General terms and conditions
These general terms and conditions govern the rights and obligations between DULCIA natural, s. r. o. as the seller and the customer as the buyer when shopping through the LucyLab online shop.
LucyLab is a trade brand of DULCIA natural, s. r. o. The change of trade brand does not change the legal entity that operates the online shop, concludes the purchase contract with the customer and is responsible for fulfilling the seller's obligations.
1. Seller
DULCIA natural, s. r. o.
Skalická cesta 9/A
831 02 Bratislava
Slovak Republic
Company ID: 44604572
Tax ID: 2022751522
VAT ID: SK2022751522
Email: info@lucylab.com
The company is registered in the Commercial Register of the Bratislava III Municipal Court, Section Sro, Insert No. 56524/B.
The seller operates the online shop under the trade brand LucyLab.
2. Scope of the terms and conditions
These terms and conditions apply to the purchase of goods through the LucyLab online shop and form part of the purchase contract concluded between the seller and the buyer.
If the buyer acts as a consumer, the legal relationships are governed in particular by:
- Act No. 40/1964 Coll., the Civil Code, as amended,
- Act No. 108/2024 Coll. on Consumer Protection, as amended,
- Act No. 391/2015 Coll. on Alternative Dispute Resolution of Consumer Disputes, as amended,
- other generally binding legislation of the Slovak Republic and the relevant legislation of the European Union.
If, when concluding the contract, the buyer does not act as a consumer but within the scope of their business or other commercial activity, the provisions of legislation providing special protection to consumers do not apply to such a relationship to the extent that this follows from the legislation.
3. Basic terms
The seller is DULCIA natural, s. r. o., which offers and sells goods through the LucyLab online shop.
The buyer is a person who places an order through the online shop.
A consumer is a natural person who, when concluding and performing a consumer contract, does not act within the scope of their business, employment or profession.
The online shop is an electronic system operated under the LucyLab brand through which the buyer can select and order products.
The purchase contract is a contract concluded between the seller and the buyer through the online shop.
4. Product information
For each product, we state its main characteristics, volume or weight, composition, price and other information the customer needs to make an informed decision.
Cosmetic products must be used in accordance with the information stated on the product, its packaging or the product page.
Product photos are intended to show their actual appearance as faithfully as possible. However, colour rendering may vary slightly depending on the settings of the customer's screen or device.
With products containing a high proportion of natural raw materials, slight natural differences in colour, scent or consistency may occur between individual production batches. Such differences do not in themselves constitute a defect, provided they do not affect the safety, declared properties or usability of the product.
5. Placing an order
The buyer places an order by adding the selected goods to the shopping cart, filling in the required details, choosing an available shipping and payment method and then submitting the order.
Before submitting the order, the buyer can check and correct the details entered, the contents of the cart, the quantity of products ordered, the shipping method and the payment method.
Before submitting the order, the buyer is shown the total price of the order, including taxes and all other costs that can be determined at that moment.
By submitting the order using a button or similar function that clearly expresses the obligation to pay the price, the buyer submits a binding order.
Before submitting the order, the buyer is made aware of these terms and conditions and confirms that they have had the opportunity to read their content.
6. Conclusion of the purchase contract
After the order has been submitted, we will send the buyer an electronic confirmation of its receipt to the email address given in the order.
The purchase contract is concluded when the seller confirms the order, unless the content of the relevant confirmation or the circumstances of the specific order indicate otherwise.
The order confirmation contains, or makes it possible to record, the basic details of the order and of the contractual relationship on a durable medium.
The seller may contact the customer if incomplete or obviously incorrect details need to be clarified before the order is confirmed.
7. Availability of goods
The information on product availability shown in the online shop is based on current data from the stock system.
If, after the order has been placed, an exceptional situation arises as a result of which the ordered goods cannot be supplied, we will contact the buyer without undue delay and agree on how to proceed.
If the price for unavailable goods has already been paid and no agreement on a substitute is reached, we will refund the payment concerned without undue delay using the method agreed with the customer or the method used for the original payment.
8. Prices
Product prices are stated in the currency of the relevant online shop and include VAT where VAT applies under the relevant legislation.
The shipping price, any fees for a specific payment method and other costs are shown to the customer before the order is submitted.
The total price shown in the last step of the ordering process before the order is submitted is decisive for the buyer.
The seller may change product prices. A price change does not affect a purchase contract that has already been concluded.
If a product is offered at a discount or as part of a price promotion, information about the price and discount is displayed in accordance with the applicable legislation.
9. Payment terms
The payment methods currently available are shown to the customer during the ordering process. Depending on the market, order value, shipping method or other objective circumstances, not all payment methods may be available for every order.
Depending on the current offer, payment can be made in particular:
- by payment card or another supported electronic payment method,
- by bank transfer,
- cash on delivery, if it is available for the specific shipping method,
- by another payment method shown during the ordering process.
When paying through a payment gateway, the buyer may be redirected to the secure environment of the payment service provider.
For a standard card payment, the seller does not process the full payment card number or the CVV/CVC security code if the buyer enters these details directly in the secure environment of the payment service provider.
10. Delivery of goods
The shipping methods currently available, the carriers concerned, delivery locations, pick-up points or lockers and the shipping price are shown to the customer during the ordering process.
The expected delivery date may be stated with the product, in the cart, during the ordering process or in the order confirmation.
The seller will deliver the goods without undue delay, at the latest within the agreed period. If no specific period has been agreed, the statutory delivery period applies.
If the buyer chooses delivery by a carrier, the parcel will be handed over to the carrier chosen during the ordering process.
The buyer must provide correct and complete delivery details and the cooperation necessary for the parcel to be delivered.
11. Receiving the parcel
When receiving the parcel, we recommend checking that its outer packaging is not visibly damaged.
If the buyer finds that the parcel is damaged, we recommend reporting this to the carrier and documenting the damage where possible.
Failure to report damage to the carrier when receiving the parcel does not in itself deprive the consumer of their statutory rights against the seller.
12. The consumer's right to withdraw from the contract
In the case of a distance contract, the consumer has the right, under the conditions laid down in Act No. 108/2024 Coll., to withdraw from the contract without giving a reason, as a rule within 14 days of receiving the goods.
If one order includes several products delivered separately, the period starts when the product delivered last is received, unless the legislation provides otherwise.
To meet the withdrawal deadline, it is sufficient for the consumer to send the notice of withdrawal before the relevant period expires.
The consumer may exercise this right in particular:
- using the withdrawal function available in the online interface of the online shop,
- by email to info@lucylab.com,
- in writing to DULCIA natural, s. r. o., Skalická cesta 9/A, 831 02 Bratislava,
- using the model withdrawal form.
Using the model form is not a condition for a valid withdrawal from the contract.
13. Returning goods after withdrawal
The consumer must send the goods back or hand them over to the seller or to a person authorised by the seller to receive the goods no later than 14 days from the day of withdrawal from the contract, unless the seller offers to collect the goods.
The goods can be sent to the following address:
DULCIA natural, s. r. o. – LucyLab
Skalická cesta 9/A
831 02 Bratislava
Slovak Republic
Please do not send the parcel cash on delivery. We do not accept parcels sent cash on delivery.
The consumer bears the direct costs of returning the goods, unless the legislation or an agreement with the seller provides otherwise.
The consumer is only liable for any diminished value of the goods resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning, to the extent laid down by the legislation.
14. Exceptions to the right of withdrawal
The consumer's right to withdraw from the contract without giving a reason does not apply in the cases laid down by law.
Particularly relevant for cosmetic products is the exception for goods sealed in protective packaging which are not suitable for return for health protection or hygiene reasons, if this protective packaging has been broken after delivery.
This may be, for example, a cosmetic product whose hygienic seal, seal, protective film or other protective element has been broken, where the nature of the product means that, once opened, it cannot be put back on sale for hygiene reasons.
This exception concerns the right to withdraw from the contract without giving a reason. It in no way limits the customer's right to notify a product defect or to exercise rights arising from liability for defects.
15. Refunds after withdrawal from the contract
After a valid withdrawal from the contract, we will refund to the consumer all payments we have received from them under or in connection with the contract, including the costs of the standard delivery method, to the extent laid down by law.
We will refund the payments without undue delay, no later than 14 days from the day we receive the notice of withdrawal from the contract.
In the case of a contract for the supply of goods, we are not obliged to refund payments before the goods have been delivered to us or until the consumer has provided proof of sending them back, whichever is earlier, unless the legislation provides otherwise.
We will refund the payment using the same method the consumer used for the original payment, unless the consumer expressly agrees to another method and incurs no additional costs as a result.
If the consumer expressly chose a more expensive delivery method than the cheapest standard delivery method we offered, we will refund the delivery costs only up to the amount corresponding to the cheapest standard delivery method.
16. Voluntary LucyLab 20-day guarantee
Over and above the consumer's statutory right to withdraw from the contract, we provide a voluntary 20-day guarantee for returning unused goods on selected goods.
After the statutory 14-day period has expired and up to the 20th calendar day after receiving the product, the goods can be returned under the conditions stated on the Quality guarantee page.
The voluntary guarantee in no way limits the consumer's statutory rights.
17. Liability for defects
The seller is liable for defects in the goods sold in accordance with the Civil Code.
The seller is liable for any defect that the item has at the time of its delivery and that becomes apparent within two years of the item being delivered, unless the legislation provides otherwise.
If the defect becomes apparent during this period, the rules on the burden of proof under the Civil Code apply.
The buyer may exercise rights arising from liability for defects if they notify the defect within two months of discovering it, at the latest before the seller's statutory liability period for defects expires.
18. Consumer rights in the case of a defective product
If the seller is 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,
- a reasonable reduction of the purchase price,
- withdraw from the purchase contract in the cases laid down by law.
The consumer has the right to choose repair or replacement, unless the chosen method is impossible or would require disproportionate costs from the seller compared with the other method.
Given the nature of cosmetic products, repairing a product may not be practically possible. In such a case, the most relevant remedy will as a rule be replacement of the product or another statutory remedy.
The defect will be remedied free of charge, at the seller's expense, within a reasonable period and without causing significant inconvenience to the consumer.
19. How to notify a defect
A defect can be notified in particular:
- by email to info@lucylab.com,
- in writing to DULCIA natural, s. r. o., Skalická cesta 9/A, 831 02 Bratislava,
- in another manner permitted by the applicable legislation of which the customer has been informed.
For a quicker assessment, we recommend stating:
- your first name and surname,
- the order number or other information identifying the purchase,
- the product name,
- a description of the defect,
- the production batch number, if available,
- photos or a video, if they can help assess the defect.
The seller may request reasonable cooperation necessary to assess the defect; however, this request must not make it unreasonably difficult for the consumer to exercise their rights.
20. Confirmation of notification of a defect
Once a defect has been notified, we will immediately provide the consumer with written confirmation of the notification of the defect.
In the confirmation, we will 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 the seller's control.
If we reject liability for a defect, we will inform the consumer of the reasons for the rejection in writing.
21. Costs related to notifying a defect
If the seller needs to take over the product in order to assess or remedy the defect, we proceed in accordance with the relevant provisions of the Civil Code.
If the seller is liable for the defect, the defect will be remedied free of charge and at the seller's expense.
Under the statutory conditions, the consumer is also entitled to reimbursement of reasonably incurred costs arising in connection with notifying the defect and exercising rights arising from liability for the defect.
22. Cases that are generally not a product defect
The seller's liability for defects must be distinguished from damage to or a change in the product that occurred only after its delivery as a result of circumstances on the customer's side.
As a rule, damage caused in particular by the following is not considered a product defect:
- using the product contrary to its intended purpose or the instructions,
- incorrect storage,
- mechanical damage after the product was received,
- unprofessional interference with the product or packaging,
- using the product after its expiry date or period after opening, if such a period is specified.
We assess every notification of a defect individually according to the specific product and the circumstances of the case.
23. Shelf life and storage of cosmetics
For each product, we state the relevant information on the minimum durability date, the use-by date or the period after opening, depending on the nature and labelling of the specific cosmetic product.
As standard, we dispatch products with a sufficient remaining shelf life. If the time remaining until the stated date is less than 6 months, we will inform the customer before dispatching the order and will only send the product after agreeing with the customer.
Following the recommended storage method is important for preserving the properties of a cosmetic product throughout its shelf life.
24. Personal data protection
The processing of personal data is governed by a separate privacy policy published in the LucyLab online shop.
In this policy, the customer will find information on the scope and purposes of personal data processing, the legal bases, the recipients of the data, retention periods and their rights under the GDPR.
25. Cookies
Information on the use of cookies and similar technologies is provided in the privacy policy and in the cookie management tool available in the online shop.
We use essential cookies to the extent necessary for the online shop to function. We use analytical, marketing and other optional cookies only under the conditions laid down by the relevant legislation.
26. Alternative resolution of consumer disputes
If the consumer is not satisfied with the way we have handled their complaint or another request, or believes that we have infringed their rights, they may ask us for redress.
If we reject the request for redress or do not respond to it within 30 days of it being sent, the consumer has the right, under the conditions laid down in Act No. 391/2015 Coll., to submit a proposal to initiate alternative resolution of the consumer dispute.
The competent alternative dispute resolution body may be in particular:
Slovak Trade Inspection
Website: www.soi.sk
The consumer may also contact another alternative dispute resolution body entered in the relevant list kept by the Ministry of Economy of the Slovak Republic, if that body is authorised to resolve the dispute concerned.
The possibility of alternative dispute resolution does not exclude the consumer's right to bring the matter before the competent court.
27. Communication
For communication regarding orders, payments, delivery, withdrawal from the contract or rights arising from liability for defects, we may use the contact details provided by the customer in the order or during subsequent communication.
We may provide legally relevant information and confirmations electronically to the customer's email address, unless the legislation requires another form.
28. Language of the contract and archiving
When purchasing through the Slovak version of the online shop, the purchase contract is concluded in the Slovak language.
We keep orders and data on concluded contracts to the extent necessary to perform the contract, fulfil statutory obligations and protect legal claims.
The customer will receive the order details and the relevant confirmation electronically and can keep or reproduce these documents.
29. Special conditions for businesses
If the buyer acts within the scope of their business activity when making a purchase, the contract is not a consumer contract.
The provisions of these terms and conditions concerning special consumer rights, in particular the consumer's right to withdraw from the contract without giving a reason, alternative resolution of consumer disputes and other rights arising from consumer legislation, do not apply to a business, unless the legislation provides otherwise.
30. Final provisions
Legal relationships between the seller and the buyer are governed by the laws of the Slovak Republic, without prejudice to the consumer's rights arising from mandatory provisions of legislation applicable to the specific cross-border consumer relationship.
If any provision of these terms and conditions is invalid or unenforceable, this does not affect the validity of the other provisions.
The seller is entitled to change the terms and conditions, in particular due to changes in legislation, the technical solution of the online shop, payment or shipping methods or the services provided.
The version of the terms and conditions in effect at the time the order is submitted applies to that specific order, unless the legislation provides otherwise.
The current version of the terms and conditions is always published in the LucyLab online shop.
31. Contact
DULCIA natural, s. r. o. – LucyLab
Skalická cesta 9/A
831 02 Bratislava
Slovak Republic
Company ID: 44604572
Email: info@lucylab.com
These general terms and conditions are effective from 10 September 2026.