Lidl France

Article 11 - Right of withdrawal and returns 11.1 Exercising the right of withdrawal LIDL intends for any customer who changes their mind about the products ordered to be able to exercise their right of withdrawal under the best possible conditions. The legal withdrawal period is fourteen (14) clear days from the date of receipt of the product, in accordance with Articles L 221-18 et seq. of the French Consumer Code, except in cases of proven defect or non-conformity of the product. To exercise their right of withdrawal, the Customer may find themselves in two situations: 1. If the customer placed their order through their Lidl account , they can submit their return request directly from their personal account. They simply need to: Log in to your Lidl account Go to the " My Orders " section Find the order containing the item(s) you wish to return and click on " Return Items " Select the item(s), the quantity(ies) to be returned and a reason for return. Confirm your request by clicking on " Confirm my return request " To confirm your request, click on " Request return documents " The customer receives by email the return slip to include inside their package as well as the shipping label to stick on the package. 2. If the Customer placed their order as a guest and does not have a Lidl account , they can submit their return request directly by clicking on this link ( How do I get a free return label?To obtain the free return label to affix to the package, he simply needs to: Enter your ten-digit order number in the field provided for this purpose. Click on the "Request an item return" button The customer then receives the return slip by email. Furthermore, the customer can also contact customer service and make an unambiguous request expressing their wish to withdraw. Customer service can be reached at 01 88 24 70 70 (local call rates apply), from 8:30 a.m. to 7:30 p.m. Monday to Saturday, or at the following address: [email protected]. Customer service will send a return label to be affixed to the package. To simplify the return process, the customer can use the return form. MODEL WITHDRAWAL FORM 11.2 Product Return Procedures We are extending the statutory withdrawal period by sixteen (16) calendar days. Therefore, we are offering the Customer the option to return their product within thirty (30) days of receiving their order. After notifying customer service of their intention to withdraw, or via their LIDL account, the Customer agrees to return the product no later than seven (7) calendar days after communicating their intention to withdraw. To return an item, the customer must print the return label received by email. Affix the return label to the package so that it is clearly visible. The return label specifies the carrier that will handle the return, namely DPD or Mondial Relay. Regarding DPD: once the parcel is prepared, the customer can drop it off at the Pickup point of their choice. The nearest Pickup point is available on https://relais.dpd.fr/fr/recherche-relais Regarding Mondial Relay: once the parcel is prepared, the customer can drop it off at the Relay Point of their choice. The nearest Relay Point is available on mondialrelay.fr/trouver-le-point-relais-le-plus-proche-de-chez-moi/ If multiple items from an order that were delivered in separate packages are returned, they must be returned in the original separate packages. The Customer returning the Product within this period is entitled to a refund of the price of the Product ordered. In any event, any Product returned incomplete, damaged, used, deteriorated, soiled, or consumed, even partially, will not be refundable. Products must be returned in packaging suitable for transport, i.e., either in their original shipping box or in an equivalent container. Any package not meeting these conditions may be refused. Returned items must be intact, unopened, and in perfect condition. They must be returned in a condition suitable for resale. Refunds for returned products at the invoiced price will be issued using the same payment method used for the original purchase, which the customer expressly accepts. If you exercise your right of withdrawal for only part of your order, only the price charged for the returned products will be refunded. In this case, the delivery charges for the order will not be refunded. If you exercise your right of withdrawal for the entire order, the full amount of the order, including delivery charges, will be refunded. Please note that no returns of items purchased online can be made to LIDL supermarkets. Conversely, no returns of items purchased in a LIDL supermarket can be made via the online store. 11.3 Cases of incorrect returns Only Lidl products for which a return request has been made are eligible for a refund. Therefore, please ensure that you send the correct item for your return request. Otherwise, if you send the wrong item, no refund will be issued. Article 12 - Guarantees 12.1 Legal guarantee of conformity Article L 217-4 of the Consumer Code: The goods conform to the contract if they meet, in particular where applicable, the following criteria: 1° It corresponds to the description, type, quantity and quality, in particular with regard to functionality, compatibility, interoperability, or any other characteristic provided for in the contract; 2° It is suitable for any special purpose sought by the consumer, which is brought to the seller's attention no later than the time of conclusion of the contract and which the latter has accepted; 3° It is delivered with all accessories and installation instructions, which must be provided in accordance with the contract; 4° It is updated in accordance with the contract. Article L217-5 of the Consumer Code: I.-In addition to the criteria for conformity to the contract, the goods are compliant if they meet the following criteria: 1° It is fit for the purpose normally expected of goods of the same type, taking into account, where appropriate, any provision of European Union law and national law as well as any technical standards or, in the absence of such technical standards, any specific codes of conduct applicable to the sector concerned; 2° Where applicable, it possesses the qualities that the seller presented to the consumer in the form of a sample or model, before the conclusion of the contract; 3° Where applicable, the digital elements it contains shall be provided according to the most recent version available at the time of conclusion of the contract, unless the parties agree otherwise; 4° Where applicable, it is delivered with all accessories, including packaging, and installation instructions that the consumer can legitimately expect; 5° Where appropriate, it is provided with the updates that the consumer can legitimately expect, in accordance with the provisions of Article L. 217-19; 6° It corresponds to the quantity, quality and other characteristics, including in terms of durability, functionality, compatibility and safety, that the consumer can legitimately expect from goods of the same type, having regard to the nature of the goods as well as to the public statements made by the seller, by any person upstream in the chain of transactions, or by a person acting on their behalf, including in advertising or on labelling. II. However, the seller is not bound by all the public statements mentioned in the preceding paragraph if he demonstrates: 1° That he did not know them and was not legitimately in a position to know them; 2° That at the time the contract was concluded, the public statements had been rectified under conditions comparable to the initial statements; or 3° That the public statements could not have had any influence on the purchase decision. III.-The consumer may not contest conformity by invoking a defect concerning one or more particular characteristics of the goods, of which he has been specifically informed that they deviate from the conformity criteria set out in this article, a deviation to which he has expressly and separately consented when concluding the contract. Article L 217-7 of the Consumer Code: Any lack of conformity that appears within twenty-four (24) months of delivery of the goods is presumed to have existed at the time of delivery unless proven otherwise. The seller may rebut this presumption if it is incompatible with the nature of the goods or the alleged lack of conformity. Article L 217-12 of the Consumer Code: The seller may refuse to comply with the consumer's choice if the requested compliance is impossible or entails disproportionate costs, particularly in light of: The value that the property would have in the absence of a lack of conformity; The importance of non-compliance; and The possibility of opting for the other choice without major inconvenience for the consumer. The seller may refuse to bring the goods into compliance if this is impossible or entails disproportionate costs, particularly with regard to points 1 and 2. When these conditions are not met, the consumer may, after formal notice, pursue specific performance of the initially requested solution, in accordance with Articles 1221 et seq. of the Civil Code. Any refusal by the seller to proceed according to the consumer's choice or to bring the goods into conformity, must be justified in writing or on a durable medium. Article L217-13 of the Consumer Code: Any item repaired under the legal guarantee of conformity benefits from a six-month extension of this guarantee. If the consumer chooses repair but the seller fails to carry it out, bringing the product into conformity by replacing it starts a new period of legal guarantee of conformity for the consumer, applicable to the replaced item. This provision applies from the day the replacement item is delivered to the consumer. Article L217-28 of the Consumer Code: When the consumer requests the guarantor, during the course of the legal or commercial guarantee granted to him at the time of the acquisition or repair of a good, to carry out a repair covered by that guarantee, any period of immobilization suspends the guarantee which remained to run until the delivery of the repaired good. This period begins from the date of the consumer's request for intervention or the date the goods in question are made available for repair or replacement, if this starting point proves more favorable to the consumer. The warranty period is also suspended when the consumer and the guarantor enter into negotiations for an amicable settlement. 12.2 Legal guarantee against hidden defects Article 1641 of the Civil Code: The seller is bound by the warranty against hidden defects in the thing sold which render it unfit for the use for which it is intended, or which diminish this use to such an extent that the buyer would not have acquired it, or would have given only a lower price, if he had known of them. Article 1648, paragraph 1 of the Civil Code: The action resulting from latent defects must be brought by the purchaser within two years of the discovery of the defect. 12.3 Implementation of legal guarantees To implement these legal guarantees, the Customer must contact LIDL FR customer service. To do so, they must return the contact form available in the section " Help and Service» 12.4 Commercial Warranty Some products benefit from a free commercial warranty in addition to the legal warranties. Details of the warranty are indicated on the product page and inside the product packaging upon receipt. Article 13 – Take-back of used products 13.1 One-for-one take-back of used products In accordance with articles L. 541-10-8.-I and R541-161 of the Environmental Code, the customer can have their used products taken back when purchasing a product delivered to their home. For any purchase of a new product weighing more than 30 kg or measuring more than 200 cm in combined length, width and height (electronic and electrical equipment / furniture / bedding / games and toys / DIY, garden, sports and leisure items), LIDL will arrange for the free collection upon delivery. The old product must have similar characteristics to the new product (equivalent type and dimensions). For example: a washing machine will be taken back when purchasing a new washing machine. The customer simply needs to tick the corresponding box when placing the order to indicate their wish for the item to be taken back by LIDL. The delivery person will contact the Customer directly to arrange the terms of collection upon delivery. For electrical and electronic equipment, DIY and garden items: freezers, refrigerators, washing machines and dryers must be unplugged, emptied and drained. In general, electrical and electronic equipment must be clean and safe to handle; For Furniture, Toys, Sports, Leisure: furniture and products must be clean, disassembled, stored securely, able to be handled safely and gathered in the same room. If the product does not meet these preparation requirements, the carrier will not be able to accept it. In this case, the customer must drop off the products at the collection points listed below. For small items (electronic and electrical equipment / furniture / bedding / games and toys / DIY / garden / sports / leisure) weighing less than 30kg or measuring less than 200cm in combined length, width and height, the customer can bring them directly to a collection point: Electronic and electrical equipment: https://www.ecologic-france.com/citoyens/ou-deposer-mes-dechets.html Furniture/bedding/games and toys/non-thermal DIY and garden items: https://www.maisondutri.fr/livraison-et-reprise-de-votre-meuble/ Sports and leisure article: https://www.ecologic-france.com/citoyens/ou-deposer-mes-articles-de-sport-et-loisirs-usages.html DIY and Garden Thermal Products: https://www.ecologic-france.com/citoyens/ou-deposer-ses-articles-de-bricolage-et-jardinage-thermique-usages.html 13.2 1-for-0 take-back of used products Customers can return used batteries to any Lidl supermarket after use, without having to purchase a new battery, and regardless of where the used battery was purchased. He can bring them back: to a quantity that a non-professional end user would normally dispose of, to the categories of batteries that the distributor offers or has offered in its range as new batteries. In addition, used batteries can also be returned to many other battery/recycling distributors and separate collection points. The customer is informed that the batteries for light transport means known as "MTL batteries" are not part of the battery categories sold in stores but only online, therefore they cannot be returned to stores but only to collection points. To find your collection point: Find a Batribox collection point