LILIN Rewards Terms & Conditions

Membership

Membership is available to approved direct trading customers of LILIN UK who meet applicable annual spend and account requirements.
Customers may apply to join the LILIN Rewards programme at any time. Acceptance into the programme is subject to approval by LILIN UK management.
Customers must maintain an active trading account in good standing, including compliance with payment terms and account obligations, to remain eligible.
Membership may be suspended where a customer account exceeds agreed payment terms.
Membership will be permanently revoked if a customer account is referred to a debt collection agency.
Membership is valid for one calendar year (1 January – 31 December) and will be reviewed during Q4 each year in consultation with your account manager.
Customers who lose membership due to late payment or under the 3 Strike Rule may reapply after a period of one full calendar year.
Customers must achieve the applicable annual sales target to maintain their membership tier.
Annual spend calculations are based on invoiced product revenue excluding VAT, shipping charges, services, credits, returns, and any promotional discounts unless otherwise agreed in writing. Spend is recognised based on invoice date.
Once a customer reaches the spend threshold for a membership tier within the calendar year, they will automatically move to that tier and receive the associated benefits with immediate effect.
If the customer does not achieve the required annual spend threshold by end of year, membership status will be adjusted to the appropriate tier for the following calendar year.
Annual spend totals reset on 1 January each year.
Customers will receive a spend update within the first month of each calendar quarter.
Quarterly reviews will be conducted to assess progress toward membership targets.
Membership and programme benefits are non-transferable and may not be assigned to another entity.
LILIN reserves the right to remove customers for misuse of programme benefits, inaccurate claims, excessive returns, or conduct inconsistent with programme intent.

Benefits

Demonstration goods discounts may be used once per calendar year and remain subject to availability and written approval from LILIN.
Demonstration goods discounts do not apply to software, services, or any excluded products as notified by LILIN.
Additional benefits may be introduced by LILIN from time to time and will be communicated where applicable.

General

LILIN reserves the right to amend, suspend, or withdraw the LILIN Rewards programme at any time.
LILIN shall not be liable for delays or inability to provide programme benefits due to circumstances outside its reasonable control.
Programme benefits are subject to availability and operational capacity.
Any disputes relating to membership status, spend calculations, warranty eligibility, or NFF outcomes must be raised within 30 days of notification.

Returns, Extended Warranties & Advance Replacements

The standard LILIN returns and RMA process must be followed at all times.
Advance Replacement products are subject to stock availability at the time the RMA is approved and issued.
Where the original product is no longer available or appropriate, LILIN may provide a like-for-like replacement (as determined by LILIN), including a service spare in good working condition.
Extended Warranties and Advance Replacement benefits apply only to products purchased whilst the customer holds active LILIN Rewards membership and remain valid only while membership is maintained.
If membership is revoked, suspended, or expires, any Extended Warranty and Advance Replacement entitlements immediately revert to the standard product warranty terms.
Rejoining the LILIN Rewards programme does not reinstate any previous Extended Warranty entitlement on historic purchases.
Any Advance Replacement provided does not create a new warranty period; the original warranty period remains unchanged and continues from the original invoice date.
Products returned with physical damage, misuse, or conditions outside standard warranty terms may incur a handling charge of up to 50% of original invoice value as determined by LILIN following inspection, at LILIN’s discretion.

No Fault Found (NFF) & 3 Strike Rule

If a product is returned under RMA as defective and, following testing by LILIN, is determined to be No Fault Found (NFF), the incident will count as one (1) strike.
If a customer accumulates three (3) NFF outcomes relating to Advance Replacement requests within a single calendar year, membership of the LILIN Rewards programme will be revoked (the 3 Strike Rule).
Revocation of membership under the 3 Strike Rule results in the immediate removal of all associated programme benefits, including Extended Warranty entitlement. Products previously covered will revert to standard warranty terms from their original purchase date.

Avoiding No Fault Found (NFF)

To help minimise unnecessary returns and avoid NFF strikes:

Contact LILIN Technical Support while the device remains installed and connected to the live system wherever possible. Devices removed from site or disconnected may limit fault diagnosis.
Please note that issues identified during investigation may originate from external system factors, including network configuration or third-party infrastructure.
If an Advance Replacement product is requested prior to attending site and the issue is subsequently resolved without use of the replacement product, the replacement may be returned unused and will not count toward the 3 Strike Rule.