Refund policy

General Return and Exchange Policy:

If you wish to return or exchange an order due to any quality issues or personal reasons, please contact us at support@liorcepets.com within 30 business days of receiving the goods. We will do our best to ensure your satisfaction. However, please do not return any orders without first communicating with us. If you return products without confirmation, our warehouse will not be able to identify the sender, resulting in an inability to process your refund.

Supported Return and Exchange Conditions:

LIorce accepts returns and exchanges within 30 business days of receiving the goods, provided the items are still in brand-new condition and meet any of the qualifying criteria listed below, or if the product meets warranty or claim guarantee terms (please refer to the details on the Warranty page):

Products may be returned or exchanged if they meet the following conditions:

1. Non-customized or personalized products
2. Tags have not been removed
3. No signs of use (including but not limited to hair, dander, dirt, odor, etc.)
4. Not damaged or cleaned
5. Within the 30-day window

All returns will be thoroughly inspected upon receipt. Please allow 3-5 days from the date the goods are delivered for processing and refund. We aim to consider the needs of our customers but reserve the right to refuse any returns that do not meet the above qualifications.

Return and Exchange Shipping Costs:

Return and exchange shipping costs are the responsibility of the customer. If the product qualifies under warranty claim terms, we will refund the shipping costs after receiving and confirming the product is within the warranty period.

About Return Shipping Labels:

Our return process is handled through Amazon's MFC Multi-Channel Fulfillment service. Once we confirm that the customer's product meets our return conditions and the shipping fee is paid, we will send the customer an Amazon Return Merchandise Authorization (RMA) via email. The Return Merchandise Authorization (RMA) includes two parts: the return shipping label and the return approval form:

1. Return Shipping Label: This label contains the address of the operational center that will receive and process the returned goods. Please ensure this label is affixed to the return package.
2. Return Approval Form: This form includes a barcode and a description of the returned item. The return approval form must be included in the return package.

Once we receive and inspect the product, we will immediately process the refund.

Refund Cycle:

We will notify you of the approval or rejection of your refund after receiving and inspecting your return. If approved, your refund will be processed automatically to your original payment method within 10 business days. Please remember that your bank or credit card company may take some time to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received the refund, please contact us at support@liorcepets.com.

Terms of Note:

Warranty terms differ from return and exchange terms. Warranty terms generally apply to passive conditions such as shipping errors and factory defects, while return and exchange terms are more aligned with customer subjective needs. For details, please refer to the Return and Exchange Terms page.

Generally, non-standard or customized products are not eligible for return or exchange unless they meet warranty or claim conditions. Products sent as replacements for lost parcels or warranty shipments cannot be returned or exchanged.