Our Warranty Terms
Thank you for considering our products. We take great pride in producing high-quality items, and our warranty terms reflect that commitment.
While the details may not be the most exciting read, they are important, and we want to ensure that you are fully informed about your purchase.
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The Forever Pillow and the Forever Topper
3-year warranty
We provide a 3-year warranty on the shape retention and durability of the core materials for the Lilia Forever Pillow and the Forever Topper, starting from the invoice date.
If there are any material or manufacturing defects in your product during the warranty period, we, the manufacturer, will provide free repair or replacement of the product with an equivalent item, at our discretion.
What does our warranty cover?
We take pride in crafting our products to the highest quality standards and aim to prevent any material or manufacturing defects. Nonetheless, in the unlikely event that any defects arise, we are always ready to assist. Our warranty covers cracks, dents, or damage to the foam that occur despite proper and appropriate use, as well as wear and tear on the zip.
What is excluded from our warranty?
Our warranty does not cover damages caused by mishandling or inadequate/incorrect care.
Moreover, it excludes personal comfort preferences, external factors such as cuts, burns, tears, liquids, or stains, replacement of non-damaged parts of the Forever Pillow, products not sold by an authorized retailer or sold as used items, and normal wear and tear due to intended use.
Furthermore, the warranty does not apply if unauthorized persons make repairs or alterations, or if the product is fitted with replacement parts or accessories that are not original and cause a defect.
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How to claim our warranty
To ensure the smooth processing of your warranty claim, we request that you provide the appropriate photographic material for the affected product.
In order for the warranty provider to examine the warranty claim, you must provide the affected product (e.g. by sending it to us). Please ensure the product is securely packaged to avoid damage during transport.
Please attach a copy of the invoice so the warranty provider (us!) can verify compliance with the warranty period. Without a copy of the invoice, the warranty provider cannot accept the warranty claim.
Please contact us first in case of warranty claims at:
customers@lilia-sleep.com
Lilia Unipessoal LDA
Avenida Almirante Gago Coutinho N 96
1700 -031 Lisboa
Portugal
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Other important information
We will refund you reasonable shipping costs related to your warranty claim.
If our products have defects, we'll either replace them or provide a full refund, as outlined in our terms and conditions. Our warranty doesn't restrict your legal rights in case of defects, such as subsequent performance, withdrawal or reduction, and damages. You can use our warranty for free, and it actually adds to your legal position because your legal rights remain in addition to it.