Refund policy

This Return and Refund Policy applies to purchases made through www.louene.com.

The online store is operated by:

Louène Eyewear B.V.

Gustav Mahlerlaan 397

1082 MK Amsterdam

The Netherlands

KVK: 42011656

Email: support@louene.com

 

1. Return Period

We offer a 30-day return policy.

This means you have 30 days after receiving your order to request a return.

If you are a consumer located in the European Union, you also have the legal right to withdraw from your online purchase within 14 days after receiving your order, without giving any reason. This legal right is explained further below.

2. Return Conditions

To be eligible for a return, the product must be:

  • Unused;

  • Unworn;

  • Undamaged;

  • Complete;

  • In the same condition as received;

  • Returned with all original packaging;

  • Returned with all included accessories, such as the case, pouch, cleaning cloth, tags, labels, and any other items included with the product;

  • Accompanied by proof of purchase, such as your order confirmation or receipt.

You may inspect the product as you would normally be allowed to do in a physical store. If the product has been used or handled beyond what is necessary to establish its nature, characteristics, and functioning, we may reduce the refund to reflect any loss in value.

 

3. How to Start a Return

To start a return, please contact us at: support@louene.com

Please include:

  • Your order number;

  • Your full name;

  • The email address used for the order;

  • The product you wish to return;

  • The reason for the return.

 

Returns must be sent to:

Louène Eyewear B.V.

Gustav Mahlerlaan 397

1082 MK Amsterdam

The Netherlands

Items sent back to us without first requesting a return may not be accepted.

 

4. No Free Returns

We do not offer free returns.

Unless the product is defective, damaged, incorrect, or unless otherwise required by law, you are responsible for the cost of return shipping.

You may choose your own shipping provider for the return. We recommend using a tracked shipping method, as you are responsible for the return shipment until it has been received by us.

Original shipping costs are non-refundable, unless the return is due to a defective, damaged, or incorrect product, or unless otherwise required by law.

5. Return Shipping Labels

In some cases, we may provide return instructions or a return shipping label.

If we provide a return shipping label for a return that is not caused by a defective, damaged, or incorrect product, the cost of the return label may be deducted from your refund, unless otherwise required by law.

6. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If the product is defective, damaged, or if you received the wrong item, please contact us as soon as possible at: support@louene.com

Please include:

  • Your order number;

  • A description of the issue;

  • Clear photos of the product;

  • Clear photos of the packaging, where relevant.

We will assess the issue and provide a suitable solution in accordance with applicable consumer law. This may include:

  • Repair;

  • Replacement;

  • Refund;

  • Another appropriate remedy.

If the return is accepted because the product is defective, damaged, or incorrect, we will cover the reasonable cost of return shipping, unless we provide another solution.

7. Exchanges

Exchanges may be possible depending on product availability.

If you would like to exchange a product, please contact us at support@louene.com within 30 days after receiving your order.

The fastest way to receive another product is usually to return the product you have and place a new order for the desired product.

Return shipping costs for exchanges are the responsibility of the customer, unless the exchange is due to a defective, damaged, or incorrect product.

8. Non-Returnable Items

Certain items cannot be returned, including:

  • Gift cards;

  • Products that have been used, worn, damaged, or altered;

  • Products that are not returned with their original packaging and included accessories;

  • Products returned outside the applicable return period;

  • Custom, personalised, or special-order products, where applicable;

  • Products that cannot be returned for hygiene or health protection reasons, where applicable.

Sale items may be returned unless clearly stated otherwise at the time of purchase, and only where such exclusion is permitted by applicable law.

9. European Union Right of Withdrawal

If you are a consumer located in the European Union, you have the legal right to withdraw from your online purchase within 14 days after receiving your order, without giving any reason.

To exercise this right, you must inform us within the 14-day withdrawal period by contacting us at:

support@louene.com

After notifying us that you wish to withdraw, you must return the product to us within 14 days.

Returned products must be:

  • Unused;

  • Undamaged;

  • Complete;

  • Returned with the original packaging, case, pouch, cleaning cloth, tags, labels, and accessories, where reasonably possible;

  • Accompanied by proof of purchase.

Unless otherwise required by law, you are responsible for the cost of returning the product.

We may reduce the refund if the product has been handled beyond what is necessary to establish its nature, characteristics, and functioning.

 

10. Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

We will refund eligible amounts within 14 days after we have received the returned product or after you have provided proof that you have sent it back, whichever occurs first.

We may withhold the refund until we have received the returned product or until you have provided proof of return shipment.

Please note that it may take additional time for your bank, credit card provider, or payment provider to process and post the refund.

 

11. Refund Deductions

We may deduct amounts from your refund where applicable, including:

  • Return shipping label costs, if we provided a paid return label;

  • Loss in product value caused by handling beyond what is necessary;

  • Missing accessories or packaging;

  • Damage caused while the product was in your possession;

  • Any other deduction permitted by applicable law.

 

12. Late or Missing Refunds

If your refund has been approved but you have not received it after 15 business days, please first check with your bank, credit card provider, or payment provider.

If you still have not received your refund, please contact us at:

support@louene.com

13. Contact Details

For questions about returns, refunds, exchanges, damaged products, or your order, please contact us at:

Louène Eyewear B.V.

Gustav Mahlerlaan 397

1082 MK Amsterdam

The Netherlands

KVK: 42011656

Email: support@louene.com

Most recent update: April 2026.