Refund policy
RETURN & REFUND POLICY
Ruby Candella — operated by LOOPPOOL SASU
We want you to love your purchase. This policy explains your rights to cancel, return, and obtain a refund, in addition to your statutory rights under EU and German consumer law.
- Your 14-day right of withdrawal
- For purchases made online, you have the right to withdraw from your order within 14 days without giving any reason. The withdrawal period expires 14 days from the day you (or a third party you nominate) receive the goods — or, for local pickup orders, from the day you collect them. To exercise this right, inform us of your decision by a clear statement (email to ludens@looppool.app) before the period expires. You may use the model withdrawal form, but it is not required.
2. Returning the goods
After notifying us, return the goods to us without undue delay and within 14 days. We will provide the return address. You must send back the goods within this period.
3. Effect of withdrawal & refunds
We will reimburse all payments received from you, including standard delivery costs (except any extra cost arising from your choice of a delivery type other than the cheapest standard option we offer), within 14 days of being informed of your withdrawal. We use the same payment method you used, at no fee to you. We may withhold reimbursement until we have received the goods back, or you have supplied proof of return, whichever is earlier.
4. Return shipping costs
For a change-of-mind withdrawal, you bear the direct cost of returning the goods. For defective or incorrect items, we cover return shipping (see section 7).
5. Condition of returned goods
You may inspect the goods as you would in a shop. You are only liable for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning; in such cases we may deduct a corresponding amount from your refund. Please return items complete, including accessories, fragrance liner, surprise capsule, and greeting card where applicable.
6. Exceptions — items that cannot be withdrawn
The 14-day right of withdrawal does not apply to personalized or custom-made goods made to your specifications (for example, a lamp with your uploaded photo, custom message, or bespoke configuration), or to sealed goods unsuitable for return for health or hygiene reasons once unsealed. Your statutory warranty rights for defective goods (section 7) still apply to these items.
7. Defective, damaged, or incorrect items (statutory guarantee)
All products carry the statutory guarantee of conformity of 24 months under German law (Gewährleistung, sections 434 ff. BGB) and applicable EU law. This covers material and workmanship defects, including functional faults (LED not lighting, battery not charging, USB-C issues), transport damage, missing parts, and obvious workmanship defects. If your item is defective, damaged, or incorrect, contact us at ludens@looppool.app with your order number and a photo or short video. We will arrange a repair, replacement, or refund at no cost to you, including return shipping. The guarantee does not cover misuse, accidental damage, normal wear, natural battery aging, or — because our lamps are made from folded material — light traces from normal handling.
8. Local pickup orders (Berlin partner points)
For orders collected at our partner pickup points, start any return or claim the same way (email with your order number). For defects we will arrange the solution directly; you do not need to involve the pickup store unless we ask.
9. Contact
LOOPPOOL SASU (Ruby Candella), 36 rue Scheffer, 75016 Paris, France. VAT FR02933829020. Email: ludens@looppool.app. Phone: +49 1551 1487177.