Refund policy

Last Updated: 14 June 2025

This Refund, Return & Cancellation Policy (“Policy”) applies to all purchases made through www.lioara.in and is governed by the Terms & Conditions of the website.

Lioara is a brand owned and operated by Kland Private Limited (“Lioara”, “Company”, “we”, “us”, or “our”).

By placing an order on our website, you agree to the terms outlined in this Policy.

1. Order Cancellation

Cancellation by Lioara

We reserve the right to refuse or cancel any order at our sole discretion due to reasons including but not limited to:

• Product unavailability
• Pricing or product information errors
• Suspected fraudulent activity
• Payment verification issues
• Any unforeseen circumstances beyond our control

If your order is cancelled by us after payment has been received, the full amount will be refunded to your original payment method.

Cancellation by Customer

•  Orders may be cancelled within 3 hours of placement for a full refund.
• Cancellation requests received after the order has been processed or shipped may not be accepted.

If the order has already been shipped but not delivered, you may refuse delivery at the time of arrival.

Once an order has been delivered and accepted, it cannot be cancelled.

2. Returns

Due to the personal care and hygiene nature of our products, Lioara does not accept returns once products have been delivered, except in cases where:

• The product received is damaged.
• The product received is defective.
• An incorrect item was delivered.
• Items are missing from the package.

3. Replacement Policy

• If you receive a damaged, defective, incorrect, or incomplete order, you may request a replacement.

Replacement Request Conditions

• Requests must be raised within 3 days of delivery.
• Customers must provide clear supporting evidence, including:
  
• Unboxing video (preferred)
  
• Images of the product and packaging
• Order details
  

Replacement requests should be sent to:

Email: hello@lioara.in

Upon verification and approval by our team:

• The product may be collected for inspection
• A replacement will be shipped within 7 business days of approval, subject to product availability.

Eligible Reasons for Replacement

• Product damaged during transit
• Manufacturing defect
• ·Wrong product delivered
• Missing item(s) in the package

4. Refund Policy

Refunds are only applicable in the following situations:

• Order cancelled within the eligible cancellation period.
• Order cancelled by Lioara.
• Order could not be delivered and is returned to origin.
• Replacement request is approved but a replacement product is unavailable.

No refunds will be issued for:

• Delivered products that are not defective.
• Incorrect orders placed by the customer.
• Change of mind after delivery.
• Opened or used products.
• Products with broken seals.

5. Non-Returnable Products

For hygiene and safety reasons, the following products are non-returnable and non-refundable once delivered:

• Acne patches
• Personal care and skincare products
• Disposable hygiene products
• Any product with a broken seal or opened packaging

6. Damaged Packages

Customers are advised not to accept deliveries where the outer packaging appears tampered with, torn, or severely damaged.

Any concerns regarding damaged packages must be reported within 24 hours of delivery.

7. Refund Processing

Approved refunds will be processed to the original payment method used during purchase.

• Refund processing may take up to 7 business days from approval.
• Actual credit timelines may vary depending on the customer’s bank, card issuer, or payment provider.

8. Contact Us

For any questions regarding cancellations, replacements, returns, or refunds, please contact:

Kland Private Limited
Brand: Lioara
Email: hello@lioara.in

We are committed to resolving customer concerns fairly and efficiently.