Terms & Conditions

TERMS AND CONDITIONS

Compliant with EU Consumer Rights (Distance Selling Directive / Consumer Rights Directive)

Registered brand name: LUKONS 

1. General Terms and Conditions

1.1. These Terms and Conditions apply to all quotations, orders, deliveries, and contracts concluded with SIA RITONE (hereinafter – the Seller) via the website www.lukons.com or by e-mail. 

1.2. All price offers are prepared based on the Customer’s written inquiry. Any changes must be confirmed in writing. 

1.3. The quotation is valid for 30 days from the date of issue. 

1.4. Prices are indicated without VAT. VAT will be added according to the laws of the Republic of Latvia and/or applicable EU regulations, depending on the Customer’s location. 

1.5. These Terms shall prevail over any Customer’s terms unless otherwise expressly agreed in writing.

2. Custom Floor Access Doors

2.1. Definition: Any floor access door that deviates from the standard models, sizes, materials, finishes, mechanisms, or other specifications presented on www.lukons.com is considered a Custom Floor Access Door. 

2.2. All Custom Floor Access Doors are made to individual order according to the Customer’s specifications and are NON-REFUNDABLE (except as provided by mandatory EU consumer law). 

2.3. The Customer acknowledges that custom products are excluded from the 14-day right of withdrawal under EU consumer protection rules.

3. Placing Orders

3.1. The order is considered accepted only after the Seller sends Order Confirmation from info@lukons.com and the Customer makes 100% advance payment (unless otherwise agreed in writing). 

3.2. Any changes after confirmation may result in revised pricing, production deadlines, and additional costs.

4. Ownership of Goods (Retention of Title)

4.1. Ownership of the product remains with the Seller until the Customer has made 100% full payment. Until full payment is received, the Customer has no ownership rights to the product.

5. Delivery

5.1. The Seller covers delivery costs from its warehouse to the Customer’s address (DAP terms), unless otherwise agreed. 

5.2. The Customer must provide valid contact information and a working phone number for delivery purposes. 

5.3. All products are insured during delivery. In case the product is damaged or destroyed during transportation, the Seller will make every effort to resolve the issue with the transportation company. The Seller’s liability is strictly limited to the value of the product (as per the invoice) and cannot be extended to any further damages or losses. 

5.4. If the delivery company cannot contact the Customer (no answer to calls, e-mails, or other communication), the Customer shall pay a penalty of 0.5% of the invoice price for each day the product is stored in the delivery company’s warehouse. 

5.5. If the Customer refuses to accept the delivery (does not answer calls, e-mails, or otherwise fails to accept the goods), the Seller is entitled to return the product to the Seller’s warehouse at the Customer’s expense. In such case, the Seller may engage third parties or collection agencies to recover all incurred costs, including storage, delivery, return delivery, and other related expenses. 

5.6. If the Customer later decides to reclaim the product, they must first pay all costs related to the failed delivery (storage, outbound delivery, return delivery, penalties, and any other arising costs) plus the cost of a new delivery. Only after full settlement of these amounts will the product be redelivered. 

5.7. If the Customer has made only an advance payment (not 100% of the invoice), but the product is already ready for shipment, the Seller is entitled to charge storage costs in the amount of 0.5% of the product/invoice price for each storage day. Storage days are calculated starting from the next day after the Seller sends a written notification (e-mail) to the Customer requesting full payment of the remaining amount. Storage fees will continue to accrue until the Seller receives 100% payment. 

5.8. The Seller is not responsible for any delays in delivery. The Customer bears full responsibility for their own contracts, deadlines, and obligations toward third parties. All customer obligations must be settled only after actual receipt of the product.

6. Payment Terms

6.1. Standard payment is 100% advance before production. 

6.2. Late payment interest: 0.5% per day.

7. Right of Withdrawal (EU Consumer Rights)

7.1. Consumers (natural persons acting outside their trade, business, or profession) have the right to withdraw from the distance contract within 14 days after receiving the goods, without giving any reason, provided the goods are unused, undamaged, and in original packaging. 

7.2. Exceptions (no right of withdrawal): 

   - Custom-made / personalized goods (Custom Floor Access Doors and other products made according to individual specifications); 

   - Goods that have been used or whose commercial appearance has been significantly changed. 

7.3. Return costs: 

   - The Customer bears the direct costs of returning the goods. 

   - For international returns, a fixed return processing fee of 350 EUR will be deducted from the refunded amount in cases where the Customer changes his mind, orders the wrong size/specifications, or does not provide a reason. 

7.4. The Seller will refund the money (after deducting the return fee and any depreciation) within 14 days after receiving and inspecting the returned goods. 

7.5. To exercise the right of withdrawal, the Customer must send a clear statement to info@lukons.com before the 14-day period expires.

8. Complaints and Warranty

8.1. Visible defects must be reported within 7 days after delivery. 

8.2. The Seller will respond to complaints within 14 days.

9. Force Majeure

Neither party is liable for non-performance due to Force Majeure.

10. Governing Law and Disputes

10.1. These Terms are governed by the laws of the Republic of Latvia and applicable EU consumer protection legislation. 

10.2. Disputes shall first be resolved amicably. If unsuccessful, they shall be settled in the courts of Latvia.

Contact: info@lukons.com