Refund & Return Policy

1. Eligibility Window

• 30-day window: You have 30 calendar days from the date you received your order to initiate a return or exchange.
• Returns for Store Credit/Exchange only: Must be initiated within 30 days of delivery.

2. Condition of Returnable Items

To be eligible for a return or exchange, all items must be sent back in their original condition and packaging:

• Unused & unworn: The item must be unused, unworn, unwashed, and in the exact condition you received it. It must be free of stains, odors, or any signs of wear.
• Original packaging & tags: The item must be returned with all original tags, labels, and hygiene seals (not damaged), plus any accessories that were included.
• Complete set: Multipacks or promotional sets, or items with protective materials, must be returned with all pieces; product must be returned in full.
• Proof of purchase: A valid order number, original receipt, or order confirmation email is required for all returns.
• Returned in protective packaging: Items must be packed appropriately to avoid damage in transit.

Note: A return/exchange may be declined if the above conditions show signs of non-compliance or if there is any odor, damage, or tampering. We reserve the right to refuse items that do not meet the criteria. If a return is declined, we can arrange to ship the item back to you (shipping fees apply). Please email us before shipping your item to confirm eligibility and to receive the Return Merchandise Authorization (RMA) number.

3. Non-Returnable / Final Sale Items

For hygiene and safety reasons, the following items are considered Final Sale and cannot be returned or exchanged:

• Intimates, undergarments, and swimwear (if the hygiene seal has been removed or tampered with).
• Socks & hosiery.
• Beauty and skincare products (if opened or used).
• Gift cards.

Items marked as “Final Sale” or “Non-Returnable” on the product page or invoice (i.e., clearance or heavily discounted items) are also not eligible.

4. How to Initiate a Return (Step-by-Step Approval Process)

1. Request return (initial pre-approval):Email our Customer Service team at info@lianoriginal.com with the subject line Return. In your email, include:
   • Your full name and order number.
   • The item(s) you wish to return.
   • The reason (e.g., wrong size, wrong fit, change of mind).
   • State clearly whether you’re requesting Store Credit or an Exchange (specify the size/color).
2. Receive instructions:Our team will review your request and determine if the item(s) are eligible for return.
   • If approved for return: we will email you a Return Merchandise Authorization (RMA) number and specific return address/instructions. You must have this RMA number to proceed.
   • If declined: we’ll explain the decision (non-returnable items, condition issues, etc.).
3. Package safely:Place items securely in original (or sturdy) packaging along with any and all your original packaging/accessories. Clearly write the provided RMA number on the outside of the package.
4. Return shipping:The customer is responsible for the cost of return shipping. We recommend using a trackable service. Lian Original is not responsible for lost or damaged returns in transit.

5. Final approval, refund (store credit only) & processing time:

Final approval for any refund or exchange is only given after the returned product has reached us and passed a final inspection.
All returns approved for a refund will be issued in the form of a Lian Original Gift Card or Voucher.
We do not offer monetary refunds back to your original payment method.

• Inspection & Final Approval: Once your return is received, it will be thoroughly checked and inspected for compliance with Section 2. We reserve the right to deny the return if, upon inspection, the item is found not to be in resalable condition, regardless of initial email pre- approval. We will notify you immediately regarding the final approval or rejection of your return.

• Issuance: If the return is finally approved, your Store Credit/Voucher will be processed and sent to the email address associated with the original order.
• Processing time: Your refund will be processed and the store credit/voucher will be issued within 3–5 business days after return items being approved.
• Original shipping fees: The original shipping fees and any return shipping fees are non-refundable unless the item was defective or incorrect due to an error on our side.

6. Exchanges

We are happy to facilitate exchanges for the same item in a different size or color, if provided stock is available and the item meets all return conditions (Section 2).

• If the requested exchange item is out of stock, we will issue Store Credit/Voucher as outlined in Section 5.
• Exchanges are processed once the original item is received and finally approved.
• We will ship the new exchange item to you free of charge; however, please note that any applicable import duties, customs fees, or local taxes required by your country are the customer’s responsibility and are not covered by Lian Original.

7. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery at info@lianoriginal.com with:

• Your order number.
• Clear photos of the issue.
• A brief description of the defect or damage.

After verification, we will offer a replacement, exchange, or full store credit/voucher. (Shipping fees will be covered in this case.)

Contact Information

• Email: info@lianoriginal.com
• Support Chat on Website: lianoriginal.com
• Dedicated Customer Request Ticket: (The exact return address for items will be provided with the RMA.)