PURCHASE CONDITIONS

Find all the information regarding your shipments, returns, and guarantees. Knowledge is power!

Take a look at our purchase conditions and shop with maximum confidence and peace of mind.

These General Conditions – hereinafter referred to as GTC – govern the purchasing conditions for various products offered on our website: Lilisoon.com.

Users making purchases on www.lilisoon.com fully accept these GTC and will be bound by them as if they were written at the time of contract/purchase.
It is essential to read and accept the GTC before purchasing a product on www.lilisoon.com.

LILISOON reserves the right to modify the GTC at any time and without prior notice. The GTC will always be accessible from the website, allowing the user to consult or print them at any time.

Prices and sales conditions are provided for information purposes only and may be modified depending on market fluctuations. However, placing an order by completing the purchase form implies acceptance of the proposed price and the GTC in force at that specific moment. Once the order is formalized, the purchase will be considered fully completed, with all the legal guarantees protecting the consumer. From that moment, prices and conditions will have a contractual nature and cannot be modified without the express agreement of both contracting parties.

The languages used to formalize the contract will be Spanish, French, English, German, Italian, or Portuguese. The electronic document formalizing the contract will be archived, and the user will have access to it in their customer area. Conditions revised on September 30, 2023.

LILISOON reserves the right to refuse and/or suspend access to services provided on www.lilisoon.com due to violations of good contractual faith, applicable law, these GTC, and/or detected fraud by this company and/or one of its suppliers.

1. PAYMENT METHODS

Payment methods available on LILISOON are credit card, PayPal, and bank transfer. Accepted credit cards include Visa, MasterCard, and American Express.
All credit cardholders are subject to validation and authorization checks by the card issuer.

Orders can be paid in euros.

2. SECURITY OF PAYMENT OPERATIONS

LILISOON guarantees that the personal data collected will be transmitted in a secure environment and used with the utmost confidentiality.
In the fight against internet fraud, the Buyer’s Order data may be communicated to third parties authorized by law or designated by LILISOON solely to verify the Buyer's identity, the validity of the Order, the payment method used, and the planned delivery.
Once this verification is completed, LILISOON reserves the right to request a copy of the Buyer's identification and/or any other information related to their identity. The Buyer has rights granted by personal data protection regulations, as defined in the Privacy Policy.

3. DELIVERIES

Delivery times depend on each product's availability and are indicated on each product page. Orders containing multiple items will be shipped at once.
Delivery times vary between 1 and 3 days for deliveries in Spain/Portugal and between 1 and 12 days for other European Union countries. Although these times cannot be guaranteed, we strive to comply with them as closely as possible in collaboration with our carriers. In rural areas far from urban centers, 24-hour delivery cannot be guaranteed.

Orders are shipped after payment confirmation. Outgoing orders are also subject to control parameters based on the number of items.

3.1 Orders with 1 to 3 lines, up to a maximum of 48 items
We generally ship all orders confirmed before 5 p.m. For orders from European Union countries, orders confirmed before 12 p.m. are shipped the same day.

3.2 Orders with 4 to 8 lines, up to a maximum of 290 items
We generally ship orders confirmed before 5 p.m. to Spain and Portugal, but we do not guarantee shipments on busy days, such as Christmas, Black Friday, Valentine's Day, and the first weekends of each month.

3.3 Orders with 9 to 300 lines, up to a maximum of 1,400 items
Orders are generally shipped within 24 to 72 hours. These special orders are subject to careful control to prevent any damage during transport.

4. LOGISTICS AGENCY RECEPTION

LILISOON has product scanning systems and triple-checked control of outgoing shipments. LILISOON is not responsible for damaged shipments received by the recipient. The recipient must refuse any shipment showing signs of tampering by the logistics agency. LILISOON guarantees an exit control system with packaging methods that enable item traceability, ensuring they are in perfect condition for delivery.

5. MANDATORY PROCEDURES FOR DAMAGED PACKAGES

If an incident is detected in the presence of the transport company:

• Refuse the delivery and clearly explain the incident in detail.

• Indicate the reason for refusal to the transport company’s customer service.

If an incident is detected outside the presence of the transport company:

Contact LILISOON customer service by email at contact@lilisoon.com.
Claims must be made as soon as possible, and in any case, within 2 working days from the product's delivery.

6. CUSTOMER SERVICE / MEDIATION SERVICE

For additional information, questions about an order or return, or complaints about an order, please contact LILISOON customer service by email at contact@lilisoon.com. Requests are processed during business hours, Monday to Friday, from 9:30 a.m. to 6:00 p.m.

7. CANCELLATIONS

In accordance with current legislation, you can terminate the contract within 14 calendar days of receiving the goods without providing any justification or incurring penalties. The right of withdrawal does not apply to certain types of goods for reasons of hygiene, personalization, or rapid use.

8. RETURN CONDITIONS

Returning products accompanied by gifts or in a promotional package must be complete (full pack or item + gift). Only returns of unsealed and perfect-condition items will be accepted within 14 calendar days of receipt. Returns of blister-packed or heat-sealed products are not accepted.

9. WARRANTIES

The warranty does not cover defects caused by improper use. Excluded from the warranty are: defects caused by external events, electrical accidents, wear and tear, or use not in accordance with LILISOON instructions.

10. ORDER CANCELLATIONS

To cancel an order, you can do so via your control panel in the “My Orders” section. If the option is not available, send an email to contact@lilisoon.com.

11. CREDITS

Bonus balance from cumulative purchases cannot be reimbursed; it is only usable for future purchases on www.lilisoon.com.

12. PRICES / MINIMUM ADVERTISED PRICES (MAP)

To prevent unfair competition, LILISOON’s official brands cannot display a price lower than 20% off the recommended retail price. LILISOON uses price monitoring tools, analyzed continuously.

13. DISPUTE RESOLUTION

Online resolution of consumer disputes in accordance with Art. 14.1 of Regulation (EU) 524/2013: The European Commission provides an online dispute resolution platform, available here.

14. ONLINE TRUST

The parties submit to the courts and tribunals of the user's residence, waiving any other jurisdiction, for the resolution of disputes.

We also remind you that you can access the European Union’s online dispute resolution platform by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.

General terms and conditions updated in July 2023.