Terms of Service

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Dhika Luxembourg reafirms it commitment of data protection of its clients and website visitors. Therefore, and following the General Data Protection Regulations (Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016) regarding the protection of singular individuals personal data processment, Dhika Luxembourg proceeded with the revision of the Terms of Service of its online shop, as well as its Privacy Policy.


Terms of Service

The access and use of this website are subjected to the following Terms of Service that integrate the General Conditions of Sale from our online shop and the Privacy Policy and Data Protection presented by Dhika Luxembourg.



Sales made through our online shop imply the acceptance, by the customer, of the General Conditions of Sales, which are established in compliance with the legislation applicable to the e-commerce sector in general, as well as in compliance with specific regulations.

However, Dhika Luxembourg reserves the right to change these General Conditions of Sale without prior notice, being obliged to publish any changes on this website.

Dhika Luxembourg is not responsible for any facts arising from the unavailability of the website, whatever the its duration, and also reserves the right to restrict access to some areas of the website for technical reasons or to fulfill legal obligations.

These Terms of Service are intended to define the conditions of access and navigation on the site by the customer who intends to make purchases in the online shop. The General Conditions of Sale aim to regulate the operationalization terms of the transactions carried out between Dhika Luxembourg and the Customer. The Privacy and Data Protection Policy aims to identify privacy protection measures with regard to the processing of personal data and the free movement of data of singular individuals, including tools for the personalized management of personal data provided by customers.


General Conditions of Sale

1.1 Order and Purchase Process

The order and purchase process is only possible after completing the form available online or upon direct contact with our staff, which must follow the various sequential steps of the ordering process that will allow the purchase to be registered.

Dhika Luxembourg informs you that the prices charged on www.dhikaluxembourg.lu are exclusive to the website and may vary from the prices in the physical store/representatives.

The validation of the order assumes that the Customer has become aware of and accepts the General Sales Conditions. The data recorded by Dhika Luxembourg constitutes proof of the set of transactions carried out between Dhika Luxembourg and the Client. It is Dhika Luxembourg’s responsibility to file the electronic document in which the contract is formalized and keep it accessible.

Payment Deadlines and Methods

After completing the ordering process, the purchase will be registered and the customer will have a period of 7 days to make the payment. At the end of this period, if there is no confirmation of payment, the order will be cancelled. However, in this context, no personal data of the customer will be stored, so their management must be done directly with the provider of the respective service.

Dhika Luxembourg offers the following payment methods for purchases made in the online shop:
Direct Bank Transfer
Once the ordering process is completed, a reference will be generated which the customer will receive in the order confirmation email. The bank transfer must include this reference in the communication.

Order Cancellation

The customer will only be able to cancel his order if it has not been paid for yet.


1.2 Delivery Process

Orders are delivered from Monday to Friday, with the exception of local or national holidays, to the address specified by the customer when placing the order.


1.3 Return and Exchange Procedure

Return and Exchange

Applied to online purchases:

Within the scope of its Customer Satisfaction Policy, and under the applicable legal terms, Dhika Luxembourg allows the exchange or return and full refund (contract termination) of products.

Normal Term – Within 7 days from the date of receipt of the products by the Customer.

To this end, the Client must communicate his intention in writing, via email, to Dhika Luxembourg. The products must be returned within the deadlines indicated above upon receipt and accompanied by a copy of the respective invoice.

The return and exchange of products must comply with the following conditions:

Return of products in good condition without any sign of use, with original and complete packaging and other elements that accompany the product, namely a copy of the respective invoice;

Exchanges or returns of customized products according to the Customer’s specifications are not accepted;

The transport of the product is the responsibility of the Customer, namely costs, losses, damages that he may suffer during transport and delays.

In addition to the conditions specifically provided for in the previous number, the customer must also take into account whether the product he intends to return was purchased as part of a promotional campaign and if, for this reason, he benefited from any product on offer. If this is the case, the customer must return not only the product in question but also the offer given to him with his purchase. Both products must comply with the aforementioned guidelines.

It is only possible to return a pack in its entirety. If the customer intends to return a product that belongs to a pack, he must return all the products that make up that same pack. All products must comply with the aforementioned guidelines.


Refund Methods

Dhika Luxembourg will do its best to refund the customer quickly, however, safeguarding a maximum period of 15 days from receipt of the returned order at the above-mentioned warehouse.

The customer will be asked to provide the details of the bank account to which he wants the refund amount to be transferred.


1.4 Product Information

All procedures necessary to ensure that all details, descriptions and prices of the products presented on the website comply with legal requirements are strictly followed. However, there may be situations where product information, including prices and promotional campaigns, has not been correctly published. In these cases, Dhika luxembourg reserves the right not to process orders with these products. If the customer places an order for these products, the Customer Support team will contact them and inform them of the impossibility of proceeding with the process.

Orders may also not be shipped for other reasons, such as:
– stock outage;
– inability to obtain payment authorization;
– order considered fraudulent.


1.5 Warranty

The exercise of the right to the guarantee by the customer will always take place through the presentation of the complaint to the Customer Support service and the return of the damaged or non-corresponding good to the contracted one.

The Customer Support service will analyze the article in question in order to confirm the effective right to the guarantee on the part of the customer, excluding all situations that are proven to result, among others, from:
– Abusive use, intentional damage or negligent damage by the customer;
-Normal wear and tear of the product, as long as it is within the levels expected and declared by the manufacturer;
– Impossibility of proving the damage or defect indicated by the customer;
-All situations that are detected as fraud attempts.

After evaluating the product received, the customer will be informed of the decision regarding their order. In cases where the guarantee is exercised, Dhika Luxembourg will repair, replace or refund the article in the shortest possible time, up to a limit of 30 days from the notification to be sent by email to the customer, through from which the right to activate the product warranty will be confirmed.

Refund of any amount paid will be made via bank transfer.

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