TERMS AND CONDITIONS

 

Terms and Conditions for www.lovelyhome.mu

1.0 Terms and Conditions

1.1 Introductions

Welcome to www.lovelyhome.mu (the “Website”), operated by Lovely Home Ltd. These Terms and Conditions (“Terms”) govern your use of the Website and our services, including payment processing carried out through Peach Payments, a secure third-party payment gateway. By accessing or using the Website, you agree to be bound by these Terms.

1.2 Eligibility

By using our Website, you confirm that you are at least 18 years old and capable of entering into a legally binding contract. If you are using the Website on behalf of a company or other legal entity, you confirm that you have the authority to bind that entity to these Terms.

1.3 Payment Terms

• Payment Gateway: We use Peach Payments to process all transactions securely. By making a payment on the Website, you agree to Peach Payments’ terms of service.
• Payment Methods: We accept credit cards, debit cards, and internet banking. Additional payment methods may be offered depending on your location.
• Transaction Security: Peach Payments uses advanced encryption technologies to ensure secure processing of your financial information.
• Payment Authorization: By submitting payment information, you authorise Peach Payments and us to process and complete the payment transaction.

1.4 Refund and Cancellation Policy

All sales made on the Website are subject to our refund and cancellation policies. Once a transaction is complete, refunds may only be issued according to the conditions outlined in our Refund Policy. Please review this policy before completing any purchases.

1.5 Privacy and Data Protection

We value your privacy. By using our Website, you agree to the collection and use of personal data as outlined in our Privacy Policy. Peach Payments also adheres to strict data protection regulations, including the Mauritius Data Protection Act 2017, ensuring that your sensitive payment data is securely handled.

1.6 Limitation of Liability

• Service Availability: While we strive to maintain uninterrupted access to our Website, we cannot guarantee that the service will be error-free or available at all times. We are not liable for any disruptions, delays, or failures in service caused by third-party payment processors, including Peach Payments.
• Payment Disputes: Any disputes regarding payment processing should be directed to Peach Payments’ customer support. We will, however, assist in resolving any such disputes to the best of our ability.
• Website Use: Your use of the Website is at your own risk. To the fullest extent permitted by law, we are not liable for any direct or indirect losses or damages arising from your use of the Website, including but not limited to payment processing errors, service interruptions, or unauthorised access to your financial information. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under the laws of Mauritius, including liability for fraud or gross negligence.

1.7 Intellectual Property

All content on the Website, including but not limited to text, images, logos, and trademarks, is the property of Lovely Home Ltd and is protected by intellectual property laws. You may not reproduce, modify, or distribute any content from the Website without our explicit written consent.

1.8 Governing Law

These Terms shall be governed and construed in accordance with the laws of Mauritius. Any disputes arising from these Terms or your use of the Website shall be resolved exclusively by the courts of Mauritius.

1.9 Modifications to Terms

We reserve the right to update or modify these Terms at any time without prior notice. Your continued use of the Website following any changes constitutes acceptance of those changes.

1.10 Contact Information

For any questions or concerns regarding these Terms, please contact us at info@lovelyhome.mu.

2.0 Refund Policy

At Lovely Home Ltd, we strive to ensure our customers are fully satisfied with their purchases. Our refund policy is designed to maintain transparency, fairness, and compliance with applicable Mauritian consumer protection laws.

2.1 Refund Eligibility

Customers may request a refund for the following reasons:

• The product received is defective or damaged.
• The product does not match its description.
• The product was delivered later than the agreed-upon time (as per contractual terms).

Refund requests must be made within 3 days of receiving the product, and customers are required to provide proof of purchase and evidence (such as photographs) of the issue.

2.2 Conditions for Refund

• Unused and Original Condition: For a full refund, the product must be returned in its original, unused condition with all original packaging, manuals, and accessories.
• Damaged or Defective Products: If the product is damaged or defective, the customer may request either a replacement or a full refund.
• Non-Returnable Items: Custom-made items are non-returnable for refund unless defective.

2.3 Refund Process

• Request a Refund: Customers must submit their refund request via WhatsApp at +230 5481 7400, with their order number, reason for refund, and proof (if applicable).
• Refund Decision: Upon receiving the request, we will review it and notify the customer within 5 working days regarding the approval or rejection of the refund.
• Return Instructions: If the refund is approved, we will provide the customer with instructions on how and where to return the product. The customer is responsible for return shipping costs unless the return is due to a fault on our part (defective/damaged product).

2.4 Refund Methods

Once the return is received and inspected, we will notify the customer about the refund status. If the refund is approved:

• Refunds will be processed back to the original payment method.
• The processing time for refunds may vary depending on the financial institution, typically taking 7 to 10 business days.

2.5 Exceptions

• Force Majeure: We are not liable for refund delays or failures caused by events beyond our reasonable control, such as natural disasters, civil unrest, or government action.
• Clearance Items: Products sold as clearance are sold as seen and are not eligible for return or refund.
• Items Inspected at Delivery: Products that have been fully inspected and accepted by the customer at the time of in-store or home delivery are not eligible for a refund based on faults or defects that were visible and apparent at the time of inspection.

2.6 Legal Compliance

This refund policy complies with the relevant consumer protection laws and regulations applicable in Mauritius. For orders shipped outside Mauritius, additional consumer protection rights may apply under the laws of the destination country. In all events, we undertake to provide customers with a fair and equitable resolution to all potential disputes.

Contact Us

If you have any questions about this refund policy, please contact us via WhatsApp at +230 5481 7400 or by email at info@lovelyhome.mu.

3.0 Delivery Policy

At Lovely Home Ltd, we are committed to delivering your orders efficiently, securely, and in a timely manner. This delivery policy outlines the terms and conditions of our delivery services, ensuring transparency and compliance with both local laws and international best practices.

3.1 Delivery Locations

We offer delivery services across Mauritius. Delivery to Rodrigues or international destinations may be possible — please contact us for further details.

Delivery timeframes and costs may vary based on logistics and shipping partners. All delivery costs will be communicated at the time of purchase, including hard-to-reach locations and, where applicable, international destinations.

3.2 Delivery Timeframe

Our standard delivery timeframe for local deliveries within Mauritius is 5 to 7 business days. For deliveries to Rodrigues or international destinations, timeframes will be confirmed at the time of order, as these depend on logistics, customs clearance, and shipping partners.

Please note that all timeframes are estimates and may vary due to factors beyond our control, such as customs clearance, weather conditions, or logistical delays. We will notify customers promptly of any unexpected delays.

3.3 Order Processing

• Order Confirmation: Once an order is placed, customers will receive an email confirmation with details of their purchase and an estimated delivery time.
• Processing & Delivery: Orders are typically processed and delivered within 5 to 7 business days, depending on stock availability. Customers will be contacted at least 24 hours prior to delivery. If there is a delay, we will inform the customer as soon as possible.

3.4 Delivery Charges

• Local Deliveries: Delivery charges within Mauritius vary based on the size, weight, and delivery location of the order. Customers will be informed of the delivery charges during the checkout process.
• Rodrigues: Shipping rates are calculated based on destination, weight, and dimensions of the package. Additional third-party agent charges may apply.
• International Deliveries: Shipping rates are calculated based on destination, weight, and dimensions of the package. Additional customs duties or taxes may apply and are the customer’s responsibility.

3.5 Delivery Methods

We work with reputable logistics and courier partners to ensure timely and safe delivery of products. Depending on the order size, weight, and location, the delivery method may vary:

• Standard Delivery: Smaller items are normally delivered through our trusted courier partners.
• Large/Bulky Items: For larger furniture or equipment, specialised transportation may be arranged. Customers will be notified in advance of any special handling requirements.

3.6 Delivery Confirmation

• Upon delivery, customers will be required to sign a delivery confirmation to acknowledge receipt of the product.
• In case the customer is unavailable at the time of delivery, customers will be contacted to make arrangements for re-scheduling.

3.7 Failed Deliveries

If delivery is unsuccessful due to incorrect address details provided by the customer, or if no one is available to accept the package after reasonable attempts to deliver:

• The order may be returned to us, and the customer will be responsible for any additional costs for redelivery.
• We will notify the customer of the failed delivery and provide instructions for rescheduling or collection from a nearby location.

3.8 International Delivery Considerations

For international deliveries:

• Customs Duties and Taxes: All applicable customs duties, taxes, and import fees are the responsibility of the customer. These charges are not included in our prices and must be settled by the customer upon delivery.
• Customs Clearance: International orders may experience delays due to customs clearance. We recommend that customers consult their local customs office for further information on duties and taxes.

3.9 Damaged or Missing Items

In the event that a customer receives damaged goods or an item is missing from their order, they should notify us immediately. We will investigate the issue and provide a solution, which may include:

• Replacing the damaged item.
• Offering a refund or store credit for the missing item.

To process claims for damaged or missing items, customers must provide proof of the issue (such as photographs) and retain the original packaging for inspection.

3.10 Contact Us

For any delivery-related queries or issues, please contact us at +230 454 2100 or by email at info@lovelyhome.mu. We are always here to assist and ensure a smooth delivery experience.

4.0 Privacy Policy

At Lovely Home Ltd, we value and respect the privacy of our customers. This Privacy Policy outlines how we collect, use, protect, and disclose your personal information when you interact with our Website, services, and products. We are committed to protecting your personal data in accordance with the Mauritius Data Protection Act 2017 and to handling your information transparently, fairly, and ethically.

4.1 Information We Collect

We collect the following types of information when you use our Website and services:

• Personal Identification Information: This includes your name, contact details (phone number, email address, postal address), and, where necessary, billing details for transactions. We do not store your full payment card details — these are processed securely by Peach Payments or, for in-store purchases, by our payment terminal provider.
• Browsing Information: We collect non-personal data such as your IP address, browser type, operating system, and browsing patterns through cookies and analytics tools.
• Transaction Information: Information related to your purchases, including product preferences, payment history, and delivery details.
• Communication Data: Details of any communication or inquiries made with our support teams, including feedback or queries.

4.2 How We Use Your Information

We use the information collected for the following purposes:

• Service Provision: To process orders, handle payments, and deliver goods and services.
• Customer Support: To respond to inquiries, provide assistance, and resolve issues.
• Marketing and Promotions: To send promotional offers, updates, newsletters, and relevant advertisements if you consent to such communication.
• Website and Service Improvement: To enhance user experience, monitor website performance, and improve our services and product offerings.
• Legal and Regulatory Compliance: To comply with applicable laws and regulations, ensuring that we handle all transactions with honesty, transparency, and fairness.

Marketing Consent and Use of Images: General marketing communications require your consent, which you may provide via an opt-in option on your in-store or online receipt. For custom kitchen and furniture projects, we separately request your written consent before photographing or filming completed work for use in our marketing materials, including our website, social media, and advertising. You may withdraw either consent at any time by contacting us at info@lovelyhome.mu.

4.3 Data Sharing and Disclosure

We do not sell, trade, or share your personal information with third parties without your explicit consent, except under the following circumstances:

• Service Providers: We may share your data with trusted partners such as payment processors, delivery partners, or IT service providers to facilitate business operations.
• Legal Requirements: In compliance with the law, we may disclose your information when required by a legal authority, to prevent fraud, or to protect the rights of Lovely Home and its customers.
• International Data Transfers: If data is transferred internationally, we ensure it is protected according to the applicable laws and security protocols.

4.4 Data Protection and Security

We take your privacy seriously and implement stringent security measures to protect your personal information. Our efforts include:

• Encryption: Sensitive data, including payment information, is encrypted and processed securely by our trusted payment partners.
• Secure Servers: Your data is stored on secure servers with restricted access.
• Limited Access: Only authorised personnel have access to your data, and they are bound by strict confidentiality agreements.
• Data Retention: We retain your personal data only for as long as necessary to fulfil the purposes outlined in this policy or as required by law.

4.5 Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your browsing experience. Cookies are small text files stored on your device, which allow us to recognize you and customise your online interactions.

• Types of Cookies: We use essential, performance, and marketing cookies to improve website functionality, analyse site traffic, and provide relevant advertisements.
• Managing Cookies: You have the option to disable cookies through your browser settings; however, doing so may limit your access to certain features of our website.

4.6 Your Rights and Choices

As a user of our services, you have the right to:

• Access: Request access to the personal information we hold about you.
• Correction: Request that we correct any inaccuracies or update your personal data.
• Deletion: Request the deletion of your personal information, subject to legal or regulatory obligations.
• Opt-Out: Opt-out of marketing communications by contacting us directly.

4.7 Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of these websites, and we encourage you to review their privacy policies before providing any personal information.

4.8 Changes to This Policy

We reserve the right to update this Privacy Policy from time to time. Any significant changes will be communicated via our website or other direct means of communication.

4.9 Contact Us

For any questions or concerns regarding this Privacy Policy, please contact us at:

Lovely Home Ltd

Belle Rose, Mauritius

Phone: +230 454 2100

Email: info@lovelyhome.mu

We are committed to protecting your privacy and ensuring that your experience with Lovely Home is secure and satisfying!

5.0 Return Policy

At Lovely Home Ltd, we strive to provide high-quality products and exceptional service. However, we understand that there may be instances where you need to return a product. Our Return Policy ensures a fair and transparent process while complying with applicable Mauritian consumer protection laws. Below are the guidelines for returns, exchanges, and refunds.

5.1 Eligibility for Returns

1. Time Frame:

• You have 3 days from the date of purchase to initiate a return for in-store purchases.
• For online purchases, the 3-day return window begins on the day the product is delivered to you.

2. Condition of Products:

• Items must be returned in their original, unused condition with all tags, labels, and packaging intact.
• Any product that has been altered, damaged, or shows signs of use may not be eligible for a return or refund.

3. Non-Returnable Items:

• Custom-made items are non-returnable unless defective.
• Clearance Items: Products sold as clearance are sold as seen and are not eligible for return or refund.

4. Proof of Purchase:

• A valid receipt or proof of purchase is required to process any return or exchange.

5.2 Return Process

1. In-Store Returns:

• Bring the product and receipt in-store. A customer service representative will assess the product and proceed with the return.

2. Online Purchases:

• For online orders, contact our customer service team to initiate the return process. We will provide instructions on how to ship the item back to us. Shipping costs for returning the product may apply.

3. Return Shipping:

• If the return is due to a defect or error on our part, we will cover the return shipping costs.
• For any other reason, the customer is responsible for return shipping fees.

5.3 Refunds

1. Refund Method:

• Refunds will be issued using the original payment method within 7-10 business days after the returned item is inspected and approved.

2. Partial Refunds:

• In cases where an item is returned in less than its original condition, a partial refund may be issued at the discretion of Lovely Home.

3. Non-Refundable Fees:

• Delivery and installation fees are non-refundable unless the return is due to a fault or error on our part.

5.4 Exchanges

• Items eligible for return may be exchanged for a different product of equal value.
• Custom-made, special-order, and clearance items are not eligible for exchange.

5.5 Faulty or Defective Products

1. Inspection Period:

• Products are shown to customers at the time of delivery, whether in-store or via home delivery. Customers should inspect the product at this time and report any visible faults or defects immediately.
• Faults or defects that are not immediately apparent must be reported within 3 days of delivery.

2. Warranty Claims:

• Products with manufacturer warranties may be eligible for repair, replacement, or refund, depending on the warranty terms.

5.6 Contact Information

For any questions or concerns regarding returns, please contact:

Lovely Home Ltd

Belle Rose, Mauritius

Phone: +230 454 2100

Email: info@lovelyhome.mu

We are dedicated to ensuring a seamless return experience for our customers and appreciate your cooperation in following this policy.