Refund policy

Return & Refund Policy

Last updated: October 19, 2026

At Luban House, we want every customer to be satisfied with their purchase. This policy explains your rights and how we handle returns, cancellations, and refunds in accordance with applicable Hungarian and European Union consumer-protection laws.

1. Your 14-Day Right of Withdrawal and Order Cancellations

If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to any applicable statutory exceptions.

For orders containing multiple items delivered separately, the withdrawal period begins when you receive the final item.

Online Order Cancellation

Customers may submit a cancellation request through their Luban House customer account within 15 minutes of placing an order, provided the order remains eligible for cancellation.

If the 15-minute online cancellation period has expired, customers may still contact us at thelubanhouse@gmail.com to request cancellation or exercise their statutory withdrawal rights.

The 15-minute cancellation window is a feature of our online order-management system and does not restrict the statutory 14-day right of withdrawal.

Statutory Right of Withdrawal

You may exercise your statutory right of withdrawal by sending a clear statement to thelubanhouse@gmail.com or by post to our business address.

Please include your order number where available to help us identify your purchase.

You may notify us of your decision to withdraw before your order has been delivered.

To meet the statutory withdrawal deadline, it is sufficient to communicate your decision before the applicable 14-day period expires.

2. Returning Your Products

After notifying us of your withdrawal, please send the goods back without undue delay and within 14 days of notifying us.

Return address:

Luban House – Adam Abbes
Csalogány utca 6–10
1015 Budapest
Hungary

Customers are responsible for the direct return-shipping costs when exercising their ordinary right of withdrawal, unless we agree otherwise or applicable law requires otherwise.

We recommend using tracked shipping and packaging products securely to prevent damage during transportation.

You may inspect products as reasonably necessary to establish their nature, characteristics, and functioning.

If handling goes beyond what is necessary and causes a reduction in the product's value, we may deduct the legally permitted amount of that reduction from your refund.

Our statutory withdrawal policy applies to frankincense, incense burners, charcoal, and gift sets unless a specific legal exception applies.

3. Refunds

When you validly withdraw from your purchase, we will refund the applicable purchase price and the original standard delivery charge, where required by law.

Refunds will be issued without undue delay and no later than 14 days after receiving your withdrawal notification.

We may withhold reimbursement until we receive the returned goods or proof that they have been sent back, whichever occurs first.

Refunds will be made using your original payment method unless you expressly agree otherwise, without additional refund fees.

Additional costs for premium or express delivery beyond our least expensive standard delivery option are not refundable.

4. Damaged, Incorrect, or Defective Products

If your order arrives damaged, incorrect, or defective, please contact us at thelubanhouse@gmail.com as soon as reasonably possible.

Include your order number and a description of the problem. Photographs can help us resolve the issue more quickly but are not mandatory for exercising your statutory rights.

We will provide the remedies required under applicable consumer-protection law, which may include repair, replacement, a price reduction, or a refund, depending on the circumstances.

Where legally required, Luban House will cover reasonable return-shipping and other necessary costs associated with resolving defective or incorrect orders.

Your rights concerning defective or nonconforming products are separate from your 14-day withdrawal right.

5. Legal Consumer Rights

Consumers benefit from statutory rights concerning goods that are defective or do not conform to their description.

Under applicable EU and Hungarian consumer-protection law, consumers generally benefit from a two-year legal guarantee of conformity from delivery.

Nothing in this policy limits or excludes your mandatory statutory consumer rights.

6. Exchanges

We do not currently operate a separate voluntary exchange program.

If you wish to purchase a different product, you may return an eligible item under this policy and place a new order.

This does not affect your statutory rights regarding defective or nonconforming goods.

7. Model Withdrawal Form

You may use the following form to exercise your statutory right of withdrawal. Its use is optional, and any clear withdrawal statement is accepted.

To: Adam Abbes, trading as Luban House
Email: thelubanhouse@gmail.com
Postal address: Csalogány utca 6–10, 1015 Budapest, Hungary

I hereby notify you that I withdraw from my contract for the purchase of the following goods:

Product(s):
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Date:
Signature: (only if submitted on paper)

You may send this completed form by email or post using the contact details above.

8. Contact Information

Trading name: Luban House
Legal seller: Adam Abbes, sole proprietor
Business tax number: 92491177-1-41
Business address: Csalogány utca 6–10, 1015 Budapest, Hungary
Country: Hungary
Website: https://thelubanhouse.com
Email: thelubanhouse@gmail.com