General Information
The ownership of www.loue.es (hereinafter, the “Website”) belongs to LOUE MADRID SL (hereinafter, “LOUÉ”), whose contact details are:
Address: C/ Virgen de los Peligros, 12, 28013 Madrid
Contact phone: 681158810
Contact email: loue@loue.es
In cases where the User purchases products through this Website, they are entitled to a series of rights, as listed and described below:
Right of Withdrawal
The User, as a consumer and user, makes a purchase on the Website and therefore has the right to withdraw from said purchase within 14 calendar days, without the need for justification.
This withdrawal period will expire 14 calendar days from the day the User or a third party authorized by them, other than the carrier, acquired material possession of the goods purchased on the LOUÉ Website, or, in the event that the goods in their order are delivered separately, 14 calendar days from the day the User or a third party authorized by them, other than the carrier, acquired material possession of the last of those goods forming part of the same purchase order. In the case of a service contract, the withdrawal period will expire 14 calendar days from the day the contract was concluded.
To exercise this right of withdrawal, the User must notify their decision to LOUÉ. They may do so through the contact channels provided on the Website.
The User, regardless of the means chosen to communicate their decision, must clearly and unequivocally express their intention to withdraw from the purchase contract.
To meet the withdrawal deadline, it is sufficient that the communication clearly expressing the decision to withdraw is sent before the corresponding period expires.
In the event of withdrawal, LOUÉ will refund the User all payments received, including delivery costs (except for any additional costs resulting from the User’s choice of a delivery method other than the least expensive standard option offered on the Website), without undue delay and, in any case, no later than 14 calendar days from the date on which LOUÉ was informed of the User’s decision to withdraw.
LOUÉ will reimburse the User using the same payment method used by the User for the initial transaction. This refund will not incur any additional cost to the User. However, LOUÉ may withhold the refund until the goods have been received or until the User provides proof of having returned the goods, whichever condition is met first.
The User may return or send the products to LOUÉ at:
C/ Virgen de los Peligros, 12, 28013 Madrid.
They must do so without undue delay and, in any case, no later than 14 calendar days from the date on which LOUÉ was informed of the decision to withdraw.
The User acknowledges being aware that they must bear the direct cost of returning the goods (transport, delivery) if incurred. In addition, the User will be responsible for any reduction in the value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
The User acknowledges being aware that there are exceptions to the right of withdrawal, as set out in Article 103 of Royal Legislative Decree 1/2007 of November 16, approving the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws. By way of example, but not limitation, this would include: personalized products; products that may deteriorate or expire quickly; and products that are sealed and have been unsealed after delivery.
The same applies to the provision of a service that the User may contract through this Website, since the aforementioned law establishes that Users will not have the right of withdrawal when the service has been fully performed, or when it has begun with the express consent of the consumer and acknowledgment that they are aware that, once the contract has been fully performed by LOUÉ, they will lose their right of withdrawal.
In any case, no refund will be made if the product has been used beyond mere opening, if the products are not in the same condition in which they were delivered, or if they have been damaged after delivery.
Furthermore, products must be returned using or including all their original packaging, instructions, and any other accompanying documents, along with a copy of the purchase invoice.
Return of Defective Products or Shipping Errors
This applies to all cases in which the User considers that, at the time of delivery, the product does not conform to the terms of the contract or purchase order and therefore must contact LOUÉ immediately to report the nonconformity (defect/error) using the same means or the contact details provided above.
The User will then be informed on how to proceed with the return of the products. Once returned, they will be examined, and the User will be informed, within a reasonable period, whether a refund or replacement is appropriate.
The refund or replacement of the product will be carried out as soon as possible and, in any case, within 14 days following the date on which an email is sent confirming that the refund or replacement of the nonconforming item will proceed.
The amount paid for products returned due to a defect—where one actually exists—will be refunded in full, including delivery costs and any expenses incurred by the User in making the return. The refund will be made using the same payment method the User used to pay for the purchase.
