Refund Policy

The following terms and conditions only apply to orders placed on the Lilin Robots website (official website br.liectrouxrobotics.com for Lilin brand products). For orders purchased on other platforms (e.g. Amazon, Aliexpress), please follow the corresponding platform's Return and Refund Policy.

Lilin Robots reserves the right to change its payment procedures at any time without prior notice.

Our goal is to provide the best quality products, on-time delivery and limited lifetime support. We ask you, our customers, to keep in mind:

-Vacuum cleaners, window cleaners.
Set up a 30-day money-back guarantee
A 30-day money-back guarantee only applies to vacuum cleaners, not accessories. Within 30 days of order date: All vacuums have a 30-day money back guarantee and we accept returns/refunds except for special offers/flash sales/clearance products.

Customers have the right to request a return/refund within 30 days of product delivery.

Eligible return/refund
To be eligible for a return/refund, your item must be unused and in the same condition that you received it. Merchandise must be in original factory condition and must include all original packaging materials, warranty cards, manuals and accessories.
If the machine is damaged during delivery or has a quality defect within 30 days, please provide the relevant photos or videos by sending an email to [lilin-support@liectroux.de] to help us confirm the problem, and after confirmation, we will arrange the replacement/return/refund process accordingly.

We will pay the shipping costs for return and resending. Additionally, if the product cannot be replaced due to production completion or limited products, we may request a refund even if you request a replacement.

Refund requests for the 30-day money-back guarantee expire after opening a warranty claim within 30 days of the order date. You cannot process a refund request that has expired during this 30-day period. For purchases not made directly through Liectrouxrobotics online stores, please contact the corresponding resellers for assistance.

Note: We strictly do not accept returns due to change of mind or exchange requests.

If you insist on returning, we fully respect your decision and hope to always be able to provide a pleasant user experience to every customer. In this condition, we could accept return and refund; In the meantime, please understand that:

If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If for our reasons the merchandise received is damaged or incorrect, the consumer will not be obliged to pay the shipping fee for this reason.

(There will inevitably be traces of use after assembly and during use of the machine. No customer wants a used machine. Thus, there will be labor costs in handling the machine, such as recycling the machine and recreating a new machine using the material .

The situation that is not covered
We will not accept any merchandise returned without an order number and serial number or shipped more than 30 days from the shipping date.

Merchandise showing malicious physical damage

Any other defects that are not caused by manufacturing or product quality

Excessively worn merchandise, used with distinctive marks and affecting secondary sales

Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.

Any defects or damage caused by normal wear and tear, accidents, improper installation or maintenance, misuse (including failure to comply with product documentation), neglect, disassembly, changes to hardware or supporting configuration files, and external causes such as, but not limited to, not limited to natural disasters, water damage, extreme thermal or environmental conditions.

Any defects caused by transportation or loading during the return journey

Lost or stolen products are out of warranty

Items that have expired the warranty period are not acceptable for return and refund

Free products are not acceptable for any return or refund

Repairs made by third parties are not acceptable for any return or refund

Illegitimate resource purchases are not acceptable for any return or refund

Counterfeit machines are not eligible for return and refund from us.liectrouxrobotics.com

Turn back
Customers assume responsibility for returned items. To obtain a refund you need to ensure that the returned item has been returned to the correct address and we suggest: Do not return the item to the manufacturer until we provide you with the correct returns address. Otherwise, we will not take any responsibility and will not be able to issue a refund.

If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

We have several overseas warehouse addresses in different countries. To speed up the progress of your return and refund, you may choose to ship the merchandise back to the nearest overseas warehouse address provided by us. Or send it back to the address provided by the support team.

After confirming the arrival of the returned product, we will check it and if it is damaged on the way, our warehouse refuses to accept it and we will refuse the refund. If it is in original condition after checking, we will process the refund.

Reimbursement
Once the returned item arrives at Lilin's warehouse for inspection, the refund process will begin.

Your refund will be processed within 2-3 business days after the returned item is received and processed. Settlement of funds may take 5 to 10 business days depending on the payment used and your financial institution's practices for receiving credited funds.

Refunds will only be issued to the original credit card or other payment methods, such as PayPal, that you use when placing your order. Lilin reserves the right to change its payment procedures at any time without prior notice.

We can only refund canceled orders, orders that were not shipped, or orders for which the product was returned and received in good condition.

We reserve the right to include a restocking fee, which will be deducted from your refund. Unless otherwise stated, shipping and handling charges are non-refundable. You will bear all expenses related to the costs of shipping machines and/or parts. Original shipping costs will be deducted from any refund amount, except in the case of Defective Product.

Shipping costs must be covered by the buyer in the following situations:

return items claimed to be defective but deemed by Lilin Quality Control to be in working condition
Returning defective items in international shipments
Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Exchange
For purchases made at br.liectrouxrobotics.com, Lilin does not offer exchanges unless the machine was damaged during transportation. Machines are covered by warranty service with repair and maintenance support.

If the item you received is damaged, missing parts, or not what you ordered, please contact us to request a refund or replacement.



-For accessories, parts, cleaning tools
Not applicable for any returns or exchanges.

Within 7 days from the order date:

If we receive a defective accessory, parts or cleaning tool and report it within this period, we will provide a replacement or refund

After 7 days from the order date:

We do not accept any refund requests. Or you can keep it after we deduct 30% of the amount paid as handling fee plus 5€ of the original shipping fee.





All Lilin vacuum cleaner products in this official 3-year warranty. For more detailed information, please see the Warranty Policy page. This policy should not be confused with the manufacturer's warranty, which continues even after this 30-day return policy ends.



If you are experiencing problems with ANY Lilin products ordered from the Lilin website, please contact us at lilin-support@liectroux.de