Quality guarantee
We care about the quality of our products and about your satisfaction. We develop and make LucyLab products with an emphasis on the quality of raw materials, effective formulations, safety and the correct use of cosmetic products.
The LucyLab online shop is operated by DULCIA natural, s. r. o. The change of brand to LucyLab does not change the legal entity that is the seller and is responsible for fulfilling obligations towards customers.
In addition to your statutory rights, we also offer you a voluntary 20-day guarantee for returning unused goods.
LucyLab 20-day returns guarantee
Over and above the consumer's statutory right to withdraw from the contract, LucyLab allows you to return selected unused goods up to 20 calendar days after receiving them.
This 20-day guarantee is a voluntary benefit provided by DULCIA natural, s. r. o., and in no way limits or replaces your statutory rights.
After the statutory 14-day period has expired and up to the 20th day after receiving the goods, you can use the voluntary guarantee provided that:
- the product has not been used,
- the product has not been opened, if it is fitted with a protective or hygienic seal,
- the protective packaging, seal or other hygienic element has not been broken,
- the product is not damaged,
- the product is complete and in a condition suitable for resale.
The conditions of the voluntary 20-day guarantee apply only beyond the statutory period for withdrawal from the contract. During the statutory period, your rights are governed by the relevant legislation and cannot be limited by these conditions.
Statutory right to withdraw from the contract
If you are a consumer and have concluded a contract with us through the online shop, you have the right, under the conditions laid down in Act No. 108/2024 Coll. on Consumer Protection, to withdraw from the contract without giving a reason, as a rule within 14 days of receiving the goods.
To exercise the right to withdraw from the contract, it is enough to send us a clear statement making it evident that you wish to withdraw from the contract. We recommend stating in particular your first name and surname, the order number, your contact details and the goods to which the withdrawal relates.
The consumer may also use the model withdrawal form, but using it is not a condition for a valid withdrawal.
Exception for opened cosmetic products
For hygiene and health reasons, it is necessary to distinguish between unopened and opened cosmetic products.
The consumer cannot withdraw from the contract in the case of goods supplied in protective packaging which are not suitable for return for health protection or hygiene reasons, if this protective packaging has been broken after delivery.
In cosmetics, this may concern in particular products whose hygienic seal, protective film, seal or other element ensuring the hygienic integrity of the product has been removed or broken, where the nature of the specific product means that, once opened, it cannot be put back on sale for hygiene reasons.
This exception concerns withdrawal from the contract without giving a reason. It does not limit your right to make a complaint about a product that is defective.
How to return goods to us
Please send the goods you wish to return, securely packed, to the following address:
DULCIA natural, s. r. o. – LucyLab
Skalická cesta 9/A
831 02 Bratislava
Slovak Republic
We recommend enclosing the order number or other information in the parcel that allows us to identify the order unambiguously.
Please do not send the parcel cash on delivery. We do not accept parcels sent cash on delivery.
In the case of a statutory withdrawal from the contract, the consumer bears the direct costs of returning the goods, provided the statutory conditions are met, unless otherwise agreed with the seller.
When using the voluntary 20-day guarantee after the statutory 14-day period has expired, the customer bears the costs of sending the goods back.
Refunds
In the case of a statutory withdrawal from the contract, we will refund the payments received in accordance with the applicable legislation without undue delay, no later than 14 days from the day we receive the notice of withdrawal from the contract.
When withdrawing from a contract for the supply of goods, we are not obliged to refund payments before the goods have been delivered back to us or until you have provided proof of sending them back, whichever is earlier, unless the law provides otherwise.
We will refund payments using the same method you used for the original payment, unless we expressly agree on another method that involves no additional costs for you.
If you chose a more expensive shipping method when ordering than the cheapest standard shipping method we offered, the refund of the additional difference in the shipping price is governed by the relevant statutory rules.
Complaints and liability for defects
Returning goods without giving a reason and making a complaint about a defective product are two different situations.
If a product is defective, you can exercise your rights arising from liability for defects against us regardless of whether the cosmetic product has been opened or used.
The seller is liable for any defect that the item sold has at the time of its delivery and that becomes apparent within two years of the item being delivered, under the conditions laid down in the Civil Code.
A defect must be notified without undue delay after it is discovered, at the latest within the period laid down by law. Under the applicable legislation, the consumer may exercise rights arising from liability for defects if they notify the defect within two months of discovering it, at the latest before the statutory liability period for defects expires.
How to make a complaint
You can make a complaint, i.e. notify us of a defect, in particular by email at info@lucylab.com or in writing to the company's registered office address:
DULCIA natural, s. r. o. – LucyLab
Skalická cesta 9/A
831 02 Bratislava
Slovak Republic
So that we can assess your complaint as quickly as possible, we recommend stating:
- your first name and surname,
- the order number,
- the name of the product concerned,
- a description of the defect found,
- if possible, photos or a video documenting the defect.
We recommend contacting us before sending the product concerned. In many cases, we can start assessing the complaint on the basis of photos, the batch number and other information without you having to send the product straight away.
However, this recommendation does not limit your right to notify a defect in any manner permitted by law.
How we handle your complaint
Once a defect has been notified, we will immediately provide you with written confirmation of the notification and state the period within which the defect will be remedied, if it is a defect for which we are liable and which can be remedied.
This period may not be longer than 30 days from the day the defect was notified, unless a longer period is justified by an objective reason beyond our control.
If we are liable for the defect, the consumer has, under the conditions laid down in the Civil Code, the right in particular to have the defect remedied by repair or replacement. If repair or replacement is not possible or other statutory conditions are met, the consumer may be entitled to a reasonable reduction of the purchase price or to withdraw from the contract.
Given the nature of cosmetic products, the most relevant remedies will as a rule be replacement of the defective product, a discount or, in cases laid down by law, a refund of the purchase price.
If we reject liability for a defect, we will inform you of the reasons for the rejection in writing.
Costs associated with a complaint
If we need to take over the product concerned in order to assess or remedy the defect, we proceed in accordance with the rules of the Civil Code.
In the case of repair or replacement of goods, the seller bears the costs of taking over the defective product and of delivering the repaired or replacement product to the extent laid down by law.
We therefore recommend writing to info@lucylab.com before sending the product concerned, so that together we can choose a suitable way of delivering or collecting it.
When the seller is not liable for damage to a product
Liability for defects must be distinguished from damage that occurred only after the product was delivered as a result of circumstances on the customer's side.
As a rule, the following are not considered product defects, for example damage caused by:
- using the product contrary to the instructions or its intended purpose,
- incorrect storage,
- mechanical damage after receipt,
- unprofessional interference with the packaging or the product,
- using the product after the stated expiry date or period after opening, if one is specified for the product,
- any other circumstance arising only after the product was delivered for which the seller is not liable by law.
However, we assess every complaint individually according to the nature of the product, the defect described and the documentation available.
Quality of natural cosmetics
In cosmetic products with a high proportion of natural raw materials, slight natural differences may occur between individual production batches, for example in colour, scent or consistency, provided they do not affect the safety, declared properties or usability of the product.
Such a natural variation does not in itself necessarily constitute a product defect. However, if you are unsure about the appearance, scent, consistency or effectiveness of a product, please contact us. We will be happy to check the product against the specific production batch.
Our philosophy
We do not see the quality guarantee merely as a legal obligation. For us, it is part of our relationship with our customers.
If you have any doubts about the quality, effectiveness or condition of a LucyLab product, please get in touch. We assess every request individually and our aim is to find a solution that respects your consumer rights while also taking into account the safety and hygiene requirements of cosmetic products.
Contact
DULCIA natural, s. r. o. – LucyLab
Skalická cesta 9/A
831 02 Bratislava
Slovak Republic
Company ID: 44604572
Email: info@lucylab.com
More detailed information on consumer rights, withdrawal from the contract and liability for defects can also be found in the general terms and conditions of the LucyLab online shop.
Last updated: 10 September 2026