1.1

“Provider” within the meaning of the following terms and conditions isLILLYDOO GmbHHanauer Landstraße 147-14960314 Frankfurt am MainPhone: +49 (0) 69 - 643 57 420E-Mail: service@lillydoo.deEingetragen at the register court at the AG Frankfurt/Main: HRB 101542USt.-ID-No.: DE299444504- hereinafter referred to as ‘Provider’ or ‘LILLYDOO GmbH’.

1.2

This contract regulates the sale of new goods from the supplier using distance selling communication media. For details of the respective offer, please refer to the product description on the offer page.

1.3

The offer is aimed exclusively at “consumers” within the meaning of §13 BGB, i.e. natural persons who enter into business relations with LILLYDOO GmbH without this being attributable to their commercial or independent professional activity.

2.1

A customer account is required to order via the online store or the app. For this purpose, the user must first register free of charge with a valid e-mail address belonging to the user and a password chosen by the user. As part of the registration process, LILLYDOO GmbH will send a confirmation email and set up a customer account; if orders cannot be placed via the app, the user will be referred to the German websites of LILLYDOO GmbH, where they can use the respective online store for their orders.

2.2

The customer then has the option of managing and updating their customer data, such as delivery address and, if applicable, their orders/subscriptions, in their customer account, and the user is obliged to keep their customer and payment data up to date at all times.

2.3

The ordering process comprises the following steps:

First, the customer makes a non-binding selection and places the item in the shopping cart in the desired specification (size, color, quantity). Once the customer has completed the selection and wishes to order the items from the shopping cart, he or she clicks on the “Checkout” button (or similarly labeled).The customer is then asked to enter the delivery address or confirm the data from the customer account and select the payment method.Finally, the customer is given an overview of the key features on the checkout page. Here the selection can be checked again and the order confirmed by pressing the button “order with costs” (or a comparable clear marking).

This offers LILLYDOO GmbH the conclusion of a purchase contract. confirmation e-mail from LILLYDOO GmbH that the order has been received. The customer can correct errors in the input during the order process. To do this, simply follow the “back” button (or a comparable clear marking).

The offers displayed initially represent a non-binding invitation by LILLYDOO GmbH to the customer to submit an offer. By confirming their order by clicking the “Buy now” button (or a comparable unambiguous marking), the customer submits such an offer.
A legally binding contract is only concluded when LILLYDOO GmbH either sends an order confirmation or the goods are received by the customer within 2 weeks of the order.
The acceptance of the offer is at the sole discretion of the provider.
The provider keeps these terms and conditions and the other contractual provisions with the data of the respective order available for retrieval during the ordering process. The customer can easily archive this information there by downloading the terms and conditions and saving the data summarized in the order process in the online store using the functions of his browser. Otherwise, he can wait for the automatic order confirmation, which is sent to the e-mail address provided by him after the order has been completed. This order confirmation e-mail contains the order data again and can be easily printed or saved using the e-mail program.
The contract text is stored by the provider, but for security reasons it cannot be accessed directly by the customer. LILLYDOO GmbH offers a password-protected login area for each customer. Here, after registering, the customer can manage their data and view order details. The terms and conditions in the version valid for new contracts can be found on our website.

If the subject of the contract is recurring/long-term services (subscription), the contract is concluded for an indefinite period. Each contracting party has the right to terminate such a contract with a notice period of 6 working days (Monday to Friday) to the next delivery date without giving reasons. The right to extraordinary termination for good cause, in particular repeated breach of the main contractual obligations, remains unaffected.

The contract can be terminated in the customer account using the termination function or in writing (by post or email).

The delivered goods remain the property of LILLYDOO GmbH until full payment has been received.

6.1

All prices are final prices and include the statutory sales tax.
Our subscription offer and the prices for it may occasionally change due to rising costs to cover LILLYDOO GmbH's operating expenses. For example, a price change may be required due to increased purchase prices. To determine the price, both an increase and a decrease in costs are taken into account in advance by means of internal billing. However, any changes of this kind to the customer will only take effect at the next billing period after the notification of the change(s) to the customer and will be announced in writing in good time beforehand. The same applies to a price reduction that benefits the customer.

6.2

The customer can view the shipping costs for delivery within Germany during the ordering process.
LILLYDOO GmbH covers the shipping costs for the LILLYDOO brand within Germany for orders over €27.00.
LILLYDOO GmbH covers the shipping costs for the Vivoy brand within Germany for orders over €25.00.
In the case of partial deliveries, any flat rate is only charged once.

6.3

If a statutory right of withdrawal pursuant to Clause 11 exists and is exercised, the customer shall, in accordance with Section 357 (6) sentence 1 of the German Civil Code (BGB), generally bear the costs of returning the goods. However, LILLYDOO GmbH will cover these return costs if the withdrawing customer uses the return label provided by LILLYDOO GmbH and thereby engages the parcel service provider specified on the label. Such a return label is provided by LILLYDOO GmbH for each order and can be requested from customer service at service@lillydoo.de.

7. Payments

Payment processing for purchase on account and SEPA direct debit is carried out via the payment service provider PAYONE (www.bspayone.com, BSPAYONE GmbH, Fraunhoferstr. 2–4, 24118
Kiel, Germany).

Payment processing for credit card payments is carried out via the payment service provider Stripe (Stripe Payments Europe, Limited (SPEL), 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, D02 H210,
Ireland).

Payment processing for PayPal payments is carried out directly through PayPal (PayPal (Europe) S.à.r.l. & Cie, S.C.A., 5th Floor,
22–24 Boulevard Royal, L-2449 Luxembourg).

When using an escrow or payment service provider, it enables LILLYDOO GmbH and the customer to process payments between them. The payment service provider forwards the customer’s payment to LILLYDOO GmbH. Further details can be found on the respective service provider’s website.

Customers have the following payment options:

PayPal

Credit card

Purchase on account

SEPA direct debit

LILLYDOO GmbH reserves the right to offer additional payment methods or restrict the available options in individual cases. Some payment methods may only be available depending on the order value, the customer’s credit rating, or order history.

 7.1 Payment via PayPal

LILLYDOO GmbH accepts payments credited to its PayPal account. This is done in full settlement (§ 364 II BGB).

The provider is PayPal (Europe) S.à.r.l. & Cie, S.C.A., 5th Floor, 22–24 Boulevard Royal, L-2449 Luxembourg. The contractual
relationship between PayPal and its customers is governed exclusively by
PayPal’s terms of use.

For payments made via PayPal, the charge is made immediately upon completion of the order (“Capture First”), and therefore before processing and dispatch of the goods.

7.2 Payment by Credit Card (via Shopify Payments)

LILLYDOO GmbH accepts credit card payments (e.g., Visa, MasterCard, American Express) through Shopify Payments.

The provider is Shopify International Ltd., 2nd Floor, Victoria Buildings, 1–2 Haddington Road, Dublin 4, D04 XN32, Ireland.

Technical payment processing is handled by Stripe Payments Europe, Limited (SPEL), 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, D02 H210, Ireland.

For payments made by credit card via Shopify Payments, the charge is made immediately upon completion of the order (“Capture First”), and therefore before processing and dispatch of the goods.

7.3 Payment by Invoice (Purchase on Account)

In the case of purchase on account, the claim is assigned to Bank Frick & Co. AG (hereinafter “Bank”).

Purchase on account is only available to customers aged 18 and over. Customers of LILLYDOO GmbH may use this payment method to purchase goods from one of LILLYDOO GmbH’s German online shops and are only required to pay the invoice after receiving both the goods and the invoice.

The purchase contract for the goods is concluded exclusively between the customer and LILLYDOO GmbH. The handling of the purchase contract is also governed by the agreements made between the customer and LILLYDOO GmbH. LILLYDOO GmbH remains responsible for general customer inquiries (e.g., about goods, delivery time, shipping), returns, complaints, warranty claims, any contract withdrawals, and credit notes.

To process a purchase on account, LILLYDOO GmbH assigns its claim for payment of the purchase price to the Bank. The customer is hereby informed of this assignment of claims. All payments must be made exclusively to the Bank to the account provided for this purpose in order to discharge the debt. Ownership of the goods remains with the Bank until payment has been made in full.

Purchase on account is subject to a successful credit check by the Bank. The technical and credit check services for LILLYDOO GmbH are provided by payolution GmbH (www.payolution.com).

If purchase on account is agreed, LILLYDOO GmbH will send the customer an invoice that is due for payment within 14 days from the invoice date, but not before receipt of the invoice and without deduction.

If payment is not made by the due date, the customer will be in default without a separate reminder. In this case, LILLYDOO GmbH is entitled to charge statutory default interest.

Processing is carried out via the payment service provider PAYONE (BSPAYONE GmbH, Fraunhoferstr. 2–4, 24118 Kiel, Germany).

For payments by invoice, the amount becomes due immediately upon completion of the order (“Capture First”), and is therefore invoiced before processing and dispatch of the goods.

The full terms and conditions for purchase on account can be viewed separately.

7.4 SEPA Direct Debit

If payment by SEPA direct debit is agreed:

By accepting these Terms and Conditions, the customer authorizes LILLYDOO GmbH and its payment service provider, after a successful credit check, to collect payments from their account by direct debit. At the
same time, the customer instructs their bank to honor the direct debits drawn by the payment recipient.

The account will be debited once the goods are ready for dispatch and handed over to the shipping service provider.

The customer confirms that they are authorized to issue a SEPA direct debit mandate for the account specified during the order process and must ensure sufficient funds are available. The customer shall bear the costs of any chargebacks they are responsible for.

In the event of withdrawal, cancellation, return, or complaint, the customer agrees not to dispute the SEPA direct debit, to avoid
unnecessary effort and costs. The amount to be refunded will be re-credited to the account originally debited, or a credit note will be issued if agreed otherwise.

LILLYDOO GmbH assigns its claim against the customer to Bank Frick & Co. AG, Landstrasse 14, 9496 Balzers, Liechtenstein.

By placing the order and accepting these terms, the customer issues the following SEPA direct debit mandate to:

Account holder (debited account): as specified by the customer in the order process

Creditor name: Bank Frick & Co. AG

Creditor ID: DE87ZZZ00000019937

Mandate reference: provided upon request

SEPA Direct Debit Mandate

“I authorize Bank Frick & Co. AG to collect payments from my account by direct debit. At the same time, I instruct my bank to honor
the direct debits drawn by Bank Frick & Co. AG.”

Note: I may request reimbursement of the debited amount within eight weeks, starting from the debit date. The conditions agreed
with my bank apply.

Payment processing is also carried out via the payment service provider PAYONE (BSPAYONE GmbH, Fraunhoferstr. 2–4, 24118 Kiel, Germany).

For SEPA direct debit payments, the debit takes place immediately upon completion of the order (“Capture First”), and therefore before processing and dispatch of the goods.

 

7.5 Warning: Consequences of Non-Payment

In the event of late payment for purchase on account, SEPA direct debit, or PayPal, default interest at the agreed rate and costs for
appropriate reminders will be charged.

If internal collection efforts fail, the Bank may transfer the outstanding claim to a collection agency. In this case, the customer may
incur additional costs for legal enforcement by the collection agency or legal
representation.

7.6 Recurring or Ongoing Services (Subscription)

If the contract involves recurring or ongoing services (subscription), LILLYDOO GmbH and/or its payment service provider stores the customer’s payment data required for recurring charges (e.g., credit card
number).

These data are used exclusively to charge the chosen payment method with the recurring purchase price, which depends on the products selected in the subscription.

The customer agrees to such data storage and recurring payment processing.

Delivery within Germany takes place in 1-3 business days.

The period for delivery begins with payment in advance on the day after the payment order is issued to the transferring bank or for other payment methods on the day after the contract is concluded and ends with the expiry of the last day of the period. If the last day of the period falls on a Saturday, Sunday or a public holiday at the place of delivery, the next business day shall take the place of such a day.
If the product description indicates a different delivery period, or if the customer selects a delivery time, the information in the product description or the customer's selection shall apply to the delivery period.

LILLYDOO will inform the customer immediately if delivery delays occur.

If the provider is not responsible for a permanent obstacle to delivery, in particular force majeure or non-delivery by its own suppliers, although a corresponding covering transaction was carried out in good time, the provider has the right to withdraw from a contract with the customer in this respect. The customer will be informed of this immediately and any services received, in particular payments, will be refunded immediately.

The customer has a statutory right to claim for defects in the services offered.

10.1

LILLYDOO GmbH reserves the right to offer one or more “Invite a Friend” or other customer loyalty programs at various times and under different conditions. Customers have no entitlement to participate.

The bonus amount credited to the referrer depends on the current conditions of the “Invite a Friend” program at the time the referred customer places their order.

Participation in the “Invite a Friend” program allows registered users to refer up to five new friends. The referred person receives
a personal code via a link, which can be stored in their user account and redeemed during checkout.

If the referred person does not cancel or return their order within 30 days, the referrer will receive an email containing their own code for redemption.

This code must be manually applied to the referrer’s active subscription in their customer account. Once successfully entered, the credit will be applied to the next possible delivery.

LILLYDOO GmbH reserves the right to terminate the program at any time, even prematurely. Credits already earned remain valid.

Credits not redeemed by the subscriber will expire — subject to other program terms — at the end of the third calendar year following the year in which they were earned.

If the customer cancels their subscription, all existing credits immediately lose their validity and value. Transfer to third parties,
cash payouts, or other uses are strictly excluded.

The customer may share their personal referral code with friends or publish it on their private website, blog, Facebook, or Twitter profile.

Publication on commercial or third-party platforms, particularly coupon sites, deal blogs, or forums, is strictly prohibited.

If such sharing occurs, LILLYDOO GmbH is entitled to block these codes and invalidate any resulting credits without compensation.

10.2

LILLYDOO GmbH also reserves the right to offer one or more voucher programs at different times and under different conditions. The individual customer has no right to receive such vouchers.

The value of the vouchers depends on the current conditions of the voucher program at the time of issue.

Vouchers are subject to an expiry period, which is noted on the respective voucher. However, vouchers expire at the latest at the end of the third calendar year after the voucher is issued.

Unless otherwise specified in the voucher terms and conditions, the following conditions apply:

1. Vouchers are not transferable.
2. Vouchers are generally only valid for new customers.
3. The voucher must be redeemed at the time of the order. It is not possible to apply vouchers retrospectively.

(4) Vouchers cannot be combined with a possible credit balance.

10.3

The LILLYDOO+ loyalty program is a way for LILLYDOO to reward and thank loyal customers. Subject to the following conditions, the customer participates in a milestone-based loyalty journey during an active LILLYDOO+ diaper subscription.

Participation in the LILLYDOO+ loyalty program is automatic. Separate registration is not required.

For each subscription box sent to the customer during an active LILLYDOO+ diaper subscription and not subsequently reversed, the customer receives one credit (expressed as boxes within the milestone journey) for the LILLYDOO+ loyalty program. The relevant factor for the credit is the shipment of the respective subscription box. Individual purchases, shipping costs, and other services outside of the subscription do not generate progress in the program unless LILLYDOO explicitly states otherwise.

Upon reaching the milestones defined in the current loyalty program, the customer will receive the benefit assigned to the respective milestone. Benefits within the meaning of this provision may include, in particular, physical rewards, discounts, or other benefits specified by LILLYDOO. The current milestones and benefits are displayed in the customer account. If a benefit assigned to a reached milestone is no longer available at the time of redemption, LILLYDOO will provide the customer with an appropriate replacement of at least equivalent economic value or an equivalent alternative benefit.

In the event of withdrawal, cancellation, return, chargeback, payment failure, or other reversal of an order, LILLYDOO is entitled to adjust the loyalty program progress to the extent that the underlying order is economically reversed. In the event of justified suspicion of misuse or fraudulent activity, LILLYDOO is also entitled to temporarily block or adjust loyalty program progress and unredeemed benefits to the extent reasonably justified.

Participation in the LILLYDOO+ loyalty program is free of charge. Progress within the program, milestone boxes, and benefits granted under the program have no cash value. They are personal and cannot be sold, transferred, assigned, pledged, or otherwise passed on to third parties.

LILLYDOO is entitled to amend the loyalty program for future subscription boxes with effect for the future, provided there is a legitimate reason. A legitimate reason exists in particular in the event of changes to legal or regulatory requirements, changes in technical conditions, changes in supply or procurement situations, prevention of misuse, or further development of the program. Milestones already reached within the milestone journey and entitlements to benefits already acquired remain unaffected.

Customers will be informed of changes to the loyalty program in due time in text form. Changes shall apply only to subscription boxes shipped after the changes take effect.

LILLYDOO is entitled to discontinue the loyalty program with reasonable notice for the future. In such case, milestones already reached and entitlements to benefits already acquired may be redeemed for a period of three months after the discontinuation takes effect, unless legal reasons or cases of misuse prevent this.

In the case of conversion from the previous points system to the new milestone-based loyalty program, any unused points will be converted once into progress within the new program. The conversion takes place at a ratio of 250 points per box. Remaining points that cannot be fully converted will not expire without replacement but will continue to be considered under the previous system until the technical transition is completed, provided LILLYDOO has provided a redemption option for them.

If LILLYDOO has communicated a deadline for redeeming previously accumulated points in the former Club Shop prior to the transition, this communication remains unaffected. After the expiry of such a deadline, the further handling of unredeemed points shall be governed exclusively by the conversion rule stated above.

The new LILLYDOO+ loyalty program is intended exclusively for orders in household quantities. Orders, deliveries, or use of the program in quantities exceeding the normal needs of a private household, as well as orders placed for resale or any commercial or business-related redistribution, are excluded from participation in the loyalty program. In such cases, LILLYDOO is entitled to refuse participation in the program and to withhold progress or cancel already credited but not yet redeemed progress and benefits, provided there are concrete indications of a breach. Already redeemed benefits remain unaffected unless there is evidence of misuse or other breach of duty.

10.4

LILLYDOO GmbH reserves the right to offer test packages. The customer has no right to a free test package.
To order a test package, the customer selects the desired product from the products available as a test package in the app or in the online store and adds it to the shopping cart. The order process is as described in section 2.
The trial package automatically turns into a paid subscription. The start of the subscription is indicated to the customer when ordering the trial package. The subscription can be configured via the online store. It can be canceled before delivery of the first chargeable delivery in accordance with section 4.

As a consumer, the customer has a statutory right of withdrawal. In addition, LILLYDOO GmbH grants a voluntary 60-day return policy in accordance with Clause 12. The voluntary return policy does not affect the statutory right of withdrawal.

CANCELLATION POLICY

CANCELLATION RIGHT

The customer has the right to revoke this contract within 14 days without stating any reasons. The revocation period is 14 days with effect from the day,(1) in the case of a sales contract:...
on which the customer or a third party nominated by him, which is not the carrier, took possession of the goods.(2) in the case of a contract for several goods, which the consumer ordered within the scope of a standard order and which are delivered separately
...
on which the customer or a third party named by him, who is not the carrier, has taken possession of the last item. (3) In the case of a contract for the delivery of goods in several partial shipments or pieces
...
on which the customer or a third party named by him, who is not the carrier, has taken possession of the last partial shipment or the last item. (4) In the case of a contract for the regular delivery of goods over a specified period of time:...
on which the customer or a third party named by him, who is not the carrier, has taken possession of the first goods. (5) In the case of a purchase contract for a gift voucher
...
on which the customer or a third party named by the customer received the voucher by email. If several alternatives coincide, the last point in time is decisive. To exercise the right of withdrawal, the customer must contact LILLYDOO GmbH (LILLYDOO GmbH, Hanauer Landstraße 147-149, 60 314 Frankfurt/Main, email: service@lillydoo.de, phone: +49 (0) 69 - 643 57 420) by means of a clear declaration (e.g. a letter sent by post or email) of their decision to withdraw from this contract The attached model withdrawal form can be used for this purpose, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for the notification concerning the exercise of the right of withdrawal to be sent before the withdrawal period has expired.

CONSEQUENCES OF WITHDRAWAL

If the customer withdraws from this contract, LILLYDOO GmbH shall reimburse all payments received from the customer, including delivery costs (with the exception of additional costs resulting from the customer choosing a different delivery than the low-cost standard delivery offered by LILLYDOO GmbH), without undue delay and no later than 14 days from the date on which LILLYDOO GmbH receives notification of the cancellation of this contract. For this repayment, LILLYDOO GmbH uses the same means of payment that was used for the original transaction, unless expressly agreed otherwise with the customer; in no case will the customer be charged for this repayment. LILLYDOO GmbH can refuse repayment until the goods have been returned or until the customer has provided proof that he has returned the goods, whichever is earlier. If the customer has purchased a gift voucher and wishes to revoke this purchase, he must provide compensation for the amount already redeemed up to the point at which he exercises his right of revocation The remaining amount of the gift voucher will be refunded to the customer's payment method. If the customer has not redeemed the gift voucher at all and exercises his right of withdrawal, the full value of the voucher will be refunded. The customer must return the goods immediately and in any case no later than 14 days from the day on which he notifies LILLYDOO GmbH of the withdrawal from this contract, to LILLYDOO Services Gmb
Ulmenweg 2, D - 14974 Ludwigsfelde. The deadline is met if the customer sends the goods before the expiry of the 14-day period. The customer bears the direct costs of returning the goods. The customer is only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

END OF CANCELLATION POLICY

SAMPLE REVOCATION FORM

(If you wish to revoke the contract, please fill out this form and return it to us.)To LILLYDOO GmbH, Hanauer Landstraße 147-149, 60314 Frankfurt/Main
Email: service@lillydoo.de
Phone: +49 (0) 69 - 643 57 420I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
..............................................................................
Ordered on (*)/received on (*)
Name and address of consumer(s)
Signature of consumer(s) (only for paper-based communication)
Date

________________________
(*) Delete as applicable

According to § 312 g para. 2 BGB, the right of withdrawal expires prematurely in the case of:

No. 3) Contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery

In addition to the statutory right of withdrawal pursuant to Clause 11, LILLYDOO GmbH grants the customer a voluntary return policy. This voluntary return policy applies after expiry of the statutory withdrawal period and ends 60 days after the goods have been dispatched. The conditions and legal consequences of this voluntary return policy are governed exclusively by the following provisions.

1. After expiry of the statutory withdrawal period and up to 60 days after dispatch of the goods, the customer may return the goods and receive a refund of the purchase price upon receipt of the returned goods.
2. The goods have been removed from the packaging, but are otherwise still in their original packaging and unopened.
3. The customer uses the parcel service provider named by LILLYDOO GmbH for the return shipment, exclusively using the return label provided.
   

The return label can be requested via the customer account in the “Subscription & Orders” section under “My Orders”.

The return shipment is to be sent to the following address:
LILLYDOO Services GmbH
Ulmenweg 2
D - 14974 Ludwigsfelde

4. The return shipment must be sent within 2 weeks of registration.

5. In the event of a return, LILLYDOO will refund the purchase price within 14 days.

6. The statutory right of withdrawal pursuant to Clause 11 remains unaffected by this voluntary return policy. The conditions, commencement of the withdrawal period, and exercise of the statutory right of withdrawal are governed exclusively by Clause 11 in addition to the statutory provisions.

7. LILLYDOO gift vouchers (Section 10.3 of these Terms and Conditions) are not subject to the 60-day right of return. Gift vouchers are exclusively subject to the statutory right of withdrawal.

13.1 Use of Automated and AI-supported Systems

LILLYDOO GmbH may use automated and/or AI-supported systems as part of its customer service, in particular in chat communications and, in the future, also for processing email and WhatsApp inquiries. The customer will be appropriately informed within the respective communication channel whenever they are interacting with an automated or AI-supported system.

13.2 Purpose of AI-supported Customer Service

The AI-supported customer service is intended to process customer inquiries more quickly and efficiently. In particular, it may provide general information regarding products, orders, deliveries,
subscriptions, payment methods, returns, vouchers, customer accounts, and other
service-related topics.

 

The AI-supported customer service is a support tool.
Unless expressly confirmed otherwise in an individual case, it does not constitute an independent, binding contractual interface.

13.3 Non-binding Nature of General Information

Automated or AI-generated responses are intended to provide initial guidance and support to the customer. They may be incomplete, misleading, or incorrect in individual cases.

Only the information displayed during the ordering process, the order confirmation, these Terms and Conditions, legally required information, and explicit individual statements made by employees of LILLYDOO GmbH or by technical functions expressly designated by LILLYDOO GmbH for this purpose shall be binding with regard to the content and performance of a contract.

 

13.4 Changes to Customer Accounts and Subscriptions

Where technically enabled by LILLYDOO GmbH, the AI-supported customer service may assist customers in managing their customer accounts and subscriptions. This may include, in particular, changes to delivery addresses, payment details, product or size information, delivery intervals, delivery dates, pauses, or cancellations of subscriptions.

Changes to customer accounts, orders, or subscriptions shall only be made if the customer clearly requests or confirms the relevant change within the respective communication process and if the change is technically and contractually feasible. LILLYDOO GmbH may require additional confirmations, authentications, or verifications before implementing such
changes.

The customer is obliged to review the changes displayed or communicated to them and to report any errors or inconsistencies without undue delay. Statutory rights of the customer, in particular rights of withdrawal, warranty rights, and termination rights, shall remain unaffected.

13.5 No Legal, Medical, or Other Professional Advice

The AI-supported customer service does not provide legal, medical, or other professional advice. Statements regarding products, their use, or suitability do not replace the customer’s own assessment or consultation with qualified professionals where such consultation is required in individual cases.

13.6 Escalation to Employees

The customer may request at any time that their inquiry be handled by employees of LILLYDOO GmbH, provided this is available within the respective communication channel or the customer service can be reached via the specified contact options.

LILLYDOO GmbH may forward inquiries that cannot be processed reliably in an automated manner — in particular in cases of unclear information, complaints, claims, payment issues, withdrawals, cancellations, or other legally significant declarations — to employees or require personal handling.

13.7 Liability

LILLYDOO GmbH shall be liable for damages incurred by the customer through the use of the AI-supported customer service in accordance
with the general liability provisions of these Terms and Conditions.

To the extent that the AI-supported customer service merely provides general information or non-binding assistance, LILLYDOO GmbH
does not guarantee that such information will always be complete, accurate, and
up to date. This shall not apply where LILLYDOO GmbH has intentionally or
through gross negligence provided incorrect information or where liability is
mandatory under applicable law.

Liability for slight negligence is excluded except in cases involving injury to life, body, or health, and is otherwise limited to breaches of essential contractual obligations. Essential contractual
obligations are obligations whose fulfilment is necessary for the proper
performance of the contract and on whose compliance the customer may regularly rely. In such cases, liability shall be limited to the foreseeable damage
typical for the contract.

Statutory rights of the customer, in particular claims arising from defects, under product liability law, or due to intentional or grossly negligent conduct, shall remain unaffected.

In the case of a slightly negligent breach of duty, LILLYDOO GmbH's liability is limited to the foreseeable, contract-typical and direct damage according to the type of goods. In particular, LILLYDOO GmbH is not liable for lost profits or other financial losses of the customer. The limitation of liability also includes liability for unauthorized actions
The limitation of liability does not apply to claims for damages by the customer due to injury to life, limb, health or essential contractual obligations, which must necessarily be fulfilled in order to achieve the contractual objective. Likewise, the limitation of liability does not apply to claims for damages after grossly negligent or intentional breach of duty by LILLYDOO GmbH or its legal representative or vicarious agent.
This point 13 also applies to the legal representatives, employees and agents of LILLYDOO GmbH, if the customer asserts claims for damages against them.

15.1

The contract is drawn up in German. The further execution of the contractual relationship takes place in German.

15.2

The law of the Federal Republic of Germany shall apply exclusively, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). For consumers, this applies only insofar as no mandatory statutory provisions of the state in which the customer has his domicile or habitual residence are restricted.

15.3

The place of jurisdiction for disputes arising from or in connection with the order with buyers who are not consumers is the registered office of LILLYDOO GmbH.
This also applies to consumers who have their domicile or habitual residence in the Federal Republic of Germany at the time of the conclusion of the contract if the buyer moves his domicile or habitual residence to another country after the conclusion of the contract or if the domicile or habitual residence of the buyer is not known in the event of legal action.

LILLYDOO GmbH is entitled to make changes to these terms and conditions or other conditions. The terms and conditions that are in force at the time of the order apply. Changes to the subscription initiated by the customer (e.g. sizes, designs or delivery intervals) are considered individual orders.

The invalidity of any provision of these terms and conditions shall not affect the validity of the remaining provisions.

All the provisions of the German Civil Code (BGB) or other laws mentioned in these terms and conditions can be found here.