Terms and conditions of use

Article 1: Your status as a user/consumer of the COINPLUS site

  • You can only buy products from us if you are legally able to enter into a binding contract with us (you must have reached the age of majority and be able to have legal personality)

Article 2: How the contract is formed between us (seller) and you (consumer)

  • Once your order has been placed, you should receive an email from us telling you that we have received your order (you can contact us if you do not receive this email). Please note that this does not mean that your order has been accepted. All orders are subject to availability and to our agreement (which we may not give depending on the reason).

  • After placing your order, our subcontractor will immediately contact your bank or card issuer to obtain permission to deduct payment from your account. We will not process your order until the payment has been received in full. If we accept your order, we will confirm this by sending you another email stating that the product is being processed to be sent, that is when the contract between us (the "Contract") is formed.

  • As soon as you place an order, we start processing your order, which means you won't be able to change it before delivery. But you can return your Products, in accordance with our Returns Policy.

  • From time to time, we may make minor changes to a product to reflect changes in applicable laws and regulatory requirements

  • We advise you to keep a copy of these terms and conditions and of your order.

Article 3: Product delivery

  • Your order will be processed before the delivery date indicated in the Shipping Confirmation or, if no date is specified, as soon as possible, the delivery will take place within 30 days of the conclusion of your Contract.

  • If no one is present at your address to receive the delivery and if the products cannot be deposited in your mailbox or in a safe place, after three attempts, we can terminate the Contract.

  • The delivery of your order will be made when we have delivered the products to the address you have provided and the products will then be under your responsibility.

Article 4: International Delivery

  • If you order products from us from a destination outside Luxembourg:

  1. Your order may be subject to import duties and taxes that will be applied to the delivery. Please note that we have no control over these charges and cannot predict the amount. The payment of these import duties and taxes is your responsibility. Please contact the local customs office for more information before ordering. We cannot be held responsible if you do not pay these import duties or taxes;

  2. You must also comply with all laws and regulations in force in the country of destination of the Products. We cannot be held responsible if you violate these laws;

  3. If you return Products from an address outside Luxembourg, make sure it is clearly written on the "Return to the Supplier" package or a similar phrase.

Article 5: Price and payment

  1. The price payable for the products is the one shown on our website in euros. Prices listed on our website include Luxembourg VAT on the date mentioned but do not include delivery fees that are to be paid in addition and displayed separately during the payment process.

We can change prices on our site at any time without notice, but the changes will not affect orders already accepted. We accept payments by credit card through Paypal. We accept the following cards: Visa, Mastercard, American Express.

  1. You must pay for the Products (with all applicable shipping costs) and we will charge the card you have chosen to pay for your order on the last billing page, after submitting your order. Our subcontractor will immediately contact your bank or card issuer to obtain permission to deduct payment from your account.

Article 6: Your right to cancel the contract (customers in the EEA only)

  1. According to Articles 222 -9 and 222 -10 of the Luxembourg Consumer Code, if you are a consumer in the European Economic Area (EEA), you have the right to cancel a Contract if you change your mind up to 14 days after receiving (or if someone you designate receives) the products, unless the products have been sent several times over several days, in which case you will have 14 days after receiving (or if someone you designate receives) the last delivery.

  2. If you want to cancel a contract, you will simply have to tell us within 14 days. You can contact us by emailing: costumer.service@coinplus.com or by mail to CoinPlus 9, Avenue des Hauts-Fourneaux L-4362 Luxembourg.

  3. If you cancel a Contract after the Products are sent, you must return them to us. You must return the Products within 14 days of expressing your wish to cancel the Contract, and you are required to pay the cost of returning those products.

Article 7: Your right to a refund (only for customers in the EEA)

If you are a consumer in the EEA and you cancel your contract within 14 days as required by law:

  1. We are committed to refund you the price paid for the products. However, we can reduce the amount of the refund to reflect any reduction in the value of the products, due to your handling. If we refund you the price paid before we inspect the products and then find out that you have handled them in an unacceptable manner, you will have to pay us an adequate amount;

  2. We will refund all costs you have paid for the delivery of the products, knowing that the maximum amount of reimbursement of the delivery fee will correspond to the cheapest delivery method we offer for your destination;

  3. We will refund all amounts due corresponding to the payment method used:

  • 14 days after the date of receipt of the products by us or, if that date is earlier, the day you send proof that you have returned the products to us;

  • 14 days after you informed us of your decision to cancel the contract.

(Provisions in accordance with Article Art. L. 222 of the Luxembourg Consumer Code)

Article 8: Defective products

  1. If you are a consumer, we have a legal obligation to provide products that comply with the contract. Nothing in these terms and conditions will affect your legal rights regarding defective products.

  2. If you consider that a product we have provided is defective or poorly described, please inform us by email or mail.

Article 9: Our rights to cancel the contract

  1. We can cancel the contract at any time by sending you a letter if:

  • You do not send us any payment on time;

  • Within an acceptable time frame after our request, you do not provide the necessary information for the shipment of the Products;

  • You do not allow us, within a reasonable time, to deliver the products to you

  1. We will refund all prepaid amounts for products that we did not provide, but we will be able to deduct or charge a reasonable compensation fee for the amounts incurred as a result of the breach of contract on your part.

Article 10: Events independent of our control

  1. We will not be held responsible for any failure or delay in fulfilling any of the obligations of the contract that would be caused by an event independent of our control. An event independent of our control is an act, event, omission or accident that reasonably escapes our control.

  2. If an event independent of our control occurs affecting the fulfilment of our obligations under a contract, we will contact you as soon as possible to inform you. Our obligations under the contract will be suspended for a necessary time to fulfil our obligations. If this event, independent of our control, affects the delivery of our products, we will schedule a new delivery date once it has been completed.

  1. It is your right to cancel a contract affected by an event independent of our control if it results in a significant delay, if this is the case please contact us by email or mail.

Article 11: Intellectual Property Rights

  • All intellectual property rights in relation to products are our property. All these rights are reserved.

Article 12: Other important terms and conditions

  1. The terms of the Terms and Conditions of the COINPLUS SA do not affect your rights as a consumer under the applicable law in the jurisdiction in which you reside;

  2. If we need to contact you, we will do so by writing you or by phone using the contact information provided in your order, unless you request that we contact you by another means;

  3. The Terms and Conditions of your contract are those posted on our website at the time of your order;

  4. The contract is established between you and us, no other person has any right to apply its terms;

  5. All paragraphs of these terms and conditions operate independently. If any court or the competent authorities decide that one of them is illegal or unenforceable, the other paragraphs will remain fully in force.

Note that these Terms and Conditions are governed by Luxembourgish law. If you are a consumer, this means that a contract for the purchase of products and any disputes or claims arising from it or related will be governed by Luxembourgish law, unless you do not reside in Luxembourg, in this case Luxembourgish law will apply only to the extent that it is not exceeded by mandatory laws in the country where you usually reside.

If you are not satisfied with our handling of your claim, you can use the Alternative Dispute Resolution Service (in which an independent body reviews the information of the dispute and tries to resolve it without resorting to the justice).

  1. For any dispute or claim concerning a contract, if you are a consumer, you, like us, submit to the exclusive jurisdiction of Luxembourg, but there is no element of this clause restricting your legal rights to file a complaint against us or pursue us to the country where you usually reside;

Article 13: Returns

  • Our refund policy:

  1. If you are a customer of the European Economic Area (EEA), you have 14 calendar days to cancel your order if you change or opinion, without having to declare a specific reason.

This two-week cancellation period begins on the day all items in the order are receive;

  1. If you have received defective items, you have the right to return those items and also to ask us to replace them or get a refund;

  2. Our return and exchange policy do not cover damage resulting from unique, accidental or random damage resulting from your use or wear of a product;

  3. Once your return has been received and inspected, we will send you an email informing you that we have received your returned item. We will also inform you of the approval or rejection of your refund.

If after inspection the product is intact, your refund will be processed, and a credit will be automatically applied to your credit card or original payment method within a certain time;

  1. If you haven't received a refund yet, check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially released.

Then contact your bank. There is often processing time before a refund is posted.

If you have done all this and have not yet received your refund, please contact us at support@coinplus.com;

Article 14: National and International Returns

Please follow the process below to return your package to us:

  1. Pack the item in its original packaging or in a secure package;

  2. Tell us in writing the reason for your return (preferably by email to: support@coinplus.com) and a description of the product that will be returned, please attach a copy of the respective invoice;

  3. Return the package to a post office counter and ask for proof of shipment, which will serve as proof of return. Do not send the package to a mailbox without obtaining proof of shipment;

Article 15: Defective items

  1. Please return your items within 30 days of the defect being discovered and first contact us before returning so that a member of our team can review your application. You can contact us by email and by filling out the form of defective products available on our website.

  2. Do not use defective items after you realize them, otherwise we may not be able to offer a refund.

Article 16: How long does it take to process a return?

Delivery of your parcel and its processing in storage take up to 30 workdays (excluding weekends and holidays) from the date of return.

When you receive your return, we will have to check the items. Once our checks are complete, we will refund you on your credit card. Funds should appear on your bank statement within 3 to 5 business days (the delay depends on the issuer of your card).

We will keep you informed by sending you a first email as soon as your package arrives at our warehouse and a second one once we have processed your refund.