REFUND & REPLACEMENT POLICY
Thank you for shopping with Liene! We hope you guys enjoy your shopping at Liene-life.com (referred to as the “Liene-life Store” in this policy).
1. ORDER CANCELLATION
For all orders (including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.
After shipping: To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. Liene will provide a return shipping label, and the designated carrier will collect the return package.
The customer needs to fill out and submit an order cancellation request regarding any order cancellation. Once an order cancellation request has been approved, Liene will email the customer a cancellation notification email. The customer shall not send a return package to Liene without receiving notification. Liene will reject all shipments without a scheduled arrival, and the customer is responsible for any related fees or losses
2. ORDER MODIFICATION
Please refer to our shipping policy to modify an order before the customer has received it.
We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. If the product return is due to an order modification, which means the customer placed a new order with a higher or similar dollar amount to the returned product(s), the processing fee can be avoided. A 10% processing fee will be deducted from the total refund amount if the product return is due to an order modification. The customer does not place a new order if the total amount is significantly lower than the original order.
3. MODEL REPLACEMENT & RETURN
Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting use) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.
For us to better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence.
*Definition of critically-damaged items: the product's main structure is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
- A) Minor damage to the outer packaging.
- B) Minor scratches or paint loss on the product.
- C) Damage to parts or wearing parts after excessive use.
- D) Damage to parts or wearing parts after using for a certain while or a certain number of times.
For non-quality issues, a customer may ask for product replacement or return within 15 days after receiving it. A 10% processing fee will be applied, but we can prevent it for the customer if a replacement order is received. Liene will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.
Once our warehouse receives the returned product(s) and confirms that it meets our return condition, we will deduct any applicable fee and refund the remaining amount using the customer's original payment method.
Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to different financial institutions' different fund transfer procedures.
Please contact us at firstname.lastname@example.org if the customer has not received the refund after ten business days.