01. Purpose and Scope of This Policy

This policy applies to customers purchasing
Lilu products and services, including
Lilu Starter, Lilu Pro, water assessment
services and associated installation
arrangements.

It is intended to establish a consistent
approach to customer requests while
recognising that physical products,
technical assessments and installation
services involve different operational
commitments.

Each request will be considered in light
of the product or service purchased,
the stage of fulfilment, the circumstances
of the request and any applicable legal
requirements.

This policy should be read alongside
the relevant product description, order
confirmation and other terms communicated
to the customer before purchase.

02. Water Assessment Services

Lilu offers water assessment services to
help customers understand their water-related
requirements and, where applicable, obtain
information about the quality of their
water through appropriate testing and
technical evaluation.

The assessment service carries a fee of
₦20,000. This payment
covers the operational, administrative
and third-party costs associated with
arranging and carrying out the assessment.

2.1 Scope of the assessment fee

Depending on the nature of the assessment,
the fee may contribute towards the following
activities and associated expenses:

• Assessment coordination and appointment scheduling.
• Transportation and logistics arrangements.
• Water sample collection, handling and transfer, where applicable.
• Laboratory testing and third-party laboratory charges, where applicable.
• Technical review and interpretation of available findings.
• Administrative coordination and communication of assessment results.

These activities may involve payments and
commitments to external service providers
and operational personnel. Such commitments
may become irreversible once the assessment
process has commenced.

2.2 Non-refundable assessment fee

This provision reflects the nature of the
assessment service and the expenditure
involved in delivering it. Transportation,
laboratory charges, sample handling and
technical coordination may already have
been undertaken or committed by the time
a customer decides to discontinue the process.

Accordingly, a customer’s subsequent
decision not to purchase a Lilu filtration
system does not, by itself, create an
entitlement to a refund of an assessment
fee that has become non-refundable under
this policy.

2.3 Cancellation before assessment commencement

Where a customer requests cancellation
before the assessment process has commenced
and before relevant costs have been incurred,
Lilu will review the circumstances and
determine the appropriate treatment of
the payment in accordance with applicable
law and reasonable costs already incurred.

Customers are encouraged to communicate
cancellation requests as early as possible
to avoid unnecessary operational and
third-party commitments.

2.4 Assessment results and limitations

Assessment findings will reflect the
actual results of the tests and evaluations
performed. Water quality can vary according
to its source, sample handling, environmental
conditions and the testing methodology used.

Lilu does not guarantee a predetermined
laboratory result, a particular bacteria
or microorganism finding, or any specific
outcome from the assessment.

The assessment fee is consideration for
the assessment service and associated
operational work, not a payment for a
guaranteed result or a commitment to
purchase a filtration system.

03. Assessment Credit Towards Lilu Pro

Customers who complete a Lilu Water
Assessment and subsequently decide to
purchase Lilu Pro may apply the full
₦20,000 assessment payment towards the
system purchase.

This arrangement ensures that customers
who proceed with Lilu Pro are not required
to pay twice for the assessment component
of their purchase journey.

3.1 Eligibility and verification

The assessment credit is available to
customers whose assessment payment has
been successfully received and verified
by Lilu.

Before the remaining balance is accepted,
Lilu may verify the customer’s assessment
record and associated payment transaction.
This is intended to ensure that the
assessment credit is applied correctly
and only once.

3.2 Nature of the credit

The ₦20,000 assessment credit is a
purchase adjustment towards Lilu Pro.
It is not a cash-equivalent benefit,
independent refund entitlement or
transferable monetary balance.

If a customer chooses not to proceed
with Lilu Pro, the assessment fee remains
subject to the terms set out in Section 02.

3.3 Remaining balance payment

The ₦175,000 balance payment option is
intended exclusively for customers who
have completed and paid for an eligible
Lilu assessment.

Customers should not use the balance
payment option without prior verification
and confirmation from the Lilu team.

04. Lilu Starter and Lilu Pro Purchases

Lilu offers filtration systems designed
to support different household and
organisational requirements.
Customers should carefully review
product descriptions, specifications,
prices and applicable service arrangements
before placing an order.

4.1 Customer purchasing decisions

Customers are encouraged to seek
clarification before purchasing if
they are uncertain about product
specifications, installation requirements,
capacity or suitability.

Once an order has been placed, requests
to cancel or reverse the transaction
will be reviewed according to the
circumstances and applicable legal rights.

4.2 Change-of-mind requests

A customer who changes their mind after
placing an order should contact Lilu
as soon as reasonably possible.

The availability of cancellation or
other remedies may depend on whether
the order has been processed, prepared,
dispatched, delivered or installed.
A change of mind does not automatically
establish an entitlement to a refund.

This provision does not remove any
statutory rights relating to defective,
unsafe, misdescribed or otherwise
non-conforming goods.

05. Installation and Technical Services

Where installation is included with
a product purchase, Lilu coordinates
the relevant technical arrangements
with the customer.

Installation may require technician
scheduling, transportation, preparation,
access to the installation location
and other operational commitments.

5.1 Completed installation services

Once an installation has been properly
completed in accordance with the
agreed arrangements, the completed
installation service is not refundable
simply because the customer subsequently
changes their mind.

5.2 Incomplete or unsatisfactory services

If an installation has not been completed
as agreed or a customer identifies
a problem with the quality of the
installation, they should notify Lilu
with relevant details.

Lilu will review the matter and arrange
an appropriate response or remedy
where required by the agreed service
terms or applicable law.

5.3 Appointment changes

Customers should provide reasonable
notice when requesting changes to
an agreed installation appointment.
Revised appointments are subject
to technician availability and
operational scheduling.

06. Delivery and Order Fulfilment

Delivery arrangements depend on
the customer’s location, selected
product and the delivery conditions
communicated at the time of purchase.

Customers are responsible for
supplying accurate contact details
and delivery information.

Cancellation or amendment requests
should be communicated promptly.
Where an order has already been
dispatched or delivered, additional
arrangements may apply.

Any reasonable costs already incurred
in processing or fulfilling an order
may be considered when reviewing
a cancellation request, subject to
applicable consumer protection law.

Nothing in this section limits
a customer’s rights where Lilu
has failed to deliver an order
as agreed.

07. Defective, Incorrect or Non-Conforming Products

Lilu is committed to supplying
products that correspond with
their published descriptions
and applicable quality and safety
requirements.

Customers who receive an incorrect,
defective, unsafe or materially
misdescribed product should contact
Lilu so the issue can be assessed.

7.1 Information required

To facilitate an efficient review,
customers may be asked to provide:

• The relevant order number or proof of purchase.
• A description of the issue.
• Photographs or videos, where relevant.
• Installation and usage information, where applicable.
• Any other reasonable information needed to assess the complaint.

7.2 Available remedies

Following review, Lilu will determine
an appropriate response in accordance
with the circumstances and applicable
consumer protection requirements.

Depending on the issue and the remedy
available under applicable law,
this may include inspection, repair,
replacement, correction of a service
or refund.

Nothing in this policy excludes
or restricts any consumer rights
that cannot lawfully be excluded.

08. Refund Requests and Processing

Refund requests will be assessed
individually. The outcome will
depend on the product or service
purchased, the reason for the request,
the fulfilment status and applicable
legal requirements.

Where a refund is approved, Lilu
will communicate the relevant
next steps to the customer.
Refunds will ordinarily be
processed through the original
payment method where practicable
and permitted by the payment provider.

The time taken for an approved
refund to appear in a customer’s
account may depend on the relevant
bank, card issuer or payment provider.

Customers may be asked to provide
reasonable information to verify
the original transaction.

09. Payment Errors and Transaction Disputes

If a customer believes a payment
has been duplicated, incorrectly
processed or not reflected in
an order, they should contact
Lilu with the relevant transaction
reference.

Lilu will review the available
transaction information and,
where necessary, liaise with
the relevant payment provider.

Customers should retain their
payment confirmations and order
references until the transaction
and fulfilment process has been
completed.

Nothing in this section restricts
a customer’s right to contact
their bank, payment provider
or appropriate authority about
a legitimate transaction dispute.

10. Customer Responsibilities

Customers play an important
role in ensuring that orders
and service arrangements are
completed efficiently.
We therefore encourage customers to:

• Review product information and specifications before ordering.
• Provide accurate delivery and contact information.
• Review assessment and payment conditions before checkout.
• Make themselves available for agreed appointments.
• Notify Lilu promptly of any issues or changes.
• Retain relevant payment and order confirmations.

These responsibilities support
effective service delivery and
do not remove any legal obligations
owed by Lilu to its customers.

11. Consumer Protection and Legal Rights

This policy is intended to operate
consistently with applicable
Nigerian laws, including the
Federal Competition and Consumer
Protection Act, 2018, where applicable.

Nothing in this policy is intended
to exclude, restrict, waive or
diminish any consumer right or
remedy that cannot lawfully be
excluded or restricted.

Where any provision of this policy
conflicts with a mandatory legal
requirement, the applicable legal
requirement will prevail to the
extent of the inconsistency.

12. Amendments to This Policy

Lilu reserves the right to review
and update this policy where
necessary to reflect changes
to its products, services,
operational procedures or
applicable legal requirements.

Any updated version will be
published on the Lilu website
with its applicable effective date.

The terms applicable to an order
will be considered alongside
the information communicated
to the customer at the time
of purchase, subject to applicable law.

13. Contact and Customer Support

For enquiries concerning this
policy, assessment payments,
product purchases, cancellations
or refund requests, customers
may contact our support team.

Business: Lilu Water

Email: support@liluwater.com

WhatsApp: +234 813 743 9934

Website: liluwater.com

When contacting us about an
existing order, please include
your order number or transaction
reference to help us locate
the relevant records.