Complaints and Returns
WARRANTY
We provide a 12-month warranty for all our lamps, covering the LED electrical installation (including the light source). In case of any problems with the lamp, in the first place we encourage to submit a statement electronically to: hello@lillyandswan.pl
During the warranty period, we will repair or, if repair proves impossible, replace the above-mentioned elements free of charge. As part of the warranty, we cover the costs of returning the product to client. Fixed lamp will be shipped to the customer within 20 business days from the date of delivery of the defective product to us.
The warranty does not apply in the event of using the lamp in a manner inconsistent with the instructions, in the event of mechanical damage or in the event of any interference with the installation by the customer or a third party other than the manufacturer.
The rights under this warranty do not exclude the right to submit a complaint and the right to withdraw from the contract.
COMPLAINTS
Upon package receipt, we recommend to check whether it has not been damaged during transport. If the package shows external damage, write down a damage report. You may refuse to accept the shipment. Please keep a copy of the damage report and contact us by phone or e-mail.
If the product is not marked as a second-class product - all products in our store are new, without defects. If, after unpacking the package, product turns out to have manufacturing defects or is inconsistent with the contract, please follow the complaint procedure (warranty for defects).
Complaint claims only cover defects that are originally inherent in the product and are not valid in the event of using the lamp in a manner inconsistent with the instructions, in the event of mechanical damage or in the event of any interference with the product by the customer or a third party other than the manufacturer (understood as making changes or repairs).
Complaint should be sent to the e-mail address: hello@lillyandswan.pl or mailing address: Lilly and Swan Małgorzata Ługowska, ul. Startowa 2, 02-248 Warszawa, Poland. The complaint should include data enabling customer identification, the subject of the complaint (a description of the non-compliance with the contract) and demands related to the complaint. We recommend using our complaint form. We will consider the complaint within 14 days from the date of its receipt.
For more information regarding the right to make a complaint, please visit the Terms and Conditions tab.
WITHDRAWAL FROM THE CONTRACT
In accordance with applicable local law, the client who is a consumer may withdraw from the contract without giving a reason within 14 days from the date of receipt of the goods. To withdraw from the contract and return the product purchased from us, it is required to complete the appropriate declaration and send it to our address along with the returned product. Keep in mind to pack all accessories received with the product (including instructions and leaflets).
The returned goods must be new and not show any sign of use. Due to customs duties and additional costs, we do not accept returns from outside the European Union. We do not accept returns that require us to pay any additional fees. Products made to order are not subject to the right of withdrawal.
For more information regarding the right to withdraw from the contract, please visit the Terms and Conditions tab.
ADDRESS FOR RETURNS AND COMPLAINTS
Lilly and Swan Małgorzata Ługowska
ul. Startowa 2
02-248 Warszawa
Poland
The product sent (for any reason mentioned above) should be packed in the original package using all the safeguards included in the order, which are essential for proper lamp protection against damage. If the package elements are damaged during transport or damage during unboxing, you are obliged to secure the lamp in another, equivalent way that will protect the lamp during transport.
In case of any doubts regarding mentioned procedures - contact us by e-mail: hello@lillyandswan.pl or by phone: +48 576 604 874. We will be happy to provide any advice.
Instructions on withdrawal from the contract (download)