Terms of service

Last updated: 10 October 2026

These terms apply to every order placed on robaluca.com. Reading them should feel like knowing where you stand, because that is what they are for. If anything is unclear, write to us at hello@robaluca.com and we will answer plainly.

1. Who we are

ROBA LUCA BV
Diksmuidsesteenweg 301, 8800 Roeselare, Belgium
Company and VAT number: BE 1036.431.043
Email: hello@robaluca.com
Phone: +32 451 09 32 00

2. These terms

These terms, together with your order confirmation, form the agreement between you and ROBA LUCA BV for purchases on robaluca.com. They apply to consumers in the countries we ship to. Nothing in these terms limits any right you have under the mandatory consumer law of the country where you live.

The contract is concluded in English. We store your order and confirmation; you receive both by email, and these terms are included with your order confirmation so you can keep them.

3. Products

We describe every piece as precisely as we can: fabric, weight, fit and care. Colours can render slightly differently from screen to screen. Size guidance is on each product page. All products are offered while stocked; if something you ordered turns out to be unavailable, we tell you as soon as we know and refund that item immediately.

4. Prices and payment

All prices include VAT. Shipping costs are shown at checkout before you pay. We may correct obvious pricing errors; if we do so after your order, you may cancel at no cost.

We accept the payment methods shown at checkout. Payment is processed at the moment of ordering. Payments are handled by Shopify Payments; we never see or store your card details.

5. Placing an order

The order process has the usual steps: cart, address, shipping, payment, review. You can check and correct your details on the review step before confirming. Your order is an offer to buy; the contract is concluded when we send the order confirmation by email. We may decline an order in case of suspected fraud, an obvious error, or an unserviceable address, and will tell you if we do.

6. Delivery

We ship to the countries shown at checkout. Orders are prepared within 1 to 2 business days and delivery estimates per region are set out in our Shipping policy. Unless agreed otherwise, we deliver at the latest within 30 days of the order confirmation. If a delivery is late, you may set us an additional reasonable period; if we still fail to deliver, you may cancel and receive a full refund.

The risk of loss or damage passes to you when you, or someone you appointed, physically receives the goods.

7. Right of withdrawal

You may withdraw from your purchase within 30 days of the day you (or someone you appointed, other than the carrier) receive the goods, without giving a reason. For an order delivered in parts, the period starts on the day you receive the last item.

The law gives you 14 days. We give you 30, on the same terms, because deciding what stays should not be a race.

To withdraw, tell us before the period ends. You can use any of these routes:

• the withdrawal function on our website (available from your account and order page),
• the model withdrawal form (available on our Withdrawal page),
• or simply an unambiguous email to hello@robaluca.com.

We confirm receipt of your withdrawal by email without delay.

Return the goods to us within 14 days of telling us you withdraw. The direct cost of the return shipment is yours. The return address is Diksmuidsesteenweg 301, 8800 Roeselare, Belgium.

We refund all payments received from you, including standard outbound shipping if you return the whole order (but not any extra cost if you chose a more expensive delivery option), within 14 days of your withdrawal. We may hold the refund until we have received the goods back or you have shown proof of sending them. We refund through the same payment method you used, unless you expressly choose store credit instead.

You may handle the goods as you would in a fitting room: look, feel, try on. If the value of the goods is diminished beyond what is needed to establish their nature, characteristics and functioning, we may deduct that diminished value from your refund.

None of the products we currently sell fall under the legal exceptions to the right of withdrawal.

8. Legal guarantee

Everything we sell comes with the legal guarantee of conformity: goods must be as agreed and stay that way for at least two years from delivery. Where the law of your country gives you longer or broader protection, that protection applies. If a piece is not in conformity, contact us at hello@robaluca.com: repair, replacement or refund follow the legal order of remedies, and the return costs of a non-conforming item are ours, not yours. Read more on our Your legal guarantee page.

9. Complaints and disputes

If something went wrong, write to hello@robaluca.com first; we answer within 1 business day and try to resolve it directly. If we cannot work it out, consumers in Belgium can contact the Consumer Mediation Service (Consumentenombudsdienst, consumentenombudsdienst.be). Consumers in other EU countries can use their national alternative dispute resolution body; the European Commission keeps a list at consumer-redress.ec.europa.eu.

10. Liability

Nothing in these terms excludes or limits our liability where the law does not allow it, including liability for intent, gross negligence, or death or personal injury caused by our fault. For the rest, our liability is limited to the price of the order concerned.

11. Intellectual property

The ROBA LUCA name is a registered trademark in the Benelux. Texts, images and designs on robaluca.com are ours or licensed to us; personal, non-commercial use is fine, any other use needs our written consent.

12. Privacy

How we handle personal data is described in our Privacy policy.

13. Force majeure

We are not liable for delay or failure caused by events outside our reasonable control. If such an event lasts longer than 30 days, either of us may cancel the affected order and we refund what you paid for it.

14. Final provisions

If a provision of these terms turns out to be invalid, the rest stays in force. Belgian law applies, without prejudice to the mandatory consumer protection rules of the country where you live. You can bring proceedings in the courts of your own country; we can only bring proceedings against you there.