Terms and conditions

1. Introduction and effectiveness of the General Conditions

These general conditions of sale (hereinafter, “General Conditions”) have as their object the regulation of the purchase of products made on the website www.lux-alpaca.com (hereinafter, the “website”) in compliance of the Italian legislation, the Legislative Decree 206/2005 and subsequent amendments and additions (hereinafter, the “Consumer Code”). The seller of the products and owner of the website is Luxalpaca di R.T. The customer who accesses the website to make purchases (hereinafter “Customer”) is required, before sending the order, to carefully read these General Conditions.

2. Choose and order the Products

The characteristics and the price of the various products for sale on the website (hereinafter “Product” or “Products”) are shown on the page relating to each Product. The Customer must add the Product to the “Cart”, then enter the shipping and billing information, then select the desired payment method and confirm the order only after having read the General Conditions and the Privacy Policy and confirmed their acceptance. By sending the order from the website, which has the value of a contractual proposal, the Customer acknowledges and declares to have read all the information provided during the purchase procedure and to fully accept these transcribed General and Payment Conditions. The contract stipulated between Luxalpaca and the Customer must be considered concluded with the acceptance of the order by Luxalpaca. This acceptance is communicated to the Customer through an e-mail confirming the order itself containing a reference to these General Conditions, the order number, the shipping and billing data, the list of Products ordered and the total price, including any delivery costs. The Customer will check the confirmation e-mail and if he identifies errors in the order he will have 3 hours from the receipt of the e-mail to contact our Customer Care by writing an email to customercare@lux-alpaca.com. Once the order has been received, Luxalpaca will check the availability of the stocks for the fulfillment of the order. In the event that one or more Products are not available, our Customer Service will promptly send an e-mail to the Customer who, within the next 12 hours, will have the right to reply to confirm the shipment of any additional Products available or cancel it. In case of no reply within this period, the order will be considered confirmed and the available Products will be shipped. The amount relating to the missing Products will be reimbursed through the same payment method used for the order.

3. Product Information

The information and characteristics relating to the Products are available on the website. For technological reasons, the website cannot guarantee that the display of colors on the screen will always be accurate. Marginal differences between the description of the Product on the website and the real characteristics of the Product will not be considered as a cause of non-conformity of the Product. In the event that a non-compliant Product is delivered, the Customer may request its replacement. If this is not possible, the Customer will be entitled to a corresponding reduction of the Purchase Price or to a refund of the Purchase Price and (where incurred) of the Shipping Costs.

4. Coupon Codes – Promotions – Gift

Luxalpaca can add into the package, send by e-mail or through partner sites some discount vouchers that can be used by the date indicated on the voucher itself. The discount coupon must be entered on the cart page in the “discount code” box and activated using the “apply code” button. The system will the apply the discount to the total amount of the order. The use of the coupon is governed by the following conditions of use:
  • Coupons can be a fixed amount or a discount percentage;
  • They have an expiration date which is indicated on the coupon itself;
  • The coupon cannot be refunded, wholly or partially, and cannot be resold;
  • The coupon can only be on the Luxalpaca website;
  • For coupon codes with a fixed amount, if it is not sufficient to cover the total amount of the order, the customer will take care by using the forms of payment available on the website.

5. Prices and shipping

The prices of the Products are inclusive of VAT and are expressed in euros €. With regard to shipping costs, the Customer must refer to what is specified in the “Shipping Costs” section of the order. Free shipping is available in Italy.

6. Payments

The Customer may pay the price of the Products and the related delivery costs by credit card or PayPal. Credit card  Order may be paid using major credit cards (VISA, Mastercard and American Express). Luxalpaca will proceed to charge the price of the purchase at the same time as the acceptance of the order. By selecting the “Remember payment information for future orders” box or by accessing the “Payment methods” section of your personal account, the user can authorize the storage of credit card data and their reuse for the payment of subsequent purchases, thus avoiding having to enter credit card details for each purchase. The user can, at any time, revoke the authorization to reuse credit card data for subsequent purchases. In order to guarantee the security of payments made on the website and to prevent any fraud, Luxalpaca reserves the right to ask the user, by e-mail, to send a front / back copy of his or her identity card and, in the event that the holder of the order is different from the holder of the card, will ask the latter’s identity card. The document must be valid. The deadline by which the document must be received by Luxalpaca will be specified in the e-mail request. This term will not, in any case, exceed 5 working days from the receipt of the request by the user. Pending the requested document, the order will be put on hold. The user is required to send the requested documents within the indicated deadline. In the event that Luxalpaca does not receive such documents within the deadline specified in the request e-mail or receives expired or invalid documents, the contract will be considered terminated by law pursuant to and for the purposes of art. 1456 cc, and the order consequently canceled, without prejudice to Luxalpaca’s right to compensation for any damage it may incur due to non-compliant user behavior. The termination of the contract, of which the user will be notified by e-mail, no later than 5 working days from the expiry of the deadline for sending the documents requested by Luxalpaca, will result in the cancellation of the order with consequent refund of the amount. Total, if paid, by refund on the same payment method used. Luxalpaca uses a payment gateway to authorize payments for Orders (“Payment Gateway”); consequently, it does not directly manage any financial information relating to the Payment Method used by the Customer, nor does the website process any financial information provided for the completion of the Order. The Payment Gateway protects the details of the credit or debit card used by encrypting sensitive information to ensure that it is transmitted securely. The Site adopts Secure Socket Layer (SSL) technology to ensure a higher standard of security on each Order. PayPal PayPal is a fast and secure payment system. Once this payment method has been selected and then by clicking on “Place Order” a new window will open where you can choose between two options: – Make the payment with your personal Paypal account; or – Pay with any credit / prepaid card (Visa, Visa Electron, Postepay, PayPal card, Mastercard). The system communicates directly with PayPal so Luxalpaca never gets to know the data relating to your payment method. The amount will be charged directly to the credit card (Visa, Visa Electron, Postepay, Mastercard) or prepaid (PostePay) card you have chosen or associated with your PayPal account. For each transaction you will receive a confirmation e-mail from PayPal. The amount of the order will be charged to your PayPal account at the time of order acquisition. In case of cancellation, the amount will be refunded to your PayPal account or to your credit / prepaid card. If you have a card belonging to the American Express or Discover circuits, you can make the payment exclusively from the PayPal.com site.
  • Select PayPal or Credit Card as payment method and when the window opens click on the «Pay with Paypal» button;
  • Once on the PayPal site, select “Don’t have a PayPal account?” and enter your American Expressor Discover card details.
Paying with PayPal or Credit Card speeds up order shipping times, because the transaction is verified instantly and your order is immediately set in progress.

7. Shipping and delivery

The Products purchased on the website will be delivered to the address indicated by the Customer during the purchase procedure by courier from Monday to Friday, excluding national holidays. Luxalpaca shall not be held responsible for delays in delivery that are not connected to its fault or negligence. Once the Products have been shipped, the Customer will receive a confirmation e-mail which will include a link for tracking the shipment. In any case, except in cases of force majeure or unforeseeable circumstances, the Products will be delivered within a period of 3 working days in Italy and 5 working days in EU starting from the day on which the Customer has received a specific order confirmation e-mail. This is not guaranteed for areas difficult to reach. Please visit the Shipment and Returns page for the Return policy applied.

8. Applicable law and disputes

These Terms and Conditions of Sale and the Contracts formed under the same rules are governed by Italian law. All disputes relating to the present Terms and Conditions of Sale and the relevant Contracts made under the same rules will be recognized by the competent Court in the place of domicile or residence of the Customer, based on the applicable law, or, upon option of the Customer, the Court of Milan. The possibility of promoting the extra-judicial resolution of disputes is guaranteed, as set out by articles 66 and 141 of the Consumer Code.

9. Communications or complaints

For every communication, information or complaint relating to an Order and these General Sales Conditions, the Customer may contact Customer Service by choosing one of the methods indicated on the “Contact Us” page.

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