Warranty policy

1. General information

“Didis” Ltd. strives to offer products that meet the applicable quality and safety requirements and are intended for prolonged and reliable use when the instructions for assembly, use and maintenance are followed.

This Warranty Policy aims to inform consumers of their rights when a non-conformity or defect is identified in a purchased LORELLI product.

2. Submitting a complaint

Consumers have the right to submit a complaint to the seller if the product does not conform to the sales contract. The complaint may request repair of the product or its replacement with a new product, unless the latter is impossible or the chosen remedy is disproportionate compared with the other available remedies.

A complaint may be submitted to the seller from whom the product was purchased, in accordance with the procedure laid down in the applicable legislation.

When submitting a complaint, information must be provided that makes it possible to identify the product and the purchase.

To facilitate the processing of the complaint, it is recommended that the following be provided:

• proof of purchase – a cash receipt, invoice or other document;
• product information – model and/or product code;
• a description of the identified non-conformity or defect;
• where possible, photographs or other material showing the identified problem;
• a warranty card, where one has been provided for the specific product.

3. How complaints are handled

After a complaint has been submitted, it is considered in accordance with the applicable legislation.

If a non-conformity is established, consumers have the rights provided by law, including the right to request that the goods be brought into conformity by repair or replacement.

The specific way in which the complaint is resolved is determined according to the nature of the non-conformity and the applicable legal requirements.

4. Defects not covered by the warranty

1. The instructions for use and assembly of each product are set out in the user manual included in its packaging. The warranty shall be void for a product that has been used without following the instructions in the user manual, as well as for a product found to have been used for a purpose other than that for which it was intended.

2. Warranty repairs must be carried out by an authorised service centre of the manufacturer. The product warranty shall not apply if repairs have been carried out by an unauthorised service centre or an unauthorised person, unless this has been expressly agreed in advance in writing with the service department of Didis Ltd.

3. A non-conforming product sent to a service centre must be properly packaged (preferably in its original packaging), accompanied by all required documents and in good hygienic condition. Complaints without the original proof of payment and/or consignment note will not be accepted.

4. Products with missing identification (model name, manufacturer information labels, item number, etc.) and/or defects caused by improper use, maintenance or storage—such as cracks, splits, twisting, disassembly or missing parts, signs of burning or liquid ingress, exposure to aggressive detergents, or discolouration of textiles or plastic due to excessive sunlight resulting from improper storage—will be refused for warranty service.

5. The warranty does not apply in cases of improper, careless or rough use; impacts to the product; heavy soiling during use; liquid ingress into the product; exposure to fire, high humidity or strong sunlight; or use that does not comply with the instructions or other improper operation.

6. Warranty service does not cover: replacement of parts subject to wear during normal use; failure to follow assembly and installation instructions; or a product whose construction has been altered or modified, or to which parts and accessories other than those described in the instructions have been added.

7. Claims regarding superficial wetting that occurs during carrying, transport or storage, or as a result of careless use, will not be accepted.

5. Warranty period

If the purchased product develops a fault, Lorelli will arrange for the problem to be resolved exclusively through the cooperation of the seller from whom you purchased the product (physical or online store).

The warranty period begins on the date the goods are delivered, as evidenced by the original proof of payment and/or consignment note. The consumer goods must be brought into conformity with the sales contract within one month of the consumer submitting the complaint. The statutory warranty for the goods you purchase is two years from the date the consumer goods are delivered.

The authorised service centre of Didis Ltd. is the sole body competent to determine entitlement to and the method of warranty service for each specific defect.

Last updated: 01.09.2026