In Lalumbar we make every garment by hand and to measure, thinking of the people who will wear it eight hours a day. The same standards we apply to our manufacturing are the ones we apply to our warranty policy: we want every company and every end user to know exactly what to expect, with no small print.
1. Before we begin: what kind of product is Lalumbar
Our garments are:
— Made to measure according to each person's waist measurement.
— In direct contact with the skin, and therefore classified as a personal hygiene product.
— Personalised with the company's brand identity (garment, packaging and redemption platform).
These three characteristics determine the legal and practical framework of this policy, in which our quality commitment goes beyond the legal minimum. Here is how we guarantee it.
2. The pilot: our programme guarantee, not just a product guarantee
We know that the best way to build trust is not a return, but avoiding the need to return in the first place. That is why every programme starts with a pilot of 5 to 14 people:
— No lock-in. There is no commitment to continue after the pilot.
— No subsequent minimums. Scaling the programme is a decision, not a contractual obligation.
— With objective data. At the end, the company receives a usage report and real team feedback to make an informed decision, not an intuitive one.
If the pilot result is not satisfactory, the company simply does not continue. Garments already made and delivered during the pilot are not individually refundable — given their personalised and hygienic nature — but the risk of scaling a programme that does not work is eliminated by the design of the process itself.
3. Manufacturing warranty — 12 months
Every Lalumbar garment is covered by a 12-month warranty from the date of delivery against any manufacturing defect:
— Seams that give way or come apart under normal use conditions.
— Failure of the thermal performance of the CR neoprene material.
— Defects in the fastening, velcro or adjustable elements.
— Abnormal deterioration of the fabric not attributable to natural wear or misuse.
What the company or end user receives:
— Repair of the garment where possible, or
— Full replacement at no cost where repair is not viable.
In both cases, shipping costs — both the return of the defective garment and the replacement or repair — are covered by Lalumbar. The company bears no transport costs.
What this warranty does not cover:
— Natural wear from prolonged use (gradual loss of elasticity after years of use).
— Damage resulting from incorrect washing (bleach, tumble dryer, iron, temperatures above 30°C).
— Handling, cutting or alteration of the garment by third parties.
— Use of the garment for a purpose other than intended (it is not a medical or orthopaedic product).
— Deformation or tearing of the fabric resulting from forced stretching beyond the size range for which the garment was made. Lalumbar is designed with flexible fit tolerance, but is not intended to adapt to measurements significantly larger than those provided at the time of order.
How to make a claim:
— Contact us via WhatsApp (691 104 940) or email (info@lalumbar.com), stating the company and redemption code affected.
— Attach clear photos or a video of the defect.
— We will confirm the resolution within a maximum of 5 working days.
— If a replacement is required, the new garment will be made and shipped at no additional cost.
4. Size, model or personalisation errors
We understand that in programmes of 5, 25 or more people, occasional mismatches can occur. We handle them as follows depending on the source of the error:
Error on our part in manufacturing or thermal level
Solution: Full replacement → No cost → Shipping (both ways) covered by Lalumbar
Error on our part in brand personalisation
Solution: Correction and resend → No cost → Shipping (both ways) covered by Lalumbar
Incorrect size data provided by the company
Solution: Remake with correct measurement → Reduced manufacturing cost → Shipping (outbound) included in cost
Change of role or environment (e.g. office to outdoor)
Solution: Model change (Comfort ↔ Thermal ↔ Cold Pro) → Reduced manufacturing cost → Shipping (outbound) included in cost
Deadline to report any of these cases: 30 calendar days from delivery of the garment to the end user.
Note on shipping: where a reduced manufacturing cost applies, that cost already includes return shipping. The company does not receive separate shipping charges.
5. Cancellations before manufacturing
— Before size collection and confirmation: cancellation at no cost.
— After confirming sizes but before manufacturing begins: cancellation at no cost within the following 24 hours; after that point, a partial charge may apply for work already started, which we will communicate transparently before confirming.
— Once manufacturing has begun: as each garment is personalised per unit, cancellation or refund of that specific unit is not possible.
6. Damaged or incorrect garments on delivery
If a garment arrives damaged in transit or does not match the order:
— Report it within 7 calendar days of receipt.
— Attach a photo of the product and the packaging.
— We will handle the replacement at no cost, including shipping, as a priority over any other request.
7. Garment care
A key part of our warranty is providing clear information from the start:
— Machine wash at 30°C.
— No bleach, tumble dryer or iron.
— Professional dry cleaning is suitable.
— Store the garment in the included bag when not in use, and keep it inside the bag during each wash to protect the velcro and the rest of the laundry.
— The reversible design means you can continue wearing it when immediate washing is not possible.
Failure to follow these instructions may void coverage under the manufacturing warranty (see section 3).
8. Contact details
Customer support: Monday to Friday, 9am–4pm
— Phone: +34 691 104 940
— WhatsApp: 691 104 940
— Email: info@lalumbar.com
We respond to all warranty requests and incidents within a maximum of 24–48 working hours.
9. Applicable legal framework
This policy is offered as a commercial commitment by Lalumbar, above and beyond the legal minimums applicable to the B2B relationship between Lalumbar and its client companies.
As these are goods made to personalised specifications (to measure according to each person's waist measurement), in intimate contact with the skin (and therefore classified as personal hygiene products) and personalised with the company's brand identity (garment, packaging and redemption platform), the right of withdrawal provided for consumers under Royal Legislative Decree 1/2007 (art. 103.c) does not apply. Furthermore, as we work with businesses (B2B relationship), the 14-day consumer right of withdrawal does not apply either.
Nothing in this policy limits the rights that may correspond to the client company under applicable commercial legislation regarding warranties for hidden defects or faults.