Refund and Returns Policy

Returns:

Our policy lasts 30 days. If 30 days have passed since your purchase, we unfortunately can’t offer a refund or exchange.

To be eligible for a return, the item must be unused and in the same condition in which you received it. It must also be in its original packaging and accompanied by a receipt or proof of purchase.

As much as it pains us to see our pieces go, you are responsible for the shipping costs to send the products back to our warehouse.

Shipping charges paid by the customer, if any, are non-refundable.

Please note: if your purchase included any free gift/promotion, it must also be returned if you make a full or partial return that brings the order below the promotional threshold. We also reserve the right to deduct any promotion your order benefited from.

Non-returnable items:
* Gift cards

Partial refunds (if applicable):
*Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

¿How to return a product?

To return your product, please ship it to the address we will provide by email.

Return shipping costs are your responsibility. Shipping costs are non-refundable. If you receive a refund, the cost of the return label (if supplied by us) will be deducted from your refund.

If you’re returning an item valued over €50, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Refunds:

Once your return is received and inspected, we’ll send you an email to notify you that we’ve received your item. We’ll also inform you whether your refund is approved or rejected.
If approved, your refund will be processed and automatically applied to your original method of payment within a certain number of days.

Please note: if your purchase included a free gift/promotion, it must also be returned if you make a full or partial return that brings the order below the promotional threshold. We reserve the right to deduct any promotion your order benefited from.

Late or missing refunds 

If you haven’t received a refund yet:

1. Check your bank account again.

2. Contact your credit card company; it may take some time before your refund is officially posted.

3. Contact your bank; processing times are often required.
   If you’ve done all of this and still haven’t received your refund, please contact us at info@lioramadrid.com.

Exchanges

Solo reemplazamos los artículos si están defectuosos o dañados. Si necesita cambiarlo por el mismo artículo, envíenos un correo electrónico a info@lioramadrid.com y le indicaremos la dirección de envío para el cambio.

Incorrect addresses, delivery issues, and re-shipments

It is the customer’s responsibility to enter all shipping details correctly at checkout, including full name, address, postal code, phone number, and any information needed for delivery. Once the order is confirmed, our system processes the data automatically; therefore, if more than 24 hours have passed and the shipment has already been handled, we cannot modify the address.

If the order is returned to our warehouse due to an incorrect or incomplete address or an error in the information provided by the customer, a re-shipment fee of €6.50 will be applied to send the package again to the corrected address.

If the customer chooses not to re-ship and requests a refund instead, a €4.00 processing fee will be applied and deducted from the refund amount. This fee covers administrative, logistics, and payment processor costs, including cases where the order benefited from free shipping or other promotions, as those costs are partially covered by us.

This responsibility also applies to product personalization. Please carefully review all information entered (such as initials, names, or dates) before confirming your order, as personalized items are made uniquely to the customer’s specifications and cannot be modified or canceled once production has begun.

Our 30-day guarantee

Our guarantee covers the first 30 days from receipt of the order. If during this period your item presents any defect, damage, or manufacturing issue, we will replace the product at no cost. To start the process, please email info@lioramadrid.com with your order number, a brief description of the issue, and one or more photos clearly showing the defect or problem.

Once we receive your message, our team will assess the situation and confirm the next steps to send you a replacement as soon as possible.
After 30 days from receipt, we unfortunately cannot offer a replacement or exchange, as the guarantee will have expired.