We can accept complaints in the following cases:

• You have not received the ordered products. In this case, you can return your package in its original packaging and undamaged, and after receipt and inspection of the integrity, we will refund the purchase price and the postage incurred.

• You are not satisfied with the product quality. In this case, you can return your package in its original packaging and undamaged at your own expense, and after receipt and inspection of the integrity, we will refund the purchase price. If the dissatisfaction with the product is due to a real quality defect, we will also refund the shipping costs or in such a case, you can request the replacement and re-delivery of the product(s), in which case we will pay the shipping costs. A time-stamped photo is taken of every product prepared for delivery to document the quality and integrity of the product!

At LILIUM, we do everything we can to ensure that our products are delivered undamaged, in secure packaging, with fragile markings. If the product is damaged during transport, the responsibility lies with the shipping partner. If you notice damage or dents on the outer packaging upon receipt of the package, a report must be made with the courier and the shipping company's complaint procedure must be followed.

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In the case of a contractual customer, we act according to the terms and conditions set out in the individual contract concluded in advance.