1.1

These Terms and Conditions apply to all contracts between LILLYDOO and its customers, concluded via the Dutch online shop www.lillydoo.com/nl or the LILLYDOO app, in each case in the version that was valid at the time of order.

The "Provider" in the meaning of the following terms and conditions is

LILLYDOO GmbH
Hanauer Landstraße 147-149
60314 Frankfurt am Main

Managing Directors: Gerald Kullack and Sven Bauer

Tel. no.: +31 800 2400100
E-mail: service@lillydoo.nl

Entered in the Registry at the Frankfurt/Main District Court under HRB 101542
VAT ID no.: NL825562739B01

-referred to in the following as the "Provider" or “LILLYDOO”-

1.2

"Consumers" in the meaning of these Terms and Conditions are defined in accordance with Section 13 German Civil Code (BGB), therefore as natural persons who enter into a business relationship with LILLYDOO without this being attributable to their commercial or self-employed realm of professional activity.

1.3

"Merchants" in the meaning of these Terms and Conditions are defined in accordance with Section 14 German Civil Code (BGB), therefore as natural and legal persons or as legally competent partnerships who enter into a business relationship with LILLYDOO as part of their commercial or self-employed realm of professional activity.

This Contract defines the terms for the sale of new products from the area of baby and body care via the provider’s online shop. We refer to the product description on the offer page in respect to the details of each offer.

2.1

A customer account is necessary in order to place orders via the online shop or the app. To do this, the user must initially register free of charge using a valid email address belonging to the user and a self-selected password. As part of this registration, LILLYDOO sends the customer a confirmation email and sets up the customer account.

If orders via the App are not possible, the user is referred to the websites of LILLYDOO GmbH, where he can use the respective online shop for his order.

2.2

Afterwards the customer has the opportunity to manage and update his customer data, including delivery address and any possible orders/subscriptions.

The user undertakes to keep the customer and payment details up-to-date at all times.

2.3

The order process involves the following steps:

• Initially, a noncommittal selection of products in the desired specification (size, colour, quantity) and placing of these products in the shopping cart.
• The customer finds the selected articles in the shopping cart list. Articles can be removed here, and volumes changed.
• In order to complete the selection and order the articles contained in the shopping cart, the customer clicks on the button marked "Proceed to checkout" (or similarly).
• Then the customer is asked to enter the delivery address or confirm the data contained in the customer account, as well as to select the method of payment.
• Finally, the customer is shown a confirmation page with a summary of all details. The customer uses this page to check the selection once again.
• The customer then confirms the order by clicking on the button marked “Buy now” (or marked in a similarly clear fashion). This represents an offer to LILLYDOO to conclude a purchase agreement.
• Confirmation email from LILLYDOO that the order has been received.

The customer has the option to correct erroneous entries made during the order process. To do this, the customer simply clicks on the button marked “Back” (or marked in a similarly clear fashion).

The automatically generated and dispatched order confirmation does not yet represent a binding acceptance of the offer by LILLYDOO.

The customer places an order by clicking on the button marked “Buy now” (or marked in a similarly clear fashion). After placing an order, the customer will receive an e-mail from LILLYDOO acknowledging that we have received the customer’s order. Please note that this does not mean that the customer’s order has been accepted. The customer’s order constitutes an offer to us to buy Products. All orders are subject to acceptance by us, and we will confirm such acceptance by dispatching the Products or by sending an e-mail to the customer that confirms the Contract. A legally binding Contract does not come into force until LILLYDOO does either of the two options mentioned above.

It is at the equitable discretion of the provider to accept the offer.

We keep these Terms and Conditions and the other terms of our Contract available for access together with the other order data for access throughout the order process. The customer can archive this information simply by downloading the Terms and Conditions and by saving the data collated in the Order History of the Internet shop by means of the relevant browser functions. Alternatively, the customer can wait for the automatic receipt of order confirmation sent to his specified email address immediately after conclusion of the order process. This email confirming receipt of the order lists once again all of the data contained in the order and can be easily printed out or saved using a suitable email program.

We save the contractual text, but for security reasons it cannot be made available for access by the customer. We offer each customer a password-protected login area, where after registration the customer can manage all of the personal data and review the order data. The valid version of the Terms of Conditions for new contracts are also found on our website.

The Contract is concluded for an indefinite period insofar as its object refers to recurring/permanent services (subscription). Each contractual party shall have the right to serve notice of termination to this kind of Contract without statement of reasons with a period of 5 working days (Monday to Friday), effective as per the next delivery date. This is without prejudice to the right to serve extraordinary notice of termination for good cause, in particular repeated violation of main contractual obligations.

Notice of termination can be served in the customer account by means of the subscription cancellation function, or in text form (by post or email).

The goods remain the property of the provider until complete payment has been received.

6.1

All prices are retail prices and are inclusive of the statutory rate of value added tax.

Our subscription service and its prices may change occasionally to accommodate rising costs and therefore to cover LILLYDOO GmbH’s overheads. A need for price changes may be taken into consideration, for example, in the event of a rise in our purchasing prices. An internal offset is carried out in advance to take both increases and decreases into account. Any change(s) of this kind vis-à-vis the customer will, however, only come into effect from the billing period following announcement of the change(s) to the customer and will be notified in writing in good time before entering into force. The same shall apply to a reduction in price that benefits the customer.

6.2

Shipping costs for deliveries to the Netherlands are € 3.90.
LILLYDOO delivers free of charge inside of the Netherlands for shipments with a merchandise value as of € 27.00.

Shipping costs shall be charged on one occasion only for partial deliveries.

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.nl.

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
• iDEAL

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 Payment with iDEAL

Only the first delivery can be paid for using iDEAL. If you choose to pay with iDEAL, the amount for the first recurring service will be directly debited from your bank account.

By selecting iDEAL as a payment method, you also authorize PAYONE (acting on behalf of LILLYDOO) to send SEPA direct debits to your bank in order to debit your account for future recurring payments.

iDEAL is available only for purchases concluded via the Dutch online shop www.lillydoo.com/nl.

7.6 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.

7.7 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 the Netherlands takes place after 2-4 working days.

In the case of payment in advance, the period for delivery begins on the day after the payment order is issued to the remitting bank or, in the case of other forms of payment, 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 general holiday recognised by the state at the place of delivery, the next working day shall take the place of such day.

If the product description indicates a different delivery period or if the buyer chooses a delivery date, the product description or the buyer's choice shall apply to the delivery period.

LILLYDOO will inform the customer immediately of any delays in delivery.

The provider shall be entitled to withdraw from a Contract with a customer in the event that it experiences, for reasons for which it carries no responsibility, a lasting obstruction to delivery, in particular due to force majeure or failure by its suppliers to make deliveries although a suitable cover transaction was initiated in good time. The customer will be informed immediately, and any services received, in particular payments, will be reimbursed without delay.

The customer is entitled to statutory warranty rights for the services provided.

The warranty period extended to customers who are merchants for new products is restricted to one year.

10.1

LILLYDOO GmbH behoudt zich het recht voor om op verschillende momenten en onder uiteenlopende voorwaarden één of meerdere “Invite a Friend”- of andere loyaliteitsprogramma’s voor klanten aan te bieden. Klanten hebben geen recht op deelname.

Het bedrag van de bonus dat aan de verwijzer wordt toegekend, is afhankelijk van de op dat moment geldende voorwaarden van het “Invite a Friend”-programma op het moment dat de doorverwezen klant zijn bestelling plaatst.

Deelname aan het “Invite a Friend”-programma stelt geregistreerde gebruikers in staat om tot vijf nieuwe vrienden uit te nodigen. De doorverwezen persoon ontvangt een persoonlijke code via een link, die in het gebruikersaccount kan worden opgeslagen en tijdens het afrekenen kan worden ingewisseld.

Indien de doorverwezen persoon zijn bestelling niet binnen 30 dagen annuleert of retourneert, ontvangt de verwijzer een e-mail met daarin een eigen code om in te wisselen.

Deze code moet handmatig worden toegepast op het actieve abonnement van de verwijzer in het klantaccount. Zodra de code succesvol is ingevoerd, wordt het tegoed toegepast op de eerstvolgende mogelijke levering.

LILLYDOO GmbH behoudt zich het recht voor om het programma op elk moment, ook voortijdig, te beëindigen. Reeds verdiende tegoeden blijven geldig.

Tegoeden die niet door de abonnee worden ingewisseld, vervallen — onder voorbehoud van andere programmabepalingen — aan het einde van het derde kalenderjaar volgend op het jaar waarin ze zijn verkregen.

Indien de klant zijn abonnement opzegt, verliezen alle bestaande tegoeden onmiddellijk hun geldigheid en waarde. Overdracht aan derden, uitbetaling in contanten of ander gebruik is strikt uitgesloten.

De klant mag zijn persoonlijke verwijzingscode delen met vrienden of publiceren op zijn privéwebsite, blog of op zijn Facebook- of Twitterprofiel.

Publicatie op commerciële of platforms van derden, met name kortingssites, dealblogs of forums, is strikt verboden.

Indien dergelijke publicatie plaatsvindt, is LILLYDOO GmbH gerechtigd deze codes te blokkeren en eventuele daaruit voortvloeiende tegoeden zonder compensatie ongeldig te verklaren.

10.2

LILLYDOO GmbH behoudt zich tevens het recht voor om op verschillende momenten en onder uiteenlopende voorwaarden één of meerdere voucherprogramma’s aan te bieden. De individuele klant heeft geen recht op het ontvangen van dergelijke vouchers.

De waarde van de vouchers is afhankelijk van de op het moment van uitgifte geldende voorwaarden van het voucherprogramma.

Vouchers zijn onderhevig aan een vervaltermijn, die op de betreffende voucher wordt vermeld. Vouchers vervallen echter uiterlijk aan het einde van het derde kalenderjaar na het jaar van uitgifte.

Tenzij anders vermeld in de vouchervoorwaarden, gelden de volgende voorwaarden:

• Vouchers zijn niet overdraagbaar.
  
• Vouchers zijn in het algemeen alleen geldig voor nieuwe klanten.
  
• De voucher moet tijdens het bestelproces worden ingewisseld. Het is niet mogelijk om vouchers achteraf toe te passen.
  

Vouchers kunnen niet worden gecombineerd met een eventueel tegoed.

10.3

Het LILLYDOO+ loyaliteitsprogramma is een manier voor LILLYDOO om trouwe klanten te belonen en te bedanken. Onder de volgende voorwaarden neemt de klant deel aan een op mijlpalen gebaseerd loyaliteitstraject tijdens een actief LILLYDOO+ luiersabonnement.

Deelname aan het LILLYDOO+ loyaliteitsprogramma is automatisch. Een aparte registratie is niet vereist.

Voor elke abonnementsbox die tijdens een actief LILLYDOO+ luiersabonnement naar de klant wordt verzonden en niet later wordt geannuleerd, ontvangt de klant één tegoed (uitgedrukt in boxen binnen het mijlpaaltraject) voor het LILLYDOO+ loyaliteitsprogramma. De doorslaggevende factor voor het tegoed is de verzending van de betreffende abonnementsbox. Losse aankopen, verzendkosten en andere diensten buiten het abonnement leveren geen voortgang in het programma op, tenzij LILLYDOO dit uitdrukkelijk anders aangeeft.

Bij het bereiken van de mijlpalen die in het huidige loyaliteitsprogramma zijn vastgesteld, ontvangt de klant het voordeel dat aan de betreffende mijlpaal is gekoppeld. Voordelen in de zin van deze bepaling kunnen met name fysieke beloningen, kortingen of andere door LILLYDOO gespecificeerde voordelen omvatten. De actuele mijlpalen en voordelen worden weergegeven in het klantaccount. Indien een voordeel dat is gekoppeld aan een behaalde mijlpaal op het moment van inwisseling niet meer beschikbaar is, zal LILLYDOO de klant een passend alternatief bieden met ten minste een gelijkwaardige economische waarde of een gelijkwaardig alternatief voordeel.

In geval van herroeping, annulering, retourzending, chargeback, mislukte betaling of andere terugdraaiing van een bestelling, heeft LILLYDOO het recht om de voortgang in het loyaliteitsprogramma aan te passen voor zover de onderliggende bestelling economisch wordt teruggedraaid. Bij een gerechtvaardigd vermoeden van misbruik of frauduleuze activiteiten heeft LILLYDOO bovendien het recht om de voortgang in het loyaliteitsprogramma en niet-ingewisselde voordelen tijdelijk te blokkeren of aan te passen voor zover dit redelijkerwijs gerechtvaardigd is.

Deelname aan het LILLYDOO+ loyaliteitsprogramma is gratis. Voortgang in het programma, mijlpaalboxen en voordelen die binnen het programma worden toegekend, hebben geen geldwaarde. Ze zijn persoonlijk en mogen niet worden verkocht, overgedragen, toegewezen, verpand of anderszins aan derden worden doorgegeven.

LILLYDOO heeft het recht om het loyaliteitsprogramma voor toekomstige abonnementsboxen met werking voor de toekomst te wijzigen, mits daarvoor een geldige reden bestaat. Een geldige reden bestaat met name bij wijzigingen in wettelijke of regelgevende vereisten, veranderingen in technische omstandigheden, wijzigingen in de leverings- of inkoopsituatie, het voorkomen van misbruik of de verdere ontwikkeling van het programma. Reeds behaalde mijlpalen binnen het traject en reeds verworven aanspraken op voordelen blijven onaangetast.

Klanten worden tijdig schriftelijk geïnformeerd over wijzigingen in het loyaliteitsprogramma. Wijzigingen zijn alleen van toepassing op abonnementsboxen die worden verzonden nadat de wijzigingen van kracht zijn geworden.

LILLYDOO heeft het recht om het loyaliteitsprogramma met een redelijke opzegtermijn voor de toekomst te beëindigen. In dat geval kunnen reeds behaalde mijlpalen en reeds verworven aanspraken op voordelen gedurende een periode van drie maanden na de beëinding worden ingewisseld, tenzij wettelijke redenen of gevallen van misbruik dit verhinderen.

In geval van omzetting van het vorige puntensysteem naar het nieuwe op mijlpalen gebaseerde loyaliteitsprogramma worden eventuele niet-gebruikte punten eenmalig omgezet in voortgang binnen het nieuwe programma. De omzetting vindt plaats in een verhouding van 250 punten per box. Resterende punten die niet volledig kunnen worden omgezet, vervallen niet zonder vervanging, maar blijven onder het vorige systeem gelden totdat de technische overgang is voltooid, mits LILLYDOO hiervoor een inwisselingsmogelijkheid heeft voorzien.

Indien LILLYDOO vóór de overgang een deadline heeft gecommuniceerd voor het inwisselen van eerder opgebouwde punten in de voormalige Club Shop, blijft deze communicatie onverminderd van kracht. Na het verstrijken van een dergelijke termijn wordt de verdere behandeling van niet-ingewisselde punten uitsluitend geregeld door de hierboven vermelde omzettingsregel.

Het nieuwe LILLYDOO+ loyaliteitsprogramma is uitsluitend bedoeld voor bestellingen in huishoudelijke hoeveelheden. Bestellingen, leveringen of gebruik van het programma in hoeveelheden die de normale behoeften van een particulier huishouden overschrijden, evenals bestellingen voor wederverkoop of enige vorm van commerciële of zakelijke distributie, zijn uitgesloten van deelname aan het loyaliteitsprogramma. In dergelijke gevallen heeft LILLYDOO het recht om deelname aan het programma te weigeren en voortgang te onthouden of reeds toegekende maar nog niet ingewisselde voortgang en voordelen te annuleren, mits er concrete aanwijzingen zijn van een overtreding. Reeds ingewisselde voordelen blijven onaangetast, tenzij er sprake is van misbruik of een andere schending van verplichtingen.

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.

INSTRUCTION ON REVOCATION RIGHTS

RIGHT OF REVOCATION

The customer has the right to revoke this Contract within 14 days without statement of reasons.The revocation period is 14 days, beginning with day:

• For a purchase Contract:
  … on which the customer or an appointed third party, who shall not be the shipping agent, takes possession of the products.
• For a Contract in respect to several products that the consumer ordered as part of one single order and that are delivered separately:
  … on which the customer or an appointed third party, who shall not be the shipping agent, takes possession of the last product.
• For a Contract in respect to the delivery of a product in several partial consignments or pieces:
  … on which the customer or an appointed third party, who shall not be the shipping agent, takes possession of the last partial consignment or the last piece.
• For a Contract in respect to the recurring delivery of products over a defined period:
  … on which the customer or an appointed third party, who shall not be the shipping agent, takes possession of the first product.
• For a purchase Contract of a gift card:
  … on which the customer or a third party designated by him has received the voucher via e-mail.

The last date respectively shall be authoritative in the event that several alternatives are applicable.In order to invoke the right of revocation, the customer is required to inform us (LILLYDOO GmbH, Hanauer Landstraße 147-149, 60314 Frankfurt/Main, E-Mail: service@lillydoo.nl, Tel. no.: +31 (0)85 888 8043) by unequivocal declaration (e.g. a letter sent by post or an email) of the decision to revoke this Contract. Here, the customer may use the enclosed Revocation Form template, although this is not mandatory.In order to observe the revocation period, it is sufficient that notification of the enforcement of the revocation right is sent before the end of the revocation period.

CONSEQUENCES OF THE REVOCATION

In the event that the customer revokes this Contract, we shall be required to return to him all payments that we have received from him, including shipping costs (apart from additional costs incurred through selection by the customer of a different shipping form than the standard shipping form we offer), without delay and by no later than 14 days from the date on which we receive notification of his intention to revoke the Contract. We shall use for this reimbursement the same method of payment used in the original transaction, unless otherwise agreed explicitly with the customer; on no accounts shall the customer be charged fees for this reimbursement. We are entitled to refuse reimbursement until we have received the products or until the customer has provided evidence that he has returned the products, depending on which date is earlier.If the customer has purchased a gift card and wishes to revoke this purchase, he must pay compensation accordingly for the amount already redeemed up to the time of exercising his right of revocation. The remaining gift card amount will be refunded to the customer via the payment method provided by the customer. If the customer has not redeemed the gift card in full and exercises his right of revocation, the full gift card value will be refunded.The customer must return the products immediately and on all accounts no later than within 14 days following the date on which he notified us of the revocation of this Contract. The products must be returned or delivered in person to:DHL Parcel Utrecht - Lillydoo
Reactorweg 21

3542 AD UtrechtThis period is observed insofar as the customer shipped the products before the end of this 14-day period.The customer carries the direct costs of returning the products.The customer shall only be required to pay compensation for any loss in value of the products in the event that this loss of value is due to an unnecessary handling of the products for the purpose of examining their characteristics, properties and functions.

END OF THE INSTRUCTION ON REVOCATION RIGHTS

REVOCATION FORM TEMPLATE

(Please complete the following form and return it to us if you wish to cancel the Contract.)To Lillydoo GmbH, Hanauer Landstraße 147-149, 60314 Frankfurt/Main
Email: service@lillydoo.nl Tel. no.: +31 (0)85 888 8043I/we (*) hereby revoke the Contract that I/we (*) concluded for the purchase of the following products (*) / the provision of the following service (*):
..............................................................................
Ordered on (*)/received on (*)
Name and address of the consumer
Signature of the consumer (only for notification in paper form)
Date

________________________
(*) Delete as applicable

The right of revocation shall lapse prematurely in accordance with Section 312g (2) German Civil Code (BGB) in the event of:

No. 3) Contracts for the delivery of sealed products that for reasons of health protection or hygiene are unsuitable for return if their seal has been removed following 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 products have been removed from the parcel in which they were delivered, but are otherwise originally packaged and unopened.
3. The Customer shall use the parcel service named by LILLYDOO GmbH for the return shipment, using exclusively the return label provided.
   
   The return label can be requested via the customer account in the "Maandelijkse box luiers & bestellingen" area under "Mijn bestellingen".
   
   In all cases the return delivery must be sent to the following address:
   DHL Parcel Utrecht - LILLYDOO
   Reactorweg 21
   3542 AD Utrecht
4. The return takes place within 2 weeks after registration.
5. LILLYDOO GmbH shall reimburse the customer for the purchase price within 14 days of return delivery.
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 cards (item 11.3 of these General Terms and Conditions) are not subject to the 60-day right of return. Gift cards are exclusively subject to the statutory right of revocation.

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.

The liability of the provider in the event of slightly negligent breach of Contract shall be restricted to predictable, direct damage that is typical of this kind of Contract and the type of goods. In particular, the provider shall not be liable for loss of profit or other monetary damage incurred by the customer. The disclaimer of liability applies also to liability for tortious actions.

The disclaimer of liability does not apply to compensation claims on the part of the customer due to violations of life, limb, health or essential contractual obligations that are necessarily required in order to fulfil the purpose of the Contract. Moreover, the disclaimer of liability does not apply to compensation claims based on gross negligence or wilful intent in the violation of contractual duties on the part of the provider, its legal representatives or vicarious agents.

This Item 14 applies also to legal representatives, employees or vicarious agents of the provider in the event that claims for compensation are lodged against these parties by the customer.

15.1

The contractual language is German. The execution of the contractual relationship shall take place in German

15.2

Exclusively the laws of the Federal Republic of Germany shall apply, with exclusion of the UN Convention on the International Sale of Goods (CISG). This shall only apply to consumers insofar as it does not restrict compulsory legal obligations in the country in which the customer maintains his or common place of residence.

15.3

The place of jurisdiction for all disputes with customers that are not consumers arising from or in connection with the order shall be the domicile of the provider.

This applies equally to consumers who at the time of contractual conclusion have their domicile or common place of residence in the Federal Republic of Germany, but who after the time of contractual conclusion relocate their domicile common place of residence to a different country. The same applies to consumers whose domicile or common place of residence is unknown when a lawsuit is commenced

LILLYDOO is entitled to modify these Terms and Conditions or other terms. The Terms and Conditions applicable at the time the order is placed shall apply in all cases. Changes in subscriptions initiated by the customer (e.g. sizes, designs or delivery intervals) shall be considered individual orders.

The ineffectiveness of any provision of these Terms and Conditions is without prejudice to the effectiveness of the other provisions.

Click here for all of the provisions of the German Civil Code (BGB) and other laws quoted in these Terms and Conditions.