TERMS AND CONDITIONS OF SALE AND DELIVERY Europe
LUXWAY NORDIC AB
The following is a summary of the Terms and Conditions of Sale for LUXWAY NORDIC AB
1. General Terms
Luxway Nordic AB has been selling infrared products since 2006.
Luxway Nordic AB sells products throughout Europe.
Sales are conducted via the following websites:
Denmark luxway.DK
Finland luxway.FI
Germany luxway.DE
France luxway.FR
Other luxway.EU (other European countries)
Sweden luxway.se (Sales take place in-store and online in Sweden – Gothenburg)
1.1 Ordering and order confirmation
A binding agreement is only entered into once you, as the customer, have accepted the terms and conditions at checkout and we have confirmed your order.
When you place an order, an automatic confirmation is sent via email confirming that we have received your order. The automatic order confirmation does not mean that the order has been accepted; it is sent without manual verification.
If we discover any errors in your order or if a product cannot be delivered, we will contact you by email or telephone to resolve the matter. If the order cannot be confirmed, we reserve the right to cancel it. In such cases, we may also offer alternative products.
You can contact our customer service at any time via email or telephone to obtain information about your order or assistance with placing an order. Current stock levels and information regarding any sold-out products are displayed on the respective product page on our website.
When contacting us in writing via email, we will normally reply in the language relevant to the country. When contacting us by telephone, communication will be in English.
1.2 Contact details
Luxway Nordic AB customerserice@luxway.eu
Datavägen 43 A Tel +4631899080
436 32 Askim
Sweden
Company Reg. No. 556717–0302
VAT: SE556717030201
Warehouse
Sweden: Båstad and Askim
2. Payment methods
2.1 Product availability
Products sold under the Luxway brand are in stock, subject to final sale. Sold-out items can be ordered at checkout; this is registered as a pre-order for an upcoming delivery (see section 2.5)
2.2 Prices
Prices are shown inclusive of VAT and in local currency. Delivery charges are added to the price and displayed at checkout; no other costs apply. If no delivery charge is shown at checkout on the website, please contact Luxway with details of the product you wish to order and the postcode of the delivery address. We will then inform you of the delivery charge.
When pre-ordering a product that was out of stock at the time of ordering, the price applicable at the time of ordering applies.
We follow the local tax authorities’ table of VAT rates and report VAT to the respective country.
2.3 Payment by debit/credit card
Luxway works with the payment service World Line for credit card payments.
When paying at the checkout on the website, payment by debit card via World Line is offered.
The payment generates a reservation on the debit card for the amount of the purchase.
The hold is released by Luxway when the goods leave Luxway’s warehouse.
The hold on the bank card remains in place for approximately 14 days (the number of days depends on the bank).
If delivery does not take place within this time, the hold will be released. If, due to a sell-out, the item cannot be delivered before the hold is released, we will reactivate the purchase when the item is dispatched from our warehouse.
2.4 Payment by bank transfer
You can choose to pay by bank transfer. This is done via a prepayment invoice. The prepayment invoice is created manually. Please let us know which product you wish to order, the name to be shown on the invoice, the delivery address and a telephone number (for notification via text message). Delivery takes place immediately upon receipt of payment. If the item is not in stock, payment of the prepayment invoice will only be required once the item is available for delivery again.
For our customers outside the EU, we send prepayment invoices without VAT, payable by bank transfer. Please contact us by email with the above details.
2.5 Pre-booking of sold-out items.
Pre-ordering a product from an upcoming delivery requires no deposit and can be cancelled at any time. Pre-ordering guarantees that the item will be available for purchase upon arrival of the delivery. Pre-orders are placed in the usual way via the website. For card payments, see 2.3 Payment. Once the item has arrived in stock, the customer will be informed before delivery commences.
2.6 Ordered goods
Products that are not in stock and are ordered specifically for you require a deposit of 30%. Estimated delivery time is approximately 3–6 months.
3. Deliveries
Our delivery partners are the following carriers: Dacher and DHL.
How your goods are delivered may vary. The specific delivery method for your goods depends on their weight and size, as well as the country from which you are ordering. We describe the main aspects of these deliveries below.
3.1 Delivery methods
3.1.1 Delivery of smaller parcels (under 30 kg)
Depending on the country, delivery will be made to a collection point or as a home delivery to your door.
3.1.2 Delivery of pallets*
Delivery of heavier goods and goods on pallets is made directly to the customer to the nearest accessible road. Delivery of complete sauna rooms is made in a plywood box, which we refer to as a pallet*. The plywood box has blocks underneath and is unloaded from the carrier’s vehicle using a hand truck. The lid of the box is secured with screws. Inside the plywood box, the sauna room is in sections which are unpacked from the box. The plywood box is not intended for outdoor storage as it is not waterproof. In the event of a short delay in unpacking the box, it should be covered with a tarpaulin if the weather requires it.
3.2 Transport damage, damage caused during delivery
3.2.1 Delivery of small parcels (under 30 kg):
If damage to the goods is discovered upon receipt at the collection point, you must report this immediately to the staff at the collection point; the damage must be confirmed by this staff. Report the damage to Luxway.
If damage is only discovered after you have opened your parcel or if delivery was made to your door, the damage must be reported to Luxway as soon as possible and within 5 working days of the goods being signed for. The damage must be documented with photographs, which must be attached to the report sent to Luxway. Home delivery to the customer:
3.2.2 Delivery of pallets*
In the case of direct delivery of heavier goods/pallets, the risk for the goods passes to the customer upon handover. As a customer, you are obliged to check your delivery upon receipt. In the event of visible damage to the packaging, this must be pointed out to the driver. This is done directly by making a written note on the physical consignment note or by signing on the handheld terminal; check with the driver what applies to your delivery. Document the damaged goods with a photo and forward this by email to Luxway.
In the event of concealed transport damage – damage related to transport but not visible during the mandatory inspection of the packaging – the damage must be reported immediately upon the customer’s discovery and no later than 5 days thereafter. If the customer has discovered damage to the goods and wishes to have the damage repaired, the damaged part must not be fitted.
3.3 Collection from warehouse (customers from Denmark)
If the goods are collected from the freight forwarder’s terminal, Luxway’s warehouse or shop, liability passes from that location. When collecting from the freight forwarder’s terminal, the goods must be inspected at the terminal. Any transport damage must then be reported directly to staff upon handover of the goods. The customer is liable for any damage occurring during transport from the terminal or shop.
3.4 Additional charges may apply
If a delivery to an agent is not collected and the goods are returned.
If the customer is not present upon delivery of a pallet as agreed with the carrier
If, as a customer, you provided an incorrect address or telephone number when placing your order
If, as a customer, you wish to change the delivery address after the delivery has commenced
4. Warranty and complaints
4.1 Warranty and right to make a complaint
Goods from Luxway purchased by consumers are covered by a 3-year right to make a complaint and a 1-year warranty. The warranty is valid from the original date of purchase. Luxway products purchased by business customers are covered by a 6-month warranty. The warranty terms apply to the original purchaser; if the customer has acquired the product second-hand, Luxway’s warranty obligation no longer applies.
The warranty covers material and manufacturing defects in all components of the Luxway range.
4.2 The following do not constitute grounds for a complaint
4.2.1 General
If the product has been stored incorrectly whilst awaiting installation or has been installed incorrectly.
If changes have been made to the product’s origin or function.
Glass delivered in perfect condition. (windows and doors)
If the product has been placed in an unsuitable environment (indoor models placed outdoors)
If the product is installed in a space where lack of space makes it impossible to follow the installation instructions for the product.
If the floor or surface in the intended installation area is uneven or sloping. This may result in gaps between walls or between wall sides and the ceiling, and may cause the door to strike the ceiling or floor.
Normal wear and tear on a product
4.2.2 Incorrect handling
Products that have been used in an inappropriate or incorrect manner. Where preventive measures have been neglected, surface treatment has been omitted, or surfaces have been cleaned using cleaning methods or products that have damaged the product.
4.2.3 The timber
Variations in the timber regarding colour, grain, minor cracks or pressure marks, and knots may occur as wood is a living material.
If concealed timber in studwork inside walls, the underside of ceilings, or similar non-visible locations after installation is found to have cracks or knots.
If there are deviations in the panelling lines at the joints of walls, benches, interior mouldings or floors.
4.2.4 Documentation
Any damage to the goods must be documented prior to installation.
4.3 Remedy in the event of a complaint
If a fault in the product is covered by the warranty or statutory right of complaint, Luxway shall, at its discretion, remedy the fault by repair or by providing a replacement part.
Any replacement of spare parts shall be carried out by the customer upon receipt of the spare part, unless otherwise agreed.
If Luxway and the customer agree to return the product for inspection, repair or rectification, the product must be returned in its entirety, unless otherwise agreed. This is necessary to enable a correct assessment and rectification of the product.
The customer shall assist with basic troubleshooting of the product in consultation with Luxway before the complaint is processed further.
Repairs or rectifications carried out by the customer without Luxway’s prior approval will not be reimbursed.
If the customer continues to install or use a damaged or defective part, Luxway shall not be liable for any additional costs or extra work that may arise in connection with subsequent repair or replacement.
A complaint must be made within a reasonable time after the fault has been discovered or should have been discovered. A complaint made within two months of the fault being discovered is always considered to have been made in good time.
4.4 Complaints Form
In the event of a warranty claim or complaint, the “warranty and complaints form” must be sent to info@luxway.se. Click here to open the warranty and complaints form (the form is completed digitally, then printed and signed); post or email the form. Send it with the product if it is being sent for inspection.
5. Right of withdrawal
5.1 Right of withdrawal
As a customer, you have a 14-day right of withdrawal from the date you received the product. If you wish to cancel your purchase, you must notify us of this before returning the item; please contact us by email. If you return an unused product within 14 days, the full amount for the item will be refunded. If the quality of the product has been affected because you, as the customer, have handled it more than is necessary to examine its characteristics or functions, a deduction from the refund corresponding to the reduction in the product’s value may be made.
5.2 Returns following cancellation of purchase
You, as the customer, are responsible for the cost of return postage. The return cost may be equivalent to the original postage cost or higher. For products delivered on a pallet, the return postage may be significantly higher, particularly if the original pallet or packaging is missing. It is the customer’s responsibility to choose a carrier and to determine the exact cost of the return.
5.3 Packaging for returns
When returning an item, place the product in its original packaging. It is important that you wrap the product in outer packaging to protect the original packaging; never stick the return label directly onto the original packaging. Enclose a copy of the order confirmation or similar document showing the order number and customer details. If this information is missing from the parcel, we will not be able to identify the return as coming from you. Always keep the receipt and tracking number confirming the return until the return has been received by us.
5.4 Exceptions to the right of withdrawal
Applies to the product groups: Infrared heating mats, sauna blankets and portable saunas.
These products are classified as hygiene products. When exercising the right of withdrawal, the product may only be handled to the extent necessary to ascertain its characteristics and function.
The product must not be put into use or used, nor come into contact with the body, skin or moisture. The product must be returned in unused and unaltered condition.
If the product has been used or handled in such a way that it can no longer be sold as new, Luxway is entitled to deduct an amount corresponding to the reduction in the product’s value or, in certain cases, to refuse a refund.
5.5 Refund
When exercising the right of withdrawal, a refund will be issued as soon as we have received the return and inspected the condition of the goods. A deduction from the refund corresponding to the reduction in the product’s value due to changes in the condition of the goods may be made.
If the return was arranged using a return label from Luxway, this return cost will be deducted from your refund.
6. Personal data
6.1 Processing of personal data
Luxway Nordic AB is committed to protecting your privacy and processes your personal data in accordance with the General Data Protection Regulation (GDPR) and applicable Swedish legislation.
The information you provide when making a purchase or contacting us is used to fulfil our obligations to you, such as order processing, delivery, payment and customer service. Personal data will not be disclosed to third parties except where necessary to fulfil and deliver your order via a carrier.
Luxway Nordic AB is the data controller and will only process your data for as long as is necessary to fulfil contractual and legal obligations.