Terms and Conditions

General Terms and Conditions

EternalFlame.lu – General Terms and Conditions (GTC)

1. Preamble
Welcome to our website, and thank you for choosing to shop with us! Our aim is to offer a transparent, safe and user-friendly shopping experience.
If you have any questions regarding these Terms and Conditions, the operation of the website, the products, or the purchasing process—or if you have any special requests—please contact us using the details provided below.

2. Company Information
TrueShine S.à r.l.-S
Registered office: 12 rue de Luxembourg, L-7330 Heisdorf, Luxembourg
Website: www.eternalflame.lu
Email: info@eternalflame.lu
Phone: +352 621 170 552
Company Number: 20232433567
VAT Number: LU35057605

3. Hosting Provider
UNAS Online Kft.
Registered office: 9400 Sopron, Kőszegi út 14., Hungary
Email: unas@unas.hu
Website: unas.hu

4. Definitions
(Complete definitions of Goods, Digital Content, Consumer, Contract, Warranty, etc., as previously included.)

Website Use & Ordering Process

5. Use of the Website
The Website allows Users to browse products, access product information, and place online orders. No registration is required for purchasing.
Products are organised into categories, including Promotions and New Arrivals. Users can search by keywords, access detailed product pages, and view product characteristics and pricing.

6. Registration and User Account
Users may shop with or without registration. Registration requires basic contact details and a password.
Users are responsible for:
• keeping login data confidential,
• ensuring that their details are accurate and updated,
• notifying the Seller of any suspected misuse.
Users may request account deletion via email.

7. Ordering Process

Add products to cart.
Review cart contents.
Provide billing and (if applicable) shipping details.
Choose payment and delivery method.
Review order summary.
Finalise order by clicking Place Order.
If any incorrect data is found after submission, Users must notify the Seller within 24 hours.

8. Offer and Contract Formation
Information on the Website does not constitute a binding offer by the Seller. When the User clicks Place Order, they submit a binding offer.
The Seller first sends an automatic confirmation email—this does not constitute acceptance.
The contract is formed when the Seller sends a second email explicitly confirming acceptance of the User’s offer.
If the User does not receive the automatic confirmation within 24 hours or the acceptance email within 48 hours, they are released from their obligations.

Shipping, Payment & Delivery

9. Payment Methods
Currently available: Bank Transfer
• Bank: Post Luxembourg
• IBAN: LU77 1111 7560 6547 0000
• SWIFT/BIC: CCPLLULL
Orders are processed after full payment is received.

10. Shipping Methods

Personal Pickup
Free of charge. Pickup details will be provided after the order is prepared.
Post Luxembourg Courier Service
Delivery fees and expected delivery times appear at checkout.
If delivery fails due to Customer inaction or incorrect address, Post Luxembourg’s redelivery and pickup rules apply.

11. Non-Acceptance of the Parcel (Luxembourg Law)
Under Luxembourg law, once a contract is formed, Consumers must:
• pay the purchase price,
• accept delivery,
• cooperate in the fulfillment.
Failure to accept the parcel without exercising the right of withdrawal constitutes a breach of contract.
The Seller may:

terminate the contract immediately, and/or
charge all resulting costs: delivery, return shipping, handling, repeated attempts.
If the Customer fails to accept parcels on two previous occasions, the Seller may require full prepayment for future orders.
The Seller may withhold delivery until full payment—including any bank fee differences—is received.

Consumer Rights

12. Right of Withdrawal (Luxembourg & EU Law)
Consumers have the right to withdraw from the contract within 14 days without giving any reason.
Full details of the withdrawal procedure, refund rules, exceptions (including hygiene-sensitive products), and return obligations are included.

13. Product Warranty & Legal Guarantee
Under Luxembourg law (Law of 20 April 2021), Consumers benefit from a 2-year legal guarantee.
Includes:
• conformity requirements,
• repair/replacement rights,
• price reduction or contract termination,
• exclusions,
• burden of proof rules.

14. Liability
The Seller is not liable for damages resulting from improper or non-intended use. Consumers must use products according to instructions.

Additional Provisions

15. Loyalty Programme
Registered Users automatically participate; points accumulate based on spending and may be redeemed under the stated terms.

16. Complaint Handling Procedure
Complaints may be submitted to:
info@eternalflame.lu
The Seller responds within a reasonable timeframe and according to Luxembourg consumer dispute rules.

17. Privacy Policy
Provided in a separate document.

18. Cookie Policy
Provided in a separate document.

19. Final Provisions
These Terms are governed by the laws of Luxembourg. Disputes fall under the exclusive jurisdiction of Luxembourg courts.
The Seller reserves the right to update these Terms, with changes applying only to future orders.

1. Introduction
This Privacy Policy explains how TrueShine S.à r.l.-S ("we", "us", "our") collects, uses, stores, and protects your personal data when you use our website www.eternalflame.lu or purchase our products.
We are committed to full compliance with the General Data Protection Regulation (GDPR) and applicable Luxembourg data protection laws.
By using our website, you accept this Privacy Policy.

2. Data Controller
TrueShine S.à r.l.-S
12 rue de Luxembourg, L-7330 Heisdorf, Luxembourg
Email: info@eternalflame.lu
Phone: +352 621 170 552

3. Personal Data We Collect
We may collect the following categories of personal data:
a) Data provided during purchase or account registration
• Name
• Email address
• Phone number
• Billing and shipping address
• Order details
• Payment identifiers (we do NOT store complete bank card details)

b) Automatically collected data
• IP address
• Browser type, version, and device type
• Pages visited and time spent
• Cookies and tracking technologies

c) Communication data
• Emails or messages sent to customer service
• Enquiries submitted via forms

4. Purpose of Data Processing
We process your personal data for the following purposes:
• To process and deliver your orders
• To manage your online account
• To provide customer service and respond to enquiries
• To send order confirmations and updates
• To comply with legal obligations (invoicing, tax compliance)
• To improve website performance and user experience
• To ensure website security and prevent fraud or misuse

5. Legal Basis for Processing (GDPR)
Your personal data is processed on the following legal grounds:
• Contract performance (Art. 6(1)(b)) – to fulfill your order
• Legal obligation (Art. 6(1)(c)) – accounting, taxation
• Legitimate interest (Art. 6(1)(f)) – service improvement and security
• Consent (Art. 6(1)(a)) – for cookies or newsletters

6. Data Retention
We retain your data only for as long as necessary:
• Order and invoicing data: 10 years (Luxembourg tax law)
• User account data: until account deletion
• Cookies: according to cookie lifespan
• Customer support messages: typically 2 years

7. Data Sharing
We may share personal data with the following partners:
• UNAS Online Kft. – website hosting provider
• Post Luxembourg – delivery services
• IT, analytics, and security partners
• Payment processors (minimal transaction details only)
• Authorities when required by law
We do not sell or rent your personal data.

8. International Data Transfers
Your data is stored within the European Union. No international transfers occur unless GDPR-compliant safeguards (e.g., Standard Contractual Clauses) are in place.

9. Your Rights Under GDPR
You have the right to:
• Access your personal data
• Request correction of incorrect or incomplete data
• Request deletion ("right to be forgotten")
• Restrict processing
• Object to processing
• Request data portability
• Withdraw consent at any time
• File a complaint with the Commission Nationale pour la Protection des Données (CNPD) in Luxembourg
To exercise these rights, contact us at info@eternalflame.lu.

10. Data Security Measures
We use technical and organisational measures to protect your data against:
• Loss or accidental destruction
• Unauthorised access
• Unlawful alteration
• Theft or misuse
These include encrypted communication, restricted access, secure servers, and regular monitoring.

11. Automated Decision-Making
We do not use automated decision-making or profiling that produces legal effects for the Customer.

12. Updates to This Privacy Policy
We may revise this Privacy Policy to comply with legal changes or improve clarity. Updates apply only to future usage.

Last updated: November 22, 2025