Returns and refunds

Your right of withdrawal

You have 14 days to withdraw from a Lokka System order. They start on the day you, or someone you name other than the carrier, receive the goods. You can also withdraw before your Lokka System ships.

To withdraw, use the withdrawal form, or email support@lokkasystem.eu with a clear statement that you are withdrawing. It is enough to send your notice before the 14 days end.

• Withdraw from contract

Christmas orders

Christmas orders can be returned until 31 Jan 2027, even after the 14 days have ended. After the 14 days, we accept a return only if the items are unused, complete and in their original packaging. The return label fee applies, and the other rules on this page apply as well.

How to return

1. Register your return with the withdrawal form. You get a confirmation email with a reference.
2. We email you a prepaid return label.
3. Pack the Lokka System and any add-ons in their original packaging and attach the label.
4. Hand the parcel to the carrier within 14 days of registering your return. Keep the receipt.
5. We check the return and refund you.

Return costs

Returns go with our prepaid return label. Its fixed fee is deducted from your refund: {{RETURN_FEE_A}} from the countries where delivery costs €9.90, and {{RETURN_FEE_B}} from those where it costs €19.90 (see Shipping and handling).

If you withdraw from the whole order, we refund the delivery fee you paid, up to the cost of our cheapest standard delivery.

Faulty goods are covered by the legal guarantee instead, and you pay nothing to return them (see below).

Refunds

We refund within 14 days of receiving your withdrawal. We may wait until the goods are back with us, or until the carrier's tracking shows you have sent them, whichever comes first.

The refund goes to the payment method you used, and you pay no fees for it.

Condition of returns

Returned items must be unused, complete and in their original packaging. You may unpack and inspect the Lokka System as you could in a shop.

If an item comes back used, damaged, incomplete or without its packaging, we deduct the loss in value from the refund.

The Founder plate

The engraved Founder plate is made to your number, so the right of withdrawal does not apply to it. It is a free bonus, so it never reduces your refund.

The €10 reservation

You can ask for the €10 back at any time before the code is used, by email or with the withdrawal form. If you used the code on a Lokka System order and withdraw from that order, the €10 is refunded with it.

Exchanges and inserts

We do not exchange one Lokka System size for another. To change size, return your Lokka System for a refund and order the size you want while slots are available.

If your paints do not fit the inserts, we make new inserts for you free of charge (fit or reprint). Free insert swap until 31 Jan 2027: {{INSERT_SWAP_SCOPE}}. Email us with your order number.

Faulty or damaged goods

You have the 2-year legal guarantee. If the Lokka System or an add-on is faulty or not as described, email support@lokkasystem.eu with your order number, a short description and a photo. We repair or replace it free of charge, or refund you if that is not possible.

For a parcel damaged on the way to you, see Shipping and handling.

• Shipping and handling