Your rights as a consumer

Legal guarantee

All goods sold in the European Union are covered by a legal guarantee of conformity. Below you will find the harmonised EU notice and information on how to exercise your rights with La Loba.

EU legal guarantee notice: minimum two-year legal guarantee protection for goods sold in the European Union. Sellers are liable for any lack of conformity and must offer free repair or replacement, or in some cases a price reduction or full refund. Some countries have a longer legal guarantee period.
More information at europa.eu

Minimum two-year protection across the EU

Consumers can rely on their rights under the legal guarantee of conformity, for example if the goods do not match the description or do not work as expected.

Sellers are liable for any lack of conformity that exists when the goods are delivered and becomes apparent within the legal guarantee period. In that case they must offer free repair or free replacement and, in some cases, a price reduction or a full refund.

Period applicable in Portugal

Some countries have a longer legal guarantee period than the EU minimum. In Portugal, where La Loba is established, Decree-Law 84/2021 sets the legal guarantee of conformity for new movable goods at 3 years from delivery. A shorter period may apply to second-hand goods, but never less than 18 months.

During the first two years after delivery, any lack of conformity is presumed to have existed at the time of delivery, unless proven otherwise. If you live in another EU country, the rules of your country of residence may give you additional protection.

What to do if you receive non-conforming goods

  1. Contact us as soon as possible to report the problem, by email at suporte@lalobashops.com or by phone on +351 916 390 480.
  2. Provide proof of purchase, such as the receipt, the invoice or a bank statement, and quote your order number.
  3. Describe the lack of conformity and, if possible, send photos or a video of the problem.
  4. We will review your request and confirm the applicable remedy: repair, replacement, price reduction or refund.

Exercising the legal guarantee is free of charge for the consumer. For hygiene and health reasons, opened intimate products cannot be returned under the right of withdrawal, but the legal guarantee of conformity always applies in the event of a defect.

Commercial guarantees

Sellers and producers may also offer commercial guarantees, which apply independently of the legal guarantee and never replace it. When a product comes with a producer's commercial guarantee of durability, it is identified by the EU GARAN label.

For more information about your rights, visit europa.eu/youreurope/guarantees or contact your national consumer protection authority.