Effective date: 8 September 2026
If a product is not as agreed
LALILL GROUP is responsible for goods that do not conform to the sales contract. This includes goods that are faulty, incomplete, different from the description or unsuitable for their normal or agreed purpose. For consumer purchases, statutory responsibility generally covers a lack of conformity revealed within two years of delivery; longer mandatory rights in the consumer’s country remain unaffected.
How to make a complaint
Email contact@lalill.eu. Include your name, order number or other proof of purchase, the product concerned, a clear description of the problem, when it appeared and the remedy you request. Photos can help us assess the case but are not required where they are not necessary.
Return address, when return is requested:
LALILL GROUP SP. Z O.O.
ul. Krzywa 4
64-920 Piła
Poland
Contact us before returning the product so we can arrange an appropriate method. The Seller bears necessary return or collection costs for a justified conformity complaint.
Your remedies
You may request repair or replacement. We may use the alternative remedy only where permitted by law, for example if your choice is impossible or creates disproportionate cost. Repair or replacement is free of charge, within a reasonable time and without significant inconvenience.
You may request an appropriate price reduction or terminate the contract where the statutory conditions are met, including where repair or replacement is impossible, refused, unsuccessful or not completed within a reasonable time. Termination may be unavailable for a minor lack of conformity where the law so provides.
Response and refund
We respond to a consumer complaint within 14 days after receiving it. If a price reduction or termination results in a refund, it is made without undue delay using the original payment method unless another free method is agreed.
Transport damage
If possible, photograph damaged packaging and the product and contact us promptly. This helps us pursue the carrier but does not remove or shorten your statutory rights.
Guarantees
A manufacturer’s or commercial guarantee, where offered, is additional and does not limit your statutory rights against the Seller.