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Return Policy

1. Right of Withdrawal (EU Directive 2011/83/EU and Dutch Civil Code BW 6:230o)

If you are an EU-based consumer, you have the right to withdraw from your purchase within 14 days of receiving the item(s), without providing a reason. This right applies only to consumer purchases and does not cover business-to-business (B2B) transactions.

 

Conditions for Exercising Your Right of Withdrawal:

  • You must notify us within 14 days of receiving your order by emailing contact@thelighterhouse.com.
  • You must return the item(s) in their original condition, unused, and with all original packaging and accessories within 14 days after notifying us of your decision to withdraw.
  • Certain items are excluded from this right, including:
  • Personalized or custom-made products.
  • Consumable items that have been used.
  • Items that, for hygiene reasons, cannot be resold once opened.
  • If the returned item is not in its original condition, has missing parts, or is damaged, we reserve the right to refuse a refund or issue only a partial refund.

 

2. Return Shipping Costs

  • If you choose to return an item, you are responsible for the return shipping costs unless otherwise agreed.
  • We recommend using a trackable shipping method to ensure the return is processed successfully.
  • If the item was incorrect or defective, we will cover the return shipping costs and provide a prepaid return label.
  • Shipping costs are non-refundable, even if a refund is issued for the returned product.

 

3. Refund Process

Once your return is received and inspected, we will process your refund:

  • Refunds will be issued using the same payment method you used for the original purchase.
  • Refunds will be processed within 14 days of receiving the returned item.
  • If you paid using a credit card or PayPal, your bank may take additional time to reflect the refund in your account.
  • Transaction fees associated with the payment provider (e.g., PayPal, Stripe, or bank fees) are non-refundable.

 

4. Late or Missing Refunds

If you haven’t received a refund yet, please follow these steps:

  • Check your bank account again.
  • Contact your credit card provider, as it may take time before your refund is officially posted.
  • Contact your bank, as processing times may vary.
  • If you’ve done all of the above and still haven’t received your refund, contact us at contact@thelighterhouse.com.

 

5. Exchanges

We only replace items if they are defective or damaged, And we have a similar item in our current inventory. If you need to exchange an item for the same one, contact us at contact@thelighterhouse.com and we will guide you through the exchange process.

 

6. Non-Returnable and Non-Refundable Items

Certain items cannot be returned or refunded, including:

  • Gift cards.
  • Personalized or engraved products.
  • tems that have been used or damaged due to misuse.
  • Limited edition or auctioned items, unless defective.

 

7. Contact Information

For any further questions about our Return Policy, please contact us at:
Email: contact@thelighterhouse.com

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The Lighterhouse – Ensuring a smooth and transparent return experience for our customers.