Love-Lab – The Love Group

These Terms and Conditions govern all business-to-consumer (B2C) sales concluded through the website www.lovelab.be.

They do not apply to business-to-business (B2B) or wholesale transactions, which are governed by separate contractual terms.

By placing an order on the website, the Customer acknowledges having read, understood, and accepted these Terms and Conditions without reservation.

For the purposes of these Terms:

• Customer: any natural person acting for purposes outside their trade, business, or profession.
• Product: any jewellery item offered for sale on the website.
• Personalised Product: any Product customised at the Customer's request, including engraving.
• Contract: the sales contract concluded between Love-Lab and the Customer.

The presentation of Products on the website does not constitute a legally binding offer.

The Contract is concluded when:

1. the Customer places an order via the website, and
2. Love-Lab confirms acceptance of the order by email.

Love-Lab reserves the right to refuse or cancel any order, in particular in cases of:

• product unavailability,
• pricing, typographical, or description errors,
• suspected fraud, abuse, or unauthorised use of payment methods.

Love-Lab designs and sells jewellery made primarily of 925 sterling silver.

Certain Products may be:

• gold plated in white, yellow, or pink gold, or
• crafted in 18-carat gold, where expressly indicated on the product page.

All diamonds sold by Love-Lab are lab-grown diamonds.
Diamonds of 0.50 carat or more are accompanied by an IGI certificate.
Diamonds below 0.50 carat are accompanied by a Love-Lab certificate.

Product photographs and descriptions are provided for illustrative purposes only.

Due to the handcrafted nature of jewellery, minor variations in colour, plating tone, shape, or finish may occur and do not constitute defects.

Products are offered subject to availability.

If a Product becomes unavailable after an order has been placed, Love-Lab will inform the Customer as soon as reasonably possible and offer either:

• a refund, or
• an alternative solution, subject to the Customer's agreement.

Prices are displayed in the currency indicated on the website and are exclusive of shipping costs, which are calculated and displayed at checkout.

Love-Lab reserves the right to modify prices at any time. The price applicable is the one in force at the time of order confirmation.

Payment is due at the time of order and processed via Stripe, including:

• Visa
• Mastercard
• American Express
• Apple Pay
• Klarna (where available)

Ownership of the Products remains with Love-Lab until full payment has been received.

8.1 Love-Lab ships worldwide through professional logistics partners. All shipments are covered by insurance against loss or damage during transit to ensure the security of the Customer's purchase.

8.2 Delivery times vary depending on product availability and whether the Product is in stock or made to order. Estimated delivery times are provided on the product page or at checkout and are indicative.

8.3 A signature is required upon delivery. The risk of loss or damage passes to the Customer at the moment the Product is delivered and signed for at the provided address.

8.4 The Customer is advised to inspect the packaging upon receipt. If the package appears damaged, Love-Lab recommends documenting the condition (e.g., photos) and notifying Love-Lab as soon as reasonably possible to facilitate any necessary insurance inquiries with the logistics partner.

Certain Products may be personalised at the Customer's request, including engraving.

When a personalisation option is selected at checkout, the Product becomes a Personalised Product within the meaning of EU consumer law.

Personalised Products are final sale and excluded from the right of withdrawal, except in the event of a proven defect.

10.1 Withdrawal period

In accordance with EU consumer law, the Customer has the right to withdraw from the Contract for non-personalised Products within 14 calendar days from the date the Products are received.

10.2 Exclusion

The right of withdrawal does not apply to Personalised Products.

Returned Products must:

• be unworn and unused,
• be returned in their original condition and packaging,
• have all labels and stickers intact and untouched.

Love-Lab reserves the right to inspect all returned Products.

If a Product is returned in a worn, used, damaged, or altered condition, no refund will be issued.

In such case, the Product may be returned to the Customer at the Customer's expense.

To exercise the right of withdrawal, the Customer must notify Love-Lab in writing, by means of an unambiguous statement, before expiry of the withdrawal period.

Notification may be made:

• by email to hello@love-lab.com, or
• by submitting the withdrawal form available on the website.

Return shipping costs are borne by the Customer.

If the withdrawal is valid, Love-Lab will refund the price of the returned Products within 14 days from receipt of the returned goods.

Refunds are made only to the original payment method used for the purchase.

Shipping costs are non-refundable, unless otherwise required by mandatory law.

In accordance with Belgian law, all Products benefit from a two-year legal warranty covering lack of conformity existing at the time of delivery.

The legal warranty does not cover:

• normal wear and tear,
• damage caused by misuse, accidents, or improper care.

Love-Lab offers paid after-sales services, including repairs and stone replacement for wear and tear or accidental damage.

Any such service will be subject to prior quotation and Customer approval.

To the extent permitted by law, Love-Lab shall not be liable for:

• indirect or consequential damages,
• loss of profit,
• loss of opportunity.

Nothing in these Terms excludes or limits liability where such exclusion is prohibited by mandatory law.

All content on the website, including designs, images, texts, logos, and trademarks, is the exclusive property of Love-Lab or its licensors.

Any reproduction, distribution, or use without prior written consent is strictly prohibited.

For any complaint, the Customer is invited to contact Love-Lab at hello@love-lab.com.

In the event of a dispute that cannot be resolved directly, the Customer has the option to seek recourse through alternative dispute resolution (ADR) or mediation services in accordance with applicable consumer law.

Love-Lab shall not be liable for failure or delay in performance resulting from events beyond its reasonable control, including supplier delays, transport disruptions, strikes, natural disasters, or other force majeure events.

These Terms are governed by Belgian law.

Where mandatory consumer protection rules apply, the Customer may bring proceedings before the courts of their place of residence.

In all other cases, the courts of Antwerp, Belgium, shall have exclusive jurisdiction.

These Terms are drafted in English.

Where mandatory Belgian or EU consumer law requires interpretation in another language, such mandatory provisions shall prevail.

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Failure by Love-Lab to enforce any provision shall not constitute a waiver of that provision.

Love-Lab is committed to ensuring its website and the checkout process are accessible to all users, including those with disabilities. We continuously strive to meet the requirements of the European Accessibility Act (Directive 2019/882). If you encounter any accessibility barriers, please contact us at hello@love-lab.com.