and send them to the Riluxa Customer service team as soon as possible.
Any damaged product/package must be retained for inspection at a later date. Should you dispose of any damaged product/package before we have had the opportunity to inspect it, then this could affect any claim for replacement.
Where it is established that we are responsible for damage to a delivered item, we will replace the damaged item or, if we are unable to do so, we will reimburse you with the full amount you have paid for the product, together with any delivery charges, within 30 days of the claim being accepted.
We will not accept responsibility for any items that are damaged during the delivery process, to the extent that such damage is not deemed Riluxa’s fault.
In the event of any unforeseen circumstances (including without limitation, but not limited to, lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses incurred due to a delay in delivery arising out of any cause beyond our control.
The delivery service is provided as a convenience. In the case of a delay or damage before or during the delivery of the goods, we (Riluxa ltd, riluxa.com and all related or affiliated companies and personnel) are deemed not responsible or liable for any loss or damage you may suffer as a direct or indirect result of the delay or damage.
We will only supply the Home Delivery Services for domestic and private use. You agree not to use the Home Delivery Services for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of revenue, loss of data, loss of anticipated savings, loss of business, business interruption, loss of goodwill or loss of business opportunity, or for any injury to your reputation.
If you purchased your product from our website riluxa.com or by phone, you benefit from our 14 days return guarantee. As part of the guarantee, if you are not satisfied with the product you received within 14 days of delivery, you can return it to us at your own cost and we will refund you fully the monies paid for the returned product, including the original delivery cost.
You don’t need to give a reason for the return, you can just decide you don’t want it anymore. The product should not be damaged and must be in the state you received it. So, you can shop safely knowing that you can change your mind at any time. Our 14 days Return Guarantee gives you complete peace of mind.
Please note that beyond 14 days after delivery, no return or refund will be accepted or processed. In cases we deem exceptional, we reserve the right to accept returns or refunds (full or partial) beyond 14 days, at our entire discretion and with or without providing a reason.