For buyers

Who sells

FACTOTUM provides the marketplace; the sales contract is made with the seller. Every listing states whether the seller is a private person or a business.

Prices

All prices include VAT. Each seller’s delivery cost is shown separately before payment. If a price changes after you add an item, the basket shows the new price; nothing is charged without your knowledge.

Legal basis: Dir. 98/6/EC; Dir. 2011/83/EU art. 6; Luxembourg Consumer Code L.112-1

Order and payment

One basket, one payment, but a separate order per seller. Payment is processed by Stripe. Money is released to the seller only after you confirm receipt or the period ends without a reported problem.

Confirming receipt

With tracking, receipt counts as confirmed 3 days after delivery; without tracking, 7 days after the promised date but not earlier than 14 days after dispatch. You get a reminder the day before. A reported problem stops the clock. Your legal rights remain unaffected.

14-day right of withdrawal

With a professional seller you may withdraw without giving a reason within 14 days of receipt. The seller refunds you within 14 days, including standard delivery; they may wait until the item is back. You bear the direct return cost if the seller told you so beforehand. Exceptions: goods made to your specifications or clearly personalised, perishable goods, sealed hygiene goods once unsealed.

Legal basis: Dir. 2011/83/EU arts 9–16; Luxembourg Consumer Code L.222-9 to L.222-11

Legal guarantee

A professional seller is liable for 2 years for defects present at delivery, including made-to-order pieces. You may ask for repair or replacement, otherwise a price reduction or ending the contract.

Legal basis: Dir. (EU) 2019/771 arts 10–16; Luxembourg Consumer Code L.212-1 ff.

Private sellers

Between private persons, consumer rights (withdrawal, 2-year guarantee) do not apply. The item must still match its description; if not, report a problem and we step in.

Legal basis: Dir. 2011/83/EU art. 6a; Luxembourg Civil Code arts 1603, 1641

Problems and disputes

Write to the seller first: they answer within 3 working days. If there is no solution, involve FACTOTUM support; the money stays blocked until a reasoned decision. You may also turn to the Médiateur de la consommation or ECC Luxembourg, or go to court.

Legal basis: Reg. (EU) 2022/2065 arts 20–21; Luxembourg Consumer Code L.421-1 ff.

Reviews and reports

Only a buyer who received the order can leave a review. Anyone can report an illegal or dangerous item; we review the report, decide with reasons and tell you the outcome.

Legal basis: Dir. 2005/29/EC art. 7(6); Reg. (EU) 2022/2065 arts 16–17

Your data

The seller receives only what delivery requires: name, address and contact. Details in the privacy policy.

Legal basis: Reg. (EU) 2016/679 arts 5 and 6