Terms of service

General Terms and Conditions

Lune Lupo B.V. — for consumers
Version 1.0 — 19-08-2026

These general terms and conditions apply to all offers of Lune Lupo B.V. and to every distance contract concluded between Lune Lupo B.V. and a consumer via the webshop.

Article 1 — Definitions

In these general terms and conditions, the following definitions apply:

Cooling-off period: the period within which the consumer can exercise their right of withdrawal;

Consumer: the natural person who does not act for purposes related to their trade, business, craft or professional activity;

Day: calendar day;

Continuing performance contract (subscription): a contract for the regular delivery of products during a fixed or indefinite period;

Durable medium: any means — including email — that enables the consumer or entrepreneur to store information addressed to them personally in a way that allows future consultation and unaltered reproduction of the stored information;

Right of withdrawal: the possibility for the consumer to withdraw from the distance contract within the cooling-off period;

Withdrawal form: the European model withdrawal form included in the annex to these terms and conditions;

Entrepreneur: Lune Lupo B.V., as further described in Article 2;

Distance contract: a contract concluded between the entrepreneur and the consumer within the framework of an organised system for distance selling, whereby, up to and including the conclusion of the contract, exclusive or partial use is made of one or more means of distance communication;

Sealed product: a product that, for reasons of health protection or hygiene, is provided with a seal (including a seal, foil, cap seal or safety seal), such as skincare products and food supplements.

Article 2 — Identity of the entrepreneur

Statutory name: Lune Lupo B.V.
Trade name: Lune Lupo
Registered and visiting address: Vismarkt 52a, 9711 KV Groningen, the Netherlands
Chamber of Commerce (KvK) number: 42085879
Establishment number: 000065899857
VAT identification number: NL869643319B01
Email address: hello@lunelupo.com
Website: https://lunelupo.com
Availability: Monday to Friday from 9:00 AM to 5:00 PM

Article 3 — Applicability

These general terms and conditions apply to every offer of the entrepreneur and to every distance contract concluded between the entrepreneur and the consumer.
Before the distance contract is concluded, the text of these general terms and conditions is made available to the consumer. If this is not reasonably possible, the entrepreneur will indicate, before the contract is concluded, how the general terms and conditions can be consulted and that they will be sent to the consumer free of charge as soon as possible upon request.
If the distance contract is concluded electronically, the text of these general terms and conditions will be made available to the consumer electronically in such a way that it can easily be stored by the consumer on a durable medium.
If, in addition to these general terms and conditions, specific product or promotional conditions apply, the consumer may, in the event of conflicting conditions, always invoke the applicable provision that is most favourable to them.
If one or more provisions of these general terms and conditions are at any time wholly or partially void or annulled, the contract and these terms and conditions will otherwise remain in force, and the provision in question will be replaced by a provision that approximates the purpose of the original as closely as possible.

Article 4 — The offer

If an offer has a limited period of validity or is subject to conditions, this will be explicitly stated in the offer.
The offer contains a complete and accurate description of the products offered. The description is sufficiently detailed to enable the consumer to properly assess the offer. For skincare products, the ingredients list (INCI) is stated or made available; for food supplements, the composition, the recommended daily dosage and the legally required statements and warnings are stated or made available.
Images of products are a true representation of the products offered. The entrepreneur cannot guarantee that the colours displayed correspond exactly to the actual colours of the products.
Obvious mistakes or obvious errors in the offer, including evident pricing errors, do not bind the entrepreneur.
Each offer contains such information that it is clear to the consumer what rights and obligations are attached to accepting the offer, including the price including taxes, any delivery costs, the method of payment and delivery, and whether or not the right of withdrawal applies.
If the entrepreneur makes consumer reviews accessible, they will inform the consumer whether and how they ensure that these reviews originate from consumers who have actually purchased or used the product.
In the event of a price reduction, the entrepreneur will state as the reference price the lowest price they applied for the product in question during a period of thirty days prior to the price reduction.

Article 5 — The contract

The contract is concluded, subject to the provisions of paragraph 4, at the moment the consumer accepts the offer and complies with the conditions attached thereto.
If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of the acceptance of the offer electronically. As long as the receipt of this acceptance has not been confirmed by the entrepreneur, the consumer may dissolve the contract.
If the contract is concluded electronically, the entrepreneur will take appropriate technical and organisational measures to secure the electronic transfer of data and will ensure a secure web environment. If the consumer can pay electronically, the entrepreneur will observe appropriate security measures for this purpose.
The entrepreneur may — within legal frameworks — inform themselves whether the consumer can meet their payment obligations, as well as of facts and factors that are important for responsibly entering into the distance contract. If, on the basis of this investigation, the entrepreneur has good grounds not to enter into the contract, they are entitled to refuse an order or request, stating reasons, or to attach special conditions to its execution.
The entrepreneur will send the following information to the consumer at the latest upon delivery of the product, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable medium:
1. the visiting address of the entrepreneur's establishment where the consumer can lodge complaints;
2. the conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
3. information about warranties and existing after-sales service;
4. the price including all taxes, any delivery costs, and the method of payment, delivery or execution;
5. if the consumer has a right of withdrawal, the model withdrawal form.
In the case of a continuing performance contract, the provision of the previous paragraph applies only to the first delivery.

Article 6 — Right of withdrawal

The consumer may dissolve a contract relating to the purchase of a product during a cooling-off period of 30 days without giving reasons. The entrepreneur may ask the consumer for the reason for withdrawal, but may not oblige them to state their reason(s).
The cooling-off period referred to in paragraph 1 commences on the day after the consumer, or a third party designated in advance by the consumer who is not the carrier, has received the product, or:
1. if the consumer has ordered multiple products in the same order: the day on which the consumer, or a third party designated by them, received the last product;
2. if the delivery of a product consists of several shipments or parts: the day on which the consumer, or a third party designated by them, received the last shipment or the last part;
3. in the case of contracts for the regular delivery of products during a fixed period (subscriptions): the day on which the consumer, or a third party designated by them, received the first product.
If the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal or the model withdrawal form, the cooling-off period expires twelve months after the end of the original cooling-off period determined in accordance with the previous paragraphs.
If the entrepreneur provides the consumer with the information referred to in the previous paragraph within twelve months of the commencement date of the original cooling-off period, the cooling-off period expires 30 days after the day on which the consumer received that information.

Article 7 — Obligations of the consumer during the cooling-off period

During the cooling-off period, the consumer will handle the product and its packaging with care. They will only unpack or use the product to the extent necessary to establish the nature, characteristics and functioning of the product. The guiding principle here is that the consumer may only handle and inspect the product as they would be permitted to do in a shop.
For sealed products, breaking the seal results in the lapse of the right of withdrawal, as provided in Article 10. The consumer can assess the nature and characteristics of the product on the basis of the outer packaging and the product information, without breaking the seal.
The consumer is only liable for any diminished value of the product resulting from handling the product beyond what is permitted in paragraph 1.
The consumer is not liable for any diminished value of the product if the entrepreneur has not provided them with all the legally required information about the right of withdrawal before or upon concluding the contract.

Article 8 — Exercise of the right of withdrawal and costs thereof

If the consumer exercises their right of withdrawal, they will notify the entrepreneur within the cooling-off period by means of the model withdrawal form or in another unambiguous manner.
As quickly as possible, but within 14 days from the day following the notification referred to in paragraph 1, the consumer will return the product or hand it over to (an authorised representative of) the entrepreneur. The consumer has in any case observed the return period if they return the product before the cooling-off period has expired.
The consumer will return the product with all accessories supplied, if reasonably possible in its original condition and packaging, and in accordance with the reasonable and clear instructions provided by the entrepreneur.
The risk and burden of proof for the correct and timely exercise of the right of withdrawal lie with the consumer.
The consumer bears the direct costs of returning the product, unless the entrepreneur has indicated that they will bear these costs themselves.
If the consumer exercises their right of withdrawal, all supplementary contracts are dissolved by operation of law.

Article 9 — Obligations of the entrepreneur in the event of withdrawal

If the entrepreneur enables the consumer to notify withdrawal electronically, they will send a confirmation of receipt immediately after receiving this notification.
The entrepreneur will reimburse all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay but at the latest within 14 days following the day on which the consumer notifies them of the withdrawal. The entrepreneur may withhold reimbursement until they have received the product or until the consumer demonstrates that they have returned the product, whichever occurs first.
The entrepreneur will use the same means of payment that the consumer used for reimbursement, unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer.
If the consumer has chosen a more expensive method of delivery than the cheapest standard delivery, the entrepreneur does not have to reimburse the additional costs of the more expensive method.

Article 10 — Exclusion of the right of withdrawal

The entrepreneur excludes the following products from the right of withdrawal, but only if they have clearly stated this in the offer, or at least in good time before the conclusion of the contract:
1. sealed products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery. This includes in particular skincare products and food supplements whose seal, foil or safety seal has been broken or removed;
2. products that spoil quickly or have a limited shelf life;
3. products that, after delivery, are by their nature irrevocably mixed with other products;
4. products manufactured according to the consumer's specifications, which are not prefabricated and which are manufactured on the basis of an individual choice or decision by the consumer, or which are clearly intended for a specific person.
The exclusion under paragraph 1 sub a applies only insofar as the seal has actually been broken. Unopened, sealed products can be returned within the cooling-off period in accordance with Articles 6 to 9.

Article 11 — The price

During the period of validity stated in the offer, the prices of the products offered will not be increased, except for price changes as a result of changes in VAT rates.
Price increases within 3 months after the conclusion of the contract are only permitted if they are the result of statutory regulations or provisions.
Price increases from 3 months after the conclusion of the contract are only permitted if the entrepreneur has stipulated this and these are the result of statutory regulations or provisions, or the consumer has the authority to terminate the contract with effect from the day on which the price increase takes effect.
The prices stated in the offer of products include VAT. Any shipping costs will be clearly shown to the consumer before the conclusion of the contract.

Article 12 — Conformity and warranty

The entrepreneur guarantees that the products comply with the contract, the specifications stated in the offer, the reasonable requirements of soundness and/or usability, and the statutory provisions and/or government regulations existing on the date of the conclusion of the contract.
Any additional warranty provided by the entrepreneur, their supplier, manufacturer or importer never limits the statutory rights and claims that the consumer can assert against the entrepreneur under the contract if the entrepreneur has failed to fulfil their part of the contract.
An additional warranty means any commitment by the entrepreneur, their supplier, importer or producer in which they grant the consumer certain rights or claims that go beyond what they are legally obliged to in the event that they have failed to fulfil their part of the contract.
Defects in the delivered product must be reported to the entrepreneur within a reasonable time after discovery. A report within two months of discovery is in any case timely.
The consumer cannot invoke conformity complaints relating to incorrect use, use contrary to the instructions for use or the instructions stated on the packaging, or incorrect storage of the product, insofar as the defect has arisen as a result thereof.

Article 13 — Delivery and execution

The entrepreneur will exercise the greatest possible care when receiving and executing orders for products.
The place of delivery is the address that the consumer has made known to the entrepreneur.
The entrepreneur will execute accepted orders with due speed but at the latest within 30 days, unless a different delivery period has been agreed. If delivery is delayed, or if an order cannot be executed or can only be executed partially, the consumer will be notified of this no later than 30 days after placing the order. In that case, the consumer has the right to dissolve the contract free of charge and is entitled to any compensation in accordance with the law.
After dissolution in accordance with the previous paragraph, the entrepreneur will refund the amount paid by the consumer without delay.
The risk of damage and/or loss of products rests with the entrepreneur until the moment of delivery to the consumer or a representative designated in advance and made known to the entrepreneur, unless expressly agreed otherwise.

Article 14 — Subscriptions and continuing performance contracts

The consumer may at any time terminate a contract entered into for an indefinite period for the regular delivery of products, observing a notice period of no more than one month.
The consumer may at any time terminate a contract entered into for a fixed period for the regular delivery of products at the end of the fixed period, observing a notice period of no more than one month.
The consumer may terminate the contracts referred to in the previous paragraphs at any time and is not limited to termination at a specific time or during a specific period; they may at least terminate in the same manner as the contract was entered into, and with the same notice period as the entrepreneur has stipulated for themselves.
A contract entered into for a fixed period for the regular delivery of products will not be tacitly extended or renewed for a fixed period. Such a contract may only be tacitly extended for an indefinite period if the consumer may terminate at any time with a notice period of no more than one month.
The current price, frequency and content of a subscription will be clearly communicated to the consumer before it is entered into. Changes to the price or composition of an ongoing subscription will be announced at least one month in advance, whereby the consumer has the right to terminate the subscription free of charge with effect from the day on which the change takes effect.

Article 15 — Payment

Unless otherwise provided in the contract or supplementary conditions, the amounts owed by the consumer must be paid within 14 days after the commencement of the cooling-off period. Payment is made via the payment methods offered in the ordering process.
The consumer cannot be obliged under these general terms and conditions to pay more than 50% of the purchase price in advance. Where advance payment has been stipulated, the consumer cannot assert any rights regarding the execution of the order in question before the stipulated advance payment has been made.
The consumer has the obligation to report inaccuracies in payment details provided or stated to the entrepreneur without delay.
If the consumer does not meet their payment obligation(s) in time, they will, after being notified by the entrepreneur of the late payment and after the entrepreneur has granted the consumer a period of 30 days to still meet their payment obligations, owe statutory interest on the amount still due if payment is not made within this 30-day period, and the entrepreneur is entitled to charge the extrajudicial collection costs incurred by them. These collection costs amount to a maximum of: 15% on outstanding amounts up to €2,500; 10% on the next €2,500 and 5% on the following €5,000, with a minimum of €40. The entrepreneur may deviate from the stated amounts and percentages in favour of the consumer.

Article 16 — Safe and responsible use of the products

The consumer must use the products in accordance with the instructions for use and the instructions and warnings stated on the packaging or in the product information.
Food supplements are not a substitute for a varied, balanced diet and a healthy lifestyle. The recommended daily dosage must not be exceeded. Food supplements must be kept out of reach of young children.
In the event of pregnancy, breastfeeding, medication use, a medical condition or doubt about the suitability of a product, the consumer is advised to consult a doctor or other expert before use.
The products offered by the entrepreneur are not medicines and are not intended to diagnose, treat, cure or prevent diseases.
For skincare products, the consumer is advised to consult the ingredients list in connection with possible allergies or sensitivities and, upon first use, to test the product on a small area of the skin. In the event of persistent skin irritation, use should be discontinued and, if necessary, a doctor should be consulted.
Product information on the website has been compiled with care, but is general in nature and does not constitute personal medical, dietary or other professional advice.

Article 17 — Complaints procedure

The entrepreneur has a sufficiently publicised complaints procedure and handles complaints in accordance with this complaints procedure.
Complaints about the execution of the contract must be submitted to the entrepreneur within a reasonable time after the consumer has discovered the defects, fully and clearly described.
Complaints submitted to the entrepreneur will be answered within a period of 7 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will respond within the 14-day period with a confirmation of receipt and an indication of when the consumer can expect a more detailed answer.
The consumer must in any case give the entrepreneur 4 weeks to resolve the complaint by mutual agreement. After this period, a dispute arises that is subject to the dispute resolution procedure of Article 18.

Article 18 — Disputes and applicable law

Contracts between the entrepreneur and the consumer to which these general terms and conditions relate are exclusively governed by Dutch law. The applicability of the Vienna Sales Convention (CISG) is excluded.
Disputes that cannot be resolved by mutual agreement may be submitted to the competent court. If the consumer resides in the Netherlands, this is the court that has jurisdiction by law in the consumer's place of residence or the entrepreneur's place of establishment.
This choice of law does not affect the protection the consumer enjoys under mandatory provisions of the law of the country where the consumer has their habitual residence.

Article 19 — Personal data

The entrepreneur processes the consumer's personal data in accordance with the General Data Protection Regulation (GDPR) and other applicable laws and regulations.
For information about which personal data is processed, for what purposes, and what rights the consumer has, reference is made to the privacy statement on the entrepreneur's website.

Article 20 — Intellectual property

All intellectual property rights relating to the website, the brand name Lune Lupo, texts, images, product designs and other content are vested in the entrepreneur or their licensors.
It is not permitted to reproduce or publish content from the website without the prior written consent of the entrepreneur, other than for personal, non-commercial use.

Article 21 — Amendment of these general terms and conditions

The entrepreneur may amend these general terms and conditions. Amendments only take effect after they have been published in an appropriate manner.
The terms and conditions that applied at the time of concluding a contract remain applicable to that contract, with the proviso that, in the event of amendments during the term of an offer, the provision most favourable to the consumer prevails.
Supplementary provisions or provisions deviating from these general terms and conditions may not be to the detriment of the consumer and must be recorded in writing, or in such a way that they can be stored by the consumer in an accessible manner on a durable medium.

Annex I — Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To:
Lune Lupo B.V.
Vismarkt 52a, 9711 KV Groningen, the Netherlands
hello@lunelupo.com

I/We* hereby inform you that I/we* withdraw from our contract concerning the sale of the following products: [product description].

Ordered on*/received on*: [date]

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is submitted on paper):

Date:

* Delete as appropriate.

Note: this form is only for notifying us of your decision to withdraw. Please do not send the product itself to this address — for the correct return shipping address, see our Return & Refund Policy.