LELO LP Customer Support Policy

Effective Date: December 9, 2025

At LELO LP, we are committed to providing exceptional customer service and support. This policy outlines the channels, scope, and procedures for obtaining assistance with your products and orders.

1. Scope of Support

Our dedicated support team is here to assist you with inquiries related to:

• Order Management: Status checks, modifications (if possible before shipment), and confirmation details.

• Product Information: Details regarding product features, usage instructions, and general inquiries.

• Technical Assistance: Troubleshooting issues related to product functionality or the LELO LP website.

• Returns and Exchanges: Guidance on initiating the return process, as detailed in our comprehensive Terms & Conditions and Return Policy.

• Refund Status: Information regarding the processing time and status of approved refunds.

2. Support Channels and Contact Information

You can reach our Customer Support team through the following channels:

3. Support Service Expectations

3.1. Response Times

We strive to acknowledge and address all customer inquiries promptly.

• Email: We aim to respond to all email inquiries within 1-2 business days. Complex issues may require a longer investigation period.

• Phone: Our phone lines are available during standard business hours (hours not explicitly provided, assumed standard business hours in IST).

3.2. Essential Information

To ensure we can resolve your query efficiently, please provide the following whenever possible:

• Your full name and contact information.

• Your Order ID (e.g., LELO12345).

• A clear and detailed description of the issue or question.

• Any relevant documentation or photographs (especially for damaged or defective product claims).

4. Return and Warranty Support

All return, exchange, and defect-related queries are handled in strict accordance with the LELO LP Terms & Conditions.

• Initiating a Return: Please contact our support team via email or phone to formally initiate a return request within the required 7-day window.

• Verification: As per our policy, we reserve the right to perform verification checks, including arranging for product pickup, to ascertain the condition or defect of an item before issuing a refund or replacement.

• Misuse: LELO LP reserves the right to terminate support services for customers found to be misusing the return policy through excessive returns or cancellations.

5. Feedback

We welcome your feedback on our products and our support process. If you have suggestions or concerns about the service you received, please contact us at the email address provided above.