Terms of service

General Terms and Conditions

Please note that this information may be updated periodically and no rights can be derived from it: lowona.com

Article 1 - Definitions

Cooling-off period: the period within which the consumer can exercise his right of withdrawal.

Consumer: a natural person who is not acting in the exercise of a profession or trade and who enters into a distance contract with the entrepreneur.

Day: calendar day.

Duration transaction: a distance contract relating to a series of products and/or services, the obligation to deliver and/or purchase of which is spread over time.

Durable medium: any medium that enables the consumer or business to store information addressed personally to him or her, in a manner that allows future consultation and unaltered reproduction of the stored information.

Right of withdrawal: the consumer's ability to withdraw from a distance contract within the cooling-off period.

Entrepreneur: the natural or legal person who offers products and/or services remotely to consumers.

Distance contract: a contract in which, within the framework of a system organised by the entrepreneur for the distance selling of products and/or services, exclusively one or more distance communication techniques are used until the conclusion of the contract.

Distance communication technique: means that can be used to conclude a contract without the consumer and the entrepreneur meeting simultaneously in the same space.

General Terms and Conditions: these general terms and conditions of the entrepreneur.

Article 2 - Identity of the entrepreneur

Company name: LRS ECOM BV
Trading name: LOWONA
Address: Paxtonstraat 3N Zwolle, 8013 RP (no visiting or return address)

Chamber of Commerce registration number : 96816031
VAT number: NL867774125B01

Email: info@lowona.com
Phone: +31 620081625
Contact form: Contact page

Want to track your order? Track your order here.
Have any questions?  Read our FAQs here.
Want to see our collections? See all collections here.

Customer Service Hours:
Monday to Friday: 9:00 AM - 5:00 PM.

Article 3 – Applicability

These general terms and conditions apply to every offer from the entrepreneur and to every distance contract concluded and order between the entrepreneur and the consumer.

Before the conclusion of the distance contract, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, the entrepreneur will indicate before the conclusion of the distance contract that the general terms and conditions can be consulted and, upon request, will be sent as soon as possible free of charge.

If the distance contract is concluded electronically, in deviating from the previous paragraph and before the conclusion of the distance contract, the text of these general terms and conditions may be made available to the consumer electronically in such a way that the consumer can easily store them on a durable medium. If this is not reasonably possible, it will be indicated before the conclusion of the distance contract where the general terms and conditions can be consulted electronically and, at the consumer's request, they will be sent free of charge electronically or in another form.

If, in addition to these general terms and conditions, specific product or service conditions also apply, the second and third paragraphs shall apply mutatis mutandis, and the consumer may always invoke the applicable provision that is most favorable to him in the event of conflicting general terms and conditions.

If one or more provisions of these general terms and conditions are at any time wholly or partially void or invalid, the contract and these conditions will remain valid in all other respects and the provision in question will be replaced by mutual agreement without delay by a provision that comes as close as possible to the purpose of the original.

Situations not regulated in these general terms and conditions must be evaluated "according to the spirit" of these general terms and conditions.

Any ambiguities concerning the interpretation or content of one or more provisions of our terms and conditions must be construed "in accordance with the spirit" of these general terms and conditions.

Article 4 – The offer

If an offer has a limited validity period or is subject to conditions, this will be explicitly stated in the offer.

The offer is non-binding. The entrepreneur has the right to modify and adjust the offer.

The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to allow the consumer to evaluate the offer properly. If the entrepreneur uses images, these are a faithful representation of the products and/or services offered. Obvious errors or obvious mistakes in the offer do not bind the entrepreneur.

All images, specifications, and information in the offer are indicative and cannot give rise to compensation or termination of the contract.

Product images are a faithful representation of the products offered. The company cannot guarantee that the colors shown exactly match the actual colors of the products.

Each offer contains sufficient information to ensure that the consumer understands the rights and obligations associated with accepting the offer. This includes, in particular:

  • The price excluding customs clearance fees and import VAT. These additional costs will be borne by the customer. The postal and/or courier service will use the special postal and courier service regime for imports. This regime applies if the goods are imported into the EU country of destination, which is also the case here. The postal and/or courier service will charge the VAT (together with any applicable customs clearance fees) to the recipient of the goods;

  • possible shipping costs;

  • the manner in which the contract will be concluded and what actions are necessary for this;

  • whether the right of withdrawal is applicable or not;

  • the method of payment, delivery and execution of the contract;

  • the deadline for acceptance of the offer, or the period within which the entrepreneur guarantees the price;

  • the amount of the distance communication fee if the costs of using the distance communication technique are calculated on a basis other than the regular basic fee for the means of communication used;

  • whether the contract will be archived after its conclusion and, if so, how the consumer can consult it;

  • the manner in which the consumer, before concluding the contract, can verify and, if desired, correct the data provided by him within the framework of the contract;

  • the possible other languages in which, in addition to Dutch, the contract may be concluded;

  • the codes of conduct to which the trader has submitted and the manner in which the consumer can consult these codes of conduct electronically; and

  • the minimum duration of the distance contract in the case of a duration transaction.

  • Optional: sizes, colors, types of materials available.

Article 5 – The contract

The contract, subject to the provisions of paragraph 4, is concluded upon the consumer's acceptance of the offer and compliance with the conditions set out therein.

If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of the acceptance of the offer electronically. Until the entrepreneur has confirmed receipt of this acceptance, the consumer may terminate the contract.

If the contract is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transfer of data and will guarantee a secure web environment. If the consumer can pay electronically, the entrepreneur will take appropriate security measures.

The entrepreneur may—within the legal framework—inquire whether the consumer can meet his payment obligations, as well as all facts and factors that are important for the responsible conclusion of the distance contract. If, based on this investigation, the entrepreneur has good reason not to conclude the contract, he has the right to refuse an order or request with reasons or to attach special conditions to its performance.

The entrepreneur shall send the consumer, together with the product or service, the following information, in writing or in such a way that the consumer can store it in an accessible manner on a durable medium:

  • the visiting address of the entrepreneur's establishment, where the consumer can lodge complaints;

  • the conditions and manner in which the consumer may exercise the right of withdrawal, or a clear mention of the exclusion of the right of withdrawal;

  • information on warranties and existing after-sales service;

  • the data included in article 4 paragraph 3 of these conditions, unless the entrepreneur has already provided this data to the consumer before the execution of the contract;

  • the requirements for cancellation of the contract if the contract has a duration of more than one year or is of indefinite duration.

  • In the case of a duration transaction, the provision of the preceding paragraph only applies to the first delivery.

Every contract is concluded under the suspensive conditions of sufficient availability of the products in question.

Article 6 – Right of withdrawal

Read our full return policy here.

When purchasing products, the consumer has the option to terminate the contract without giving reasons within 30 days. This cooling-off period begins the day after receipt of the product by the consumer or a representative previously designated by the consumer and notified to the business.

During the reflection period, the consumer must handle the product and its packaging with care. They must unpack or use the product only to the extent necessary to assess whether they wish to keep it. If they exercise their right of withdrawal, they must return the product with all supplied accessories and, if reasonably possible, in its original condition and packaging to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur.

Important: Return shipping costs are your responsibility. Our return address is located outside the EU, at our international warehouse in Asia. The exact address is indicated on the return form, which you can download above.

If the consumer wishes to exercise their right of withdrawal, they are obliged to notify the entrepreneur within 30 days of receiving the product. This notification must be made by written message or email. Once the consumer has communicated their wish to exercise their right of withdrawal, they must return the product within 30 days to our return address, which is located outside the EU, at our international warehouse in Asia. The consumer must provide proof that the delivered goods were returned on time, for example, with a proof of shipment.

If the customer has not communicated his wish to exercise his right of withdrawal or has not returned the product to the entrepreneur within the time limits mentioned in sections 2 and 3, the purchase is considered complete.

Article 7 – Costs in case of withdrawal

If the consumer exercises his or her right of withdrawal, the costs of returning the products will be borne by the consumer.

If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than within 14 days of withdrawal. This is subject to the condition that the product has already been returned by the online retailer or conclusive proof of the full refund can be provided.

Article 8 – Exclusion of the right of withdrawal

The entrepreneur may exclude the consumer's right of withdrawal for the products described in sections 2 and 3. The exclusion of the right of withdrawal only applies if the entrepreneur has clearly stated this in the offer, or at least in good time before the conclusion of the contract.

Exclusion of the right of withdrawal is only possible for products:

  • which have been created by the entrepreneur according to the consumer's specifications;

  • which are clearly of a personal nature;

  • which by their nature cannot be returned;

  • that can deteriorate or expire quickly;

  • whose price is subject to fluctuations in the financial market over which the entrepreneur has no influence;

  • for loose newspapers and magazines;

  • for audio and video recordings and computer software whose seal has been broken by the consumer.

  • for hygiene products whose seal has been broken by the consumer.

Exclusion of the right of withdrawal is only possible for services:

  • relating to accommodation, transport, catering or leisure activities to be carried out on a specific date or during a specific period;

  • whose provision has begun with the express consent of the consumer before the expiry of the reflection period;

  • relating to betting and lotteries.

Article 9 – The price

During the validity period indicated in the offer, the prices of the products and/or services offered will not increase, except for price changes resulting from changes in VAT rates.

In derogation from the previous paragraph, the entrepreneur may offer products or services whose prices are subject to fluctuations in the financial market and over which the entrepreneur has no influence, with variable prices. This subjection to fluctuations and the fact that any prices mentioned are indicative prices shall be indicated in the offer.

Price increases within three months of the contract being concluded  are only permitted if they are the result of regulations or legal provisions.

Price increases starting from 3 months after the conclusion of the contract are only permitted if the entrepreneur has stipulated it and:

  • are the result of regulations or legal provisions; or

  • The consumer has the right to terminate the contract with effect from the day on which the price increase comes into effect.

  • All prices on our website exclude VAT, import duties, and customs fees.

  • Since our products are shipped directly by the supplier from outside the EU, the customer may be subject to paying VAT, customs duties, and/or import duties upon receipt.

  • The customer is solely responsible for paying these costs to customs or the carrier.

  • Please inquire about any additional costs through your country's customs authority before placing an order.

  • The place of delivery, in accordance with Section 5, paragraph 1, of the Value Added Tax Act 1968, is the country where transport begins. In this case, this delivery takes place outside the EU. Consequently, the postal or courier service will charge the recipient import VAT and/or customs clearance fees. Therefore, the entrepreneur will not charge VAT.

All prices are subject to printing and typographical errors. No liability is accepted for the consequences of printing and typographical errors. In the event of printing or typographical errors, the entrepreneur is not obligated to deliver the product at the incorrect price.

Article 10 – Conformity and Guarantee

The entrepreneur guarantees that the products and/or services comply with the contract, the specifications stated in the offer, reasonable requirements for robustness and/or usability, and the legal provisions and/or government regulations existing at the date of the contract. If agreed upon, the entrepreneur also guarantees that the product is suitable for use other than normal use.

A warranty provided by the entrepreneur, manufacturer, or importer does not affect the legal rights and claims that the consumer may assert against the entrepreneur under the contract.

Any defect or incorrectly delivered product must be reported to the business in writing within 30 days of delivery. Products must be returned in their original packaging and in perfect condition.

The entrepreneur's warranty period corresponds to the manufacturer's warranty period. However, the entrepreneur is never responsible for the final suitability of the products for each application by the consumer, nor for any advice regarding the use or application of the products.

The warranty does not apply if:

  • The consumer has repaired and/or modified the delivered products himself or has commissioned third parties to repair and/or modify them;

  • The delivered products have been exposed to abnormal conditions or have been treated carelessly or in contravention of the entrepreneur's instructions and/or packaging;

  • The lack of solidity is wholly or partially the result of regulations that the government has established or will establish regarding the nature or quality of the materials used.

Article 11 – Delivery and execution

Read our full shipping policy here.

The entrepreneur will act with the greatest possible diligence in receiving and executing product orders.

The delivery location is considered to be the address that the consumer has provided to the company.

Subject to the provisions of Article 4 of these General Terms and Conditions, the company will execute accepted orders promptly, but no later than within 30 days, unless the consumer has agreed to a longer delivery period. If delivery is delayed, or if an order cannot be executed or can only be executed partially, the consumer will be notified no later than 30 days after placing the order. In this case, the consumer has the right to terminate the contract free of charge and to receive compensation for damages.

If delivery is delayed due to force majeure (e.g., customs delays, pandemics, strikes), the entrepreneur will inform the consumer as soon as possible and offer a mutually agreed-upon alternative solution.

In the event of dissolution in accordance with the preceding paragraph, the entrepreneur shall reimburse the amount paid by the consumer as soon as possible, but no later than within 14 days of dissolution.

If delivery of an ordered product proves impossible, the entrepreneur will endeavor to make a replacement item available. At the latest at the time of delivery, the delivery of a replacement item will be communicated in a clear and comprehensible manner. In the case of replacement items, the right of withdrawal cannot be excluded. The costs of any return will be borne by the entrepreneur.

The risk of damage and/or loss of products rests with the entrepreneur until the moment of delivery to the consumer or to a representative previously designated and known to the entrepreneur, unless expressly agreed otherwise.

Total delivery time = processing time + shipping time. All estimated/normal delivery times are based on previous order data. They are estimates and are for guidance only. Delivery time consists of two important components:

Shipping information

Phase Duration Costs
Order processing time 1 to 2 business days (Monday to Friday) Free
Delivery time 5 to 8 business days (Monday to Friday) Free
Estimated total delivery time 7 to 10 business days Free

Important Details

Order cutoff time: For same-day processing, please place your order before 3:00 PM. Orders placed after this time will be processed the following business day.

Processing: Processing time begins the day you place your order. Your order is typically processed within 1 to 3 business days. Once we've processed your order, we can ship it. Please note:

  • Delays may occur during the holidays; manufacturers and courier companies limit their activities. This is beyond our control. Normal operations will resume immediately after the holidays.

  • Incorrect address information, customs clearance procedures, and other issues can cause delivery delays.

Tracking your order: When your items ship, you'll receive an email with a tracking number. If you haven't received it or if the tracking number isn't working, don't worry. Contact us and we'll sort it out!

Cancellations: If you change your mind before receiving your order, you can cancel it at any time before it ships. See our refund policy if an order has already shipped.

Unexpected Delays: Delivery may take longer than the standard delivery times mentioned here. Please contact us if your package is on the way too long (and outside of the timeframe we've indicated), and we'll be happy to help resolve any situation beyond our control!

Changing Your Address: We can no longer change the delivery address once the shipment is on its way. If you wish to change the delivery location for your order, please contact us within 24 hours of placing your order at info@lowona.com. Please note that we process and ship orders within one business day of placing the order.

Package damaged during transit: If you find a damaged package, please refuse it and contact our customer service team. If the package was delivered without you being present, please contact customer service to discuss the next steps.

Article 12 – Duration transactions: duration, cancellation and extension

Cancellation The consumer may terminate a contract  concluded for an open-ended period for the regular delivery of products (including electricity) or services at any time, subject to the agreed termination rules and a maximum notice period of one month.

The consumer may terminate a fixed-term contract for the regular delivery of products (including electricity) or services at any time at the end of the fixed term, subject to the agreed termination rules and a maximum notice period of one month.

The consumer may terminate the contracts mentioned in the preceding paragraphs:

  • at any time and not be limited to termination at any particular time or period;

  • at least in the same way in which they were celebrated;

  • always with the same notice period that the employer has stipulated for himself.

Extension A contract concluded for a fixed period and which has as its object the regular delivery of products (including electricity) or services, may not be tacitly extended or renewed for a fixed period.

In derogation from the preceding paragraph, a contract concluded for a fixed term for the regular delivery of daily newspapers, news papers, weeklies and magazines may be tacitly extended for a fixed period of up to three months, provided that the consumer can terminate this extended contract at the end of the extension period with a notice period of up to one month.

A contract concluded for a fixed period and having as its object the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer can terminate it at any time with a maximum notice period of one month, and a maximum notice period of three months if the contract has as its object the regular delivery, but less than once a month, of daily newspapers, news and weekly publications and magazines.

A limited-term contract for the regular delivery of daily, news, and weekly newspapers and magazines on a trial or introductory basis (trial or introductory subscription) is not automatically extended and will automatically terminate at the end of the trial or introductory period.

Duration If a contract has a duration of more than one year, the consumer may terminate it at any time after one year with a notice period of a maximum of one month, unless reasonableness and fairness preclude termination before the end of the agreed duration.

Article 13 – Payment

Read our full payment policy here.

Unless otherwise agreed, amounts owed by the consumer must be paid within 7 working days from the start of the reflection period referred to in Article 6, paragraph 1. In the case of a service contract, this period begins after the consumer has received confirmation of the contract.

The consumer is obliged to notify the entrepreneur without delay of any inaccuracies in the payment data provided or mentioned.

In the event of non-payment by the consumer, the entrepreneur has the right, subject to legal limitations, to charge the reasonable costs previously communicated to the consumer.

Article 14 – Complaints procedure

Complaints regarding the performance of the contract must be submitted to the entrepreneur within 7 days, in a complete and clearly described manner, after the consumer has discovered the defects.

Complaints submitted to the entrepreneur will be responded to within 14 days of receipt. If a complaint requires a foreseeable longer processing time, the entrepreneur will respond within 14 days with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed response.

If the claim cannot be resolved by mutual agreement, a dispute arises that is susceptible to dispute resolution.

A claim does not suspend the entrepreneur's obligations, unless the entrepreneur indicates otherwise in writing.

If the entrepreneur considers a claim to be justified, the entrepreneur will, at its discretion, replace or repair the delivered products free of charge.

Consumers in the EU can also file disputes through the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

Article 15 – Disputes

Dutch law applies exclusively to contracts between the entrepreneur and the consumer to which these general terms and conditions apply, even if the consumer resides abroad.

Article 16 – CESOP

Due to the measures introduced and strengthened from 2024 regarding the "Amendment to the Value Added Tax Act 1968 (Payment Service Providers Directive Implementation Act)" and thus the implementation of the Central Electronic Payment Information System (CESOP), payment service providers will be able to register data in the European CESOP system. This is the location: lowona.com