Terms of service

EUROSENDER STORE — TERMS AND CONDITIONS 

Last updated: September 3rd 2026

These Terms and Conditions ("Terms") apply to purchases of packaging products made through the Eurosender Store available at eurosender-store.myshopify.com (the "Store"). 

Please read these Terms carefully before placing an order. By placing an order through the Store, you confirm that you have read and accepted these Terms, to the extent permitted by applicable law. 

These Terms apply together with the information presented to you during the ordering process and the Privacy Policy applicable to the Store. 

Nothing in these Terms limits or excludes any mandatory rights or protections that apply to consumers under applicable law. 

1. Seller 

The Store is operated and goods are sold by: 

Eurosender SARL 
5 Place de la Gare 
L-1616 Luxembourg 
Luxembourg 
Registration number: B230321 
VAT number: LU30797030 

Eurosender SARL is hereinafter referred to as "Eurosender", "we", "us" or "our". 

Eurosender's registered office and contracting entity are in Luxembourg. Orders are fulfilled and returns are received at the following address: 

Eurosender 
Cesta v Gorice 34b 
1000 Ljubljana 
Slovenia 

The Ljubljana address is a fulfilment and returns address only and is not the registered office of Eurosender SARL. 

You can contact us through the contact form available at: https://www.eurosender.com/en/contact  

When contacting us about an order, please provide your order number and the name and email address used for the order. 

2. Definitions 

For the purposes of these Terms: 

"Client" means any person or legal entity placing an order through the Store. 

"Consumer" means a natural person acting for purposes which are outside that person's trade, business, craft or profession. 

"Business Client" means a Client acting for purposes relating to that Client's trade, business, craft or profession. 

"Goods" means the packaging products, including boxes and bundles of boxes, offered for sale through the Store. 

"Order" means an order for Goods placed through the Store. 

"Contract" means the sales contract between Eurosender and the Client for the purchase of Goods under these Terms. 

"Store" means the Eurosender online store through which the Goods are offered for sale. 

3. Scope of the Store 

3.1. The Store sells packaging products, including boxes and bundles of boxes. 

3.2. The Store is intended for Clients located in and receiving delivery within countries of the European Union ("EU"). 

3.3. We currently only accept orders for delivery to EU Member States supported by the Store at the time of ordering. 

3.4. We do not accept orders for delivery outside the EU. 

3.5. We may restrict, suspend or discontinue delivery to a particular country where this is necessary because of legal, regulatory, logistical, customs, carrier, operational or other legitimate reasons. 

3.6. No collection or on-premises pick-up of the Goods is available. The Goods purchased through the Store are delivered to the delivery address specified by the Client during checkout. 

4. Product Information 

4.1. We endeavour to ensure that product descriptions, dimensions, quantities, photographs and other information displayed in the Store are accurate and up to date. 

4.2. Photographs and illustrations are provided for information and presentation purposes. The actual appearance of the Goods may vary slightly from photographs, including due to screen settings, manufacturing tolerances and reasonable variations in colour or finish. 

4.3. The main characteristics of each product are indicated on the relevant product page. 

4.4. Where a product is sold as a bundle or set, the product description will indicate the number of individual units included in the bundle. 

4.5. Unless expressly stated otherwise, a bundle constitutes one product offering and the individual items included in the bundle are not sold separately at the bundle price. 

5. Prices and VAT 

5.1. Prices displayed to the Clients through the Store are intended to show the total price payable for the Goods, including applicable VAT and other mandatory taxes, unless expressly stated otherwise. 

5.2. Where applicable, delivery charges and other additional charges payable by the Client will be displayed during the ordering process before the Order is placed. 

5.3. Business Clients may be shown prices excluding VAT where permitted by applicable law and the Store's configuration. The applicable VAT treatment will be determined based on the information provided by the Business Client and applicable tax rules. 

5.4. We may change prices at any time. A price change will not affect an Order for which the Contract has already been concluded. 

5.5. We make reasonable efforts to ensure that prices displayed in the Store are correct. If an obvious technical or clerical error results in an objectively incorrect price being displayed, we may correct the error. If the Contract has not yet been concluded, we may decline the Order at the incorrect price. 

5.6. Where an Order has been affected by an obvious pricing error and applicable law permits cancellation or correction of the Order, we will inform the Client and, where applicable, refund any payment already made. 

6. Ordering Process 

6.1. The Client selects the desired Goods, quantities and any available options and adds them to the shopping cart. 

6.2. Before submitting the Order, the Client will have an opportunity to review the Goods, quantities, delivery address, delivery charges, applicable taxes, total price and other relevant information. 

6.3. The Client is responsible for ensuring that all information submitted during checkout is complete and accurate. 

6.4. By submitting the Order, the Client expressly confirms that the Order involves an obligation to pay. 

6.5. The Order is an offer by the Client to purchase the selected Goods under these Terms. 

6.6. Payment must be successfully authorised and received through one of the payment methods offered by the Store. 

6.7. The Contract is concluded when Eurosender has successfully received or obtained confirmation of payment for the Order, unless Eurosender informs the Client that the Order has not been accepted. 

6.8. An automated acknowledgement of receipt of an Order may be sent to the Client. Such acknowledgement may confirm receipt of the Order and payment but does not prevent Eurosender from relying on a genuine and objectively apparent technical, pricing, stock or other error where permitted by applicable law. 

6.9. After conclusion of the Contract, Eurosender will send the Client an order confirmation by email or another durable medium. 

7. Payment 

7.1. Payment must be made using one of the payment methods made available through the Store. 

7.2. The Client authorises the applicable payment provider to process the amount payable for the Order. 

7.3. Payment is considered successful when the relevant payment provider confirms the transaction to Eurosender. 

7.4. If payment is unsuccessful, declined, reversed or cancelled, Eurosender may suspend processing of the Order until valid payment is received. 

7.5. The Store may use third-party payment service providers. Payment processing may be subject to those providers' own terms and privacy notices. 

9.3. Nothing in this section affects the Consumer's statutory rights. 

10. Consumer Right of Withdrawal 

10.1. If you are a Consumer, you generally have the statutory right to withdraw from a distance Contract within 14 days without giving any reason, subject to mandatory law and any statutory exceptions. 

10.2. For a Contract concerning the Goods, the withdrawal period normally expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the Goods. 

10.3. Where an Order consists of multiple Goods delivered separately, the withdrawal period normally runs from the date on which you acquire physical possession of the last Good. 

10.4. To exercise the right of withdrawal, you must communicate your decision to withdraw to Eurosender before the expiry of the withdrawal period. 

10.5. You may use the model form for withdrawal from the Contract, but it is not mandatory. You may submit your withdrawal request via https://www.eurosender.com/en/contact  

Please clearly identify the relevant Order number. 

10.6. The right of withdrawal is separate from, and does not affect, any statutory rights you may have concerning defective, damaged or non-conforming Goods. 

11. Return of Goods Following Withdrawal 

11.1. If you validly exercise your statutory right of withdrawal, you must send the Goods back to us without undue delay and, in any event, no later than 14 days after the day on which you communicated your decision to withdraw. 

11.2. The deadline is met if you send the Goods back before the 14-day period has expired. 

11.3. Goods returned following withdrawal must be sent to: 

Eurosender 
Cesta v Gorice 34b 
1000 Ljubljana 
Slovenia 

11.4. Eurosender does not provide a return label for ordinary withdrawal returns. 

11.5. Unless mandatory law provides otherwise, the Client is responsible for the direct cost of returning the Goods following withdrawal. 

11.6. As an indication only, depending on the Client's country, shipment dimensions, weight, carrier and service selected, the direct cost of returning an Order may typically be approximately EUR 10–80. This is an estimate and not a fixed return charge. 

11.7. The Client should use an appropriate carrier and retain proof of dispatch and tracking information. 

11.8. Nothing in this section requires the Client to bear return costs where applicable law requires Eurosender to bear those costs. 

11.9. Where a Consumer has exercised the statutory right of withdrawal but has not returned the Goods within the period specified in Section 11.1, the Consumer remains responsible for returning the Goods in accordance with applicable law. 

11.10. The exercise of the right of withdrawal does not require Eurosender to issue a refund before the Goods have been returned or the Consumer has provided evidence of having sent them back, where Eurosender is entitled to withhold the refund under applicable law. 

11.11. If the Consumer does not return the Goods, Eurosender may contact the Consumer and request their return and may take such further steps as are reasonably available to recover the Goods or otherwise enforce the Consumer's obligations, subject to applicable law. 

11.12. Nothing in this Section permits Eurosender to retain amounts or impose charges contrary to mandatory Consumer protection law. 

12. Condition and Completeness of Returned Goods 

12.1. The Client should handle and inspect the Goods only to the extent necessary to establish their nature, characteristics and functioning, as the Client would reasonably be able to do in a physical shop. 

12.2. The Client is responsible for any diminished value of the Goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, to the extent permitted by applicable law. 

12.3. Where Goods are sold as a bundle or set, the Client exercising withdrawal should return the complete bundle or set. 

12.4. For example, where a product is sold as a bundle containing five boxes, the Client should return all five boxes when withdrawing from the purchase of that bundle. 

12.5. Where Goods have been used, assembled, damaged, altered or otherwise handled beyond what is necessary to establish their nature, characteristics and functioning, Eurosender may deduct from the refund the objectively established diminution in value attributable to such handling, to the extent permitted by applicable law. 

12.6. Eurosender will not make deductions merely because Goods have been reasonably inspected in accordance with the Consumer's statutory withdrawal rights. 

13. Return Transit and Care of Goods 

13.1. The Consumer is responsible for taking reasonable care of the Goods while they are being returned following withdrawal and should use appropriate packaging and a reasonably reliable carrier or postal service. 

13.2. The Consumer should retain proof of dispatch and, where reasonably available, tracking information and evidence of the condition and packaging of the Goods at the time of return. 

13.3. Eurosender will not automatically refuse a refund solely because the Goods are damaged or lost during return transit. Where the Goods are damaged or lost during return transit, Eurosender may investigate the circumstances and may seek appropriate remedies against the Consumer where permitted by applicable law. 

13.4. Where damage to the Goods results from handling, packaging or other conduct attributable to the Consumer beyond what is reasonably necessary to return the Goods, Eurosender may take account of the objectively established resulting diminution in value, to the extent permitted by applicable law. 

13.5. Nothing in this Section limits the Consumer's statutory right of withdrawal or imposes liability on the Consumer beyond that permitted by applicable law. 

14. Refunds Following Withdrawal 

14.1. Where a Consumer validly withdraws from a Contract, Eurosender will reimburse the payments received from the Consumer in accordance with applicable law. 

14.2. Where required by law, the refund includes the cost of the least expensive standard delivery option offered by Eurosender for the original Order. 

14.3. If the Consumer selected a more expensive delivery option than the least expensive standard delivery option offered, Eurosender is not required to reimburse the additional amount attributable to that more expensive option, to the extent permitted by applicable law. 

14.4. Eurosender may withhold the refund until it has received the returned Goods or until the Consumer provides evidence that the Goods have been sent back, whichever occurs first, unless mandatory law provides otherwise. 

14.5. Refunds will normally be made using the same payment method used for the original transaction unless the Consumer expressly agrees to another method and the alternative does not impose any fees on the Consumer. 

14.6. Any permitted deduction for diminished value will be made only to the extent permitted by applicable law and will correspond to the objectively established diminution in value attributable to the Consumer's handling of the Goods beyond what was necessary to inspect them. 

15. Faulty, Damaged or Incorrect Goods 

15.1. This section applies where Goods are defective, damaged, do not correspond to the Order, or otherwise fail to conform to the Contract. 

15.2. The Consumer's statutory rights relating to conformity and defective Goods apply independently of the 14-day right of withdrawal. 

15.3. Where applicable law requires Eurosender to repair, replace, reduce the price or refund the purchase price, Eurosender will provide the applicable remedy in accordance with that law. 

15.4. The Client shall not return incorrect, defective or damaged Goods, such Goods may be kept or disposed by the Client. 

15.5. The Client should contact us promptly after discovering a problem with the Goods so that we can investigate and provide appropriate instructions. Any request for prompt notification is intended to facilitate resolution and does not limit statutory rights. 

15.6. The Client may be asked to provide reasonable information or evidence concerning the defect, damage or incorrect Goods, such as photographs, Order information or a description of the problem. 

15.7. Nothing in these Terms limits any mandatory legal guarantee or conformity rights applicable to Consumers. 

16. Business Clients 

16.1. The provisions of this section apply to Business Clients only. 

16.2. The statutory consumer right of withdrawal described in Section 10 does not apply to a Business Client acting in the course of its trade, business, craft or profession, except where mandatory law provides otherwise. 

16.3. Business Clients may not cancel or return correctly supplied Goods merely because they have changed their mind or no longer require the Goods. 

16.4. Returns from Business Clients may be accepted where the Goods are defective, damaged, incorrectly supplied or otherwise fail to conform to the Contract, subject to applicable law. 

16.5. A Business Client should notify Eurosender promptly if it discovers defective, damaged or incorrect Goods and provide the relevant Order number and reasonable supporting information. 

16.6. Where a Business Client requests a return for reasons other than defect, damage or incorrect supply, Eurosender may accept or reject the request at its discretion and may impose reasonable return conditions or costs. 

16.7. Nothing in this section excludes mandatory rights that cannot lawfully be excluded or restricted. 

17. Client Obligations 

(c) arise from the Client's breach of these Terms. 

19.4. Nothing in this Section affects the statutory remedies available to Consumers in relation to defective or non-conforming Goods. 

19.5. For Business Clients, and to the maximum extent permitted by applicable law, Eurosender's liability may be limited to the amount paid by the Business Client for the Goods giving rise to the relevant claim, except in circumstances where such limitation is prohibited by law or where the loss results from Eurosender's wilful misconduct, gross negligence or other liability that cannot lawfully be limited. 

20. Events outside Our Reasonable Control 

20.1. Eurosender will not be responsible for failure or delay in performing its obligations to the extent caused by circumstances outside its reasonable control. 

20.2. Such circumstances may include, where applicable, natural disasters, extreme weather, war, terrorism, civil unrest, strikes, epidemics, government measures, transport disruption, carrier failures, infrastructure failures, cyber incidents, supply shortages and other events that could not reasonably have been prevented or overcome. 

20.3. This section does not affect any mandatory rights of Consumers, including statutory rights concerning delivery, withdrawal or conformity. 

21. Intellectual Property and Store Content 

21.1. Unless otherwise stated, the Store and its content, including text, graphics, logos, photographs, designs and other materials, are owned by or licensed to Eurosender and are protected by applicable intellectual property laws. 

21.2. The Client may use the Store only for lawful personal or business purchasing purposes. 

21.3. No right to reproduce, distribute, modify or commercially exploit Store content is granted except where expressly permitted by law or by Eurosender. 

22. Data Protection and Privacy 

22.1. Eurosender processes personal data in connection with the Store in accordance with applicable data protection legislation, including the General Data Protection Regulation (EU) 2016/679 ("GDPR") where applicable. 

22.2. Eurosender's Privacy Policy explains how personal data is collected, used, stored and otherwise processed, including in connection with orders placed through the Store. 

22.3. The Privacy Policy is available through the Store and on Eurosender's website. 

22.4. By placing an Order, the Client acknowledges that personal data may need to be processed for purposes including processing and fulfilling the Order, payment processing, delivery, Customer support, returns, fraud prevention, legal compliance and other purposes described in the applicable Privacy Policy. 

22.5. Where third-party service providers are used for Shopify, payment processing, delivery, fulfilment, Client support, analytics or other Store functions, personal data may be processed by those providers as described in the applicable Privacy Policy and in accordance with applicable law. 

23. Electronic Communications 

23.1. By using the Store and placing an Order, the Client agrees that Eurosender may communicate with the Client electronically in relation to the Order. 

23.2. Communications may include order confirmations, payment confirmations, delivery information, invoices, return instructions, Client support communications and other information required to administer the Contract. 

23.3. The Client should ensure that the email address provided during checkout is correct and accessible. 

24. Applicable Law 

24.1. Unless mandatory rules of the country in which the Client is domiciled provide otherwise, these Terms and Contracts to which these Terms apply shall be governed by the laws of the Grand Duchy of Luxembourg. 

24.2. For Consumers, the choice of Luxembourg law does not deprive the Consumer of protection provided by provisions of the law that cannot be derogated from by agreement and that would otherwise apply in the absence of the choice of law, including applicable mandatory consumer protection provisions of the Consumer's country of habitual residence. 

24.3. For Business Clients, Luxembourg law shall apply unless mandatory applicable law provides otherwise. 

25. Jurisdiction 

25.1. For Business Clients, and subject to any mandatory rules of applicable law, the courts of the Grand Duchy of Luxembourg shall have jurisdiction over disputes arising from or relating to these Terms or a Contract. 

25.2. Nothing in these Terms prevents a Consumer from exercising rights to bring proceedings in a court having jurisdiction under mandatory applicable law. 

25.3. Eurosender will also retain any mandatory rights to bring proceedings against a Consumer only in a court permitted by applicable law. 

26. Language 

26.1. The English version is intended to be the contractual version for the Store, subject to any mandatory language requirements applicable in the country of the Consumer. 

26.2. If a translation is provided for convenience, the English version shall prevail to the extent legally permissible, without affecting mandatory Consumer rights. 

27. Changes to These Terms 

27.1. Eurosender may amend these Terms from time to time, for example to reflect changes to the Store, the Goods, business practices or applicable law. 

27.2. The version of the Terms in force when the Client places an Order will apply to that Order. 

27.3. Changes will not retroactively modify Contracts already concluded unless required or permitted by applicable law. 

28. Severability 

28.1. If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be modified or disregarded only to the extent necessary to make it valid or enforceable. 

28.2. The remaining provisions will remain in full force and effect. 

28.3. This Section does not allow Eurosender to deprive a Consumer of any mandatory statutory right. 

29. Entire Agreement 

29.1. These Terms, together with the information provided during the ordering process, the Order confirmation and any documents expressly incorporated into the Contract, constitute the agreement between Eurosender and the Client concerning the purchase of the Goods. 

29.2. Where mandatory law requires specific pre-contractual information to form part of the Contract, that information will be treated accordingly. 

30. Statutory Consumer Rights 

30.1. Nothing in these Terms affects any rights or remedies that a Consumer has under mandatory applicable law. 

30.2. Where a provision of these Terms conflicts with a mandatory legal provision applicable to a Consumer, the mandatory legal provision will prevail to the extent of the conflict.