Terms of Service

Last updated: 22 September 2026

These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. Please read them before you place an order. By placing an order you agree to them.

Nothing in these terms reduces your legal rights as a consumer. If any part of these terms conflicts with those rights, your rights come first.

1. Who we are

Website name: ALOUVER
Company name: Trennety
Address: H. Roland Holstweg 11, 's-Gravenzande, Zuid-Holland, 2692 CA, Netherlands
E-mail: support@alouver.com
Contact form: contact
Phone: +31 6 41339190
Company number (KVK): 89621743
TAX number (VAT): NL004747675B80
Customer service: Monday to Friday 07:00–17:00, Saturday and Sunday 09:00–15:00 (UK time)

We are a Netherlands-registered business selling indoor and outdoor home lighting online to customers in the United Kingdom. The address above is our registered geographic address, the address for service of legal documents, and the address for returns.

2. These terms

These terms apply to every order you place with us through alouver.com. We may update them from time to time; the version published on this page when you place your order is the version that applies to that order.

The contract is concluded in English. We do not file a copy of the contract, so please save or print these terms and your order confirmation for your records.

These terms are for consumers. If you are buying as a business, some of the rights below — in particular the right to cancel in clause 7 — do not apply to you.

3. Our products

The images on our website are a truthful representation of the products we sell. Colours can look different on different screens, so the colour of the item you receive may vary slightly from what you see.

Dimensions are stated on each product page and are given in good faith. Hand-finished pieces and natural materials such as alabaster, travertine, marble and wood vary slightly in texture, veining and colour, so no two pieces are exactly alike. Where a product page states a material, that is the material of the item you will receive.

Lighting must be installed and used in line with the instructions supplied. Hard-wired fittings should be installed by a qualified electrician.

We may make minor changes to a product to reflect changes in materials, or to comply with legal requirements. These changes will not affect your use of the product.

4. Your order and how the contract is formed

Placing an order is an offer to buy. The contract comes into existence when we send you an email confirming that your order has been accepted. If we cannot accept your order — for example because the item is out of stock, because we have identified a pricing or description error, or because we cannot verify your payment details — we will tell you and will not charge you.

Before you confirm your order you can review and correct the details you have entered at every step of the checkout.

Every order is subject to the item being available.

5. Price and payment

Prices are shown in pounds sterling and include VAT. The price shown at checkout is the total price you pay. Delivery within the United Kingdom is free, and no customs charges, import duties or handling fees are payable by you on delivery.

The price that applies is the price displayed when you place your order. If we have made an obvious pricing error and the correct price is higher, we will contact you before dispatch and you can confirm the order at the correct price or cancel it. We will not simply charge you more.

If the price of an item falls after you have bought it, we do not refund the difference.

Payment is taken at the time you place your order. We accept Visa, Mastercard, American Express, Maestro, Shop Pay, Apple Pay and Google Pay. Payments are processed by our payment providers over a secure connection; we do not store your full card details.

6. Delivery

We deliver to addresses in the United Kingdom only.

Orders placed Monday to Friday before 21:00 UK time (22:00 CET) are processed within 1–3 working days. Delivery takes a further 6–10 working days, so the total is normally 7–13 working days from the day you order. We dispatch and deliver Monday to Friday, not on weekends or UK bank holidays. These are estimates.

We will deliver your order within 30 days of the day the contract is formed at the latest. If we miss that deadline for reasons within our control, you may treat the contract as at an end and we will refund you in full.

Some orders arrive in more than one parcel. If part of your order arrives first, the rest normally follows within 1–3 working days.

Goods are at our risk until they are delivered to the address you gave us. Ownership passes to you once we have received payment in full and the goods have been delivered.

If nobody is available at your address and the goods cannot be posted through the letterbox, the carrier will leave a note explaining how to rearrange delivery or collect the parcel. If, after a failed delivery, you do not rearrange delivery or collect the parcel from the carrier, we may end the contract and clause 9 will apply.

Full details are in our shipping policy, which forms part of these terms.

7. Your right to cancel

You have a statutory right to cancel within 14 days without giving a reason. We voluntarily extend this to 30 days from the day you receive the goods.

To cancel, tell us by email at support@alouver.com, through the form on our returns page, or using the model cancellation form set out there. You then have 14 days to send the goods back.

You pay the cost of returning the goods, unless they are faulty, not as described, or we sent you the wrong item. You may handle the goods as you would in a shop; if you handle them beyond that and their value is reduced, we may deduct an amount from your refund and will explain it to you.

We refund within 14 days of receiving the goods back, or of you providing proof that you have sent them, whichever is earlier. In practice we refund within 3–5 working days of your return reaching us. Refunds are made to the payment method you used.

The right to cancel does not apply to goods made to your specification.

Full details are in our returns and refunds policy, which forms part of these terms.

8. If there is a problem with the goods

Under the Consumer Rights Act 2015 the goods we supply must be as described, of satisfactory quality and fit for purpose. If they are not:

within 30 days of delivery you can reject them and get a full refund;
after 30 days and within six months you can ask for a repair or replacement, and if that does not put things right, a refund;
you may have further rights for up to six years.

These rights are in addition to your right to cancel under clause 7 and are not affected by anything in these terms. Email support@alouver.com with your order number and photographs of the problem and we will put it right. We pay the cost of returning faulty or incorrect goods.

9. Our right to end the contract

We may end the contract if you do not make a payment when it is due, if you do not give us information we need to deliver your order within a reasonable time of asking, or if you do not accept or collect a delivery after a failed attempt. If we end the contract for one of these reasons we will refund any money you have paid in advance for goods we have not supplied, and we may deduct reasonable compensation for the costs we incur as a result.

10. Complaints

Email support@alouver.com with "Complaint" in the subject line and your order number. We will acknowledge your complaint within 3 working days and give you a full response within 14 days. If we need longer, we will tell you why and when you can expect an answer.

We are not a member of an alternative dispute resolution scheme and are not obliged to be. If we cannot resolve your complaint, you can get free independent advice from Citizens Advice at citizensadvice.org.uk or on 0808 223 1133, and you keep your right to bring a claim in court.

11. Our liability

If we fail to comply with these terms we are responsible for loss or damage you suffer that is a foreseeable result of our breach. We are not responsible for loss or damage that is not foreseeable.

We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to the goods.

We supply products for domestic and private use. We are not liable for loss of profit, loss of business, business interruption or loss of business opportunity.

12. Events outside our control

We are not liable for delays or failures caused by events outside our reasonable control. If such an event occurs we will contact you as soon as possible and take steps to limit the effect. If the delay is substantial you may cancel the contract and we will refund you for goods you have paid for but not received.

13. Your personal data

Trennety, trading as ALOUVER, is the data controller for personal data collected through this website. How we collect, use and protect it, and your rights under the UK GDPR and the Data Protection Act 2018, are set out in our privacy policy. If you have a concern, contact us first; you can also complain to the Information Commissioner's Office at ico.org.uk.

14. Other important terms

We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if that happens and will make sure it does not affect your rights. You may only transfer your rights or obligations to someone else if we agree in writing.

This contract is between you and us. No other person has any right to enforce it.

Each paragraph of these terms operates separately. If a court decides that any of them is unlawful, the rest remain in force.

If we delay in enforcing these terms, or do not insist that you do something you are required to do, that does not prevent us from enforcing them later.

15. Governing law and jurisdiction

These terms and any contract formed under them are governed by Dutch law. As a consumer resident in the United Kingdom, this choice of law does not deprive you of the protection of the mandatory provisions of the law of the United Kingdom, and you may bring proceedings in the courts of the United Kingdom. We will only bring proceedings against you in the courts of the country in which you live.