Return & Refund Policy
Return & Refund Policy
At Liolov.com, we want you to shop with confidence. If you are not completely satisfied with your purchase, please review the policy below to understand your cancellation, return, and refund options.
Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer law.
14-Day Right to Cancel
If you are a consumer in the United Kingdom, you generally have the right to cancel an eligible online purchase within 14 days of receiving your order, without having to provide a reason.
To exercise your right to cancel, please contact us within 14 days of receiving your order at:
Please include your order number, name, and email address used to place the order.
After notifying us of your cancellation, you must return the eligible item(s) in accordance with the return instructions provided by our customer support team.
Unless the item is faulty, damaged, incorrect, or otherwise required by applicable law, you will normally be responsible for the cost of returning the item.
Certain products may be excluded from the statutory right to cancel where permitted by law, including certain personalised, made-to-order, sealed hygiene-related, or other exempt products.
Order Cancellations
If you wish to change or cancel an order before it has been dispatched, please contact us as soon as possible at support@liolov.com.
We recommend contacting us within 24 hours of placing your order. While we will make every reasonable effort to accommodate your request, we cannot guarantee that an order can be changed or cancelled once it has entered processing or fulfilment.
This does not affect any statutory cancellation rights you may have after receiving your order.
60-Day Money Back Guarantee
In addition to your statutory rights, Liolov.com offers a 60-Day Money Back Guarantee on eligible products.
Where appropriate, we recommend trying your product for at least 14 days to give yourself enough time to experience it properly.
If you are still not satisfied, you may request a return under our Money Back Guarantee within 60 days of receiving your order.
To initiate a return, contact us through our Contact Us page or email:
Please provide your order number or the name and email address used when placing your order.
Do not return an item before contacting us. Our customer support team will provide the appropriate return instructions and return address.
Unless otherwise required by applicable law, customers returning an item because of a change of mind under our additional 60-Day Money Back Guarantee are responsible for the return shipping costs.
Original or additional shipping charges may be non-refundable under our voluntary 60-Day Money Back Guarantee. This does not affect any shipping refund you are legally entitled to when exercising your statutory cancellation rights.
Return Conditions
To help us process your return, please ensure that returned products are appropriately packaged and returned in accordance with the instructions provided by our customer support team.
Products should not be unnecessarily damaged, altered, or misused while in your possession.
Where permitted by applicable law, we may reduce a refund if the value of an item has been diminished because it has been handled beyond what would reasonably be necessary to inspect its nature, characteristics, and functionality.
Your statutory rights regarding faulty or misdescribed goods are not affected.
Refunds
Once your return has been received and reviewed, we will notify you regarding your refund.
Approved refunds will be issued to the original payment method.
We aim to process eligible refunds promptly and within the timeframes required by applicable consumer law. Once a refund has been issued, your bank, card provider, or payment service may require additional time for the funds to appear in your account.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or you receive an incorrect item, please contact us as soon as possible at:
Where possible, please contact us within 72 hours of delivery so that we can investigate the issue promptly.
Please provide:
- Your order number
- A description of the problem
- Clear photographs or other reasonable evidence showing the damage, fault, or incorrect item
We will review your request and provide an appropriate solution, which may include a replacement, refund, or other remedy depending on the circumstances and your applicable legal rights.
Damage to external shipping packaging, such as a dented box, does not necessarily mean the product itself is damaged.
We do not cover damage caused by misuse, accidental damage after delivery, improper care, or normal wear and tear.
The request to contact us within 72 hours is intended to help us investigate delivery-related damage quickly and does not limit any statutory rights you may have regarding faulty goods.
Shipping & Delivery
We aim to process and deliver orders within the estimated timeframes provided on our website.
Occasionally, delivery delays may occur due to circumstances outside our reasonable control, including courier disruptions, customs processing, severe weather, transportation delays, or other unforeseen events.
If your order is delayed or you experience a delivery problem, please contact us at support@liolov.com and we will assist you where reasonably possible.
Nothing in this section limits any rights you may have under applicable consumer law regarding late, lost, or undelivered orders.
Lost or Stolen Packages
If tracking indicates a delivery issue or you have not received your package, please contact us at support@liolov.com.
We may ask you to confirm your delivery details and, where appropriate, check with household members, neighbours, the courier, or the designated safe place.
We will review the circumstances and assist with the appropriate next steps.
We will not exclude responsibility where applicable consumer law makes Liolov.com responsible for ensuring that the goods are delivered to you.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error, please contact us as soon as possible at:
We recommend notifying us within 24 hours of placing your order.
If your order has not yet been processed or dispatched, we will make reasonable efforts to update the address. Once an order has been dispatched, however, we may not be able to change its destination.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping or redelivery costs may apply where legally permitted.
Return Shipping
If you are returning an item because you have changed your mind, you will normally be responsible for the cost of returning the product, provided this has been communicated to you and is permitted under applicable law.
If an item is faulty, damaged, incorrect, or not as described, please contact us before returning it. Where required by applicable consumer law, Liolov.com will cover reasonable return costs or provide another appropriate return method.
We strongly recommend retaining proof of postage until your return has been processed.
Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect changes to our business, services, or applicable requirements.
The latest version will always be published on Liolov.com.
Changes to this policy will not remove statutory rights that apply to purchases already made.
Contact Us
If you have any questions about cancellations, returns, refunds, damaged products, or your order, please contact our customer support team:
Liolov.com
Email: support@liolov.com
We will be happy to assist you with your request.