Returns & Refunds

Last updated: July 18, 2026

At LIORÉ, we want you to feel confident when shopping with us. This policy explains your rights and the process for cancellations, returns, refunds, and products that arrive damaged, incorrect, incomplete, or faulty.

This Returns & Refunds Policy applies to purchases made directly through the LIORÉ website. Nothing in this policy limits any mandatory consumer rights available under applicable law.

For the fastest handling, submit your request through our Contact Us form.

You may also email support@lioreglow.com.

A legally valid withdrawal notice will not be rejected solely because another clear and legally permitted communication method was used.

14-Day Right of Withdrawal

If you are a consumer in the European Economic Area or the United Kingdom, you generally have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason.

Customers in other locations may have similar rights under applicable local law.

The withdrawal period normally begins on the day after you, or a person designated by you other than the carrier, receives the product.

If products from the same order are delivered separately, the withdrawal period normally begins on the day after the final product has been received.

To exercise your right of withdrawal:

• Notify us before the 14-day withdrawal period expires.
• Include your full name and order number.
• Provide a clear statement confirming that you wish to withdraw from the purchase.
• You may use the statutory withdrawal form supplied with your order, but using this form is not mandatory.
• Return the eligible product without undue delay and no later than 14 days after notifying us.

Product Inspection and Return Condition

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics, and functioning, in the same way you would normally be permitted to inspect it in a physical shop.

Returned products should, where reasonably possible, be:

• Complete and accompanied by all included accessories and components
• Returned in their original packaging
• Securely packaged to prevent damage during return shipping
• Returned with all relevant hygiene, safety, and protective seals intact where the hygiene exception applies

Handling a product more than reasonably necessary may result in a deduction from the refund to reflect any reduction in value, where permitted by law.

Health and Hygiene Products

The right of withdrawal may not apply to sealed products that are not suitable for return for genuine health-protection or hygiene reasons after the seal has been opened or broken.

This exception may apply to certain sealed:

• Beauty products
• Makeup products
• Skincare products
• Haircare products
• Body-care products
• Personal-care products

This exception does not automatically apply to every opened beauty product. Eligibility will be assessed according to the type of product, its protective seal, and applicable law.

This exception does not affect your rights if a product is damaged, incorrect, incomplete, faulty, unsafe, or not as described.

Other Non-Returnable Products

Subject to applicable law, the right of withdrawal may also be excluded for:

• Products made to your specifications or clearly personalised
• Goods that deteriorate or expire rapidly
• Sealed health or hygiene goods after the relevant seal has been opened or broken
• Digital content or other products where a statutory exception applies

Products damaged through misuse, improper handling, alteration, contamination, or failure to follow the product instructions may not qualify for a full refund.

Mandatory rights relating to faulty, unsafe, or non-conforming products remain unaffected.

Damaged, Incorrect, Incomplete, or Faulty Orders

Please notify us as soon as reasonably possible if your order arrives:

• Damaged
• Incorrect
• Incomplete
• Faulty
• Unsafe
• Materially different from its description

Please provide the following information where relevant:

• Your full name
• Your order number
• A clear description of the issue
• Clear photographs or video of the product
• Photographs of the shipping packaging and shipping label
• Any other information reasonably required to investigate the matter

Keep the product, shipping label, and all packaging until we have reviewed your request and provided further instructions.

Depending on the circumstances and applicable law, an appropriate remedy may include:

• Repair
• Replacement
• Price reduction
• Full or partial refund
• Another solution required by applicable law

Where a return is required because LIORÉ supplied a damaged, incorrect, incomplete, or faulty product, LIORÉ will cover reasonable return costs where required by law.

Return Process

Do not send a product back before receiving return instructions and the correct return address.

To begin a return:

1. Submit your request through our Contact Us form
2. Wait for our return instructions and authorised return address.
3. Package the product securely.
4. Include any requested order information.
5. Use a trackable shipping service where reasonably available.
6. Keep your proof of postage until the return and refund have been completed.

Do not send returns to our registered business address unless we have specifically instructed you to do so.

Products sent to an incorrect or unauthorised address may be delayed, rejected, or returned to the sender.

Return Shipping Costs

When you change your mind or exercise a statutory right of withdrawal, you are responsible for the direct cost of return shipping, unless:

• LIORÉ has agreed to cover the cost
• The product is damaged, incorrect, incomplete, faulty, unsafe, or not as described
• Applicable law requires LIORÉ to cover the cost
• You were not properly informed before purchase that you would be responsible for the return cost

You are responsible for packaging the returned product securely.

Where permitted by law, LIORÉ may not be responsible for damage caused by inadequate return packaging.

Refunds

We will notify you after the returned product has been received and reviewed.

Approved refunds will normally be issued to the original payment method, unless another refund method has been expressly agreed.

Where a statutory right of withdrawal applies, we will reimburse the amount due without undue delay and no later than the deadline required by applicable law.

We may withhold reimbursement until:

• We have received the returned goods; or
• You have supplied valid evidence that the goods were sent back,

whichever occurs first.

For a complete eligible order returned under the right of withdrawal, the refund will include the cost of the least expensive standard delivery method offered during checkout where required by law.

Additional costs resulting from express, premium, or another more expensive delivery method are not normally refundable.

Original delivery charges are not normally refunded for partial-order returns unless required by applicable law.

Reduced Refunds

Where permitted by law, we may make a reasonable deduction from your refund to reflect a reduction in the product’s value caused by handling beyond what was necessary to inspect it.

This may include products that are:

• Used, tested, altered, contaminated, or damaged beyond reasonable inspection
• Returned incomplete
• Missing included components or accessories
• Damaged because of inadequate return packaging
• Otherwise reduced in value because of the customer’s handling

Any deduction will be assessed reasonably and in accordance with applicable law.

Late or Missing Refunds

After a refund has been issued, it may take several business days to appear in your account.

Processing times depend on your bank, card issuer, or payment provider and are outside LIORÉ’s direct control.

If a confirmed refund is not visible:

1. Check the original payment account.
2. Contact your bank, card issuer, or payment provider.
3. Allow the provider’s standard processing time to pass.

If the refund is still missing after completing these steps, contact us through our Contact Us form.

Exchanges and Replacements

We do not guarantee direct exchanges for voluntary returns.

If you would like another product, size, colour, or variation, you may be required to return the original product and place a new order after the return has been approved.

Replacements for damaged, incorrect, incomplete, or faulty products are handled separately and do not reduce your statutory rights.

Order Cancellations and Changes

Contact us as soon as possible if you need to cancel or change an order.

We cannot guarantee that an order can be changed or cancelled after processing or fulfilment has begun.

If the order has already been dispatched, you may need to wait until it has been delivered and then follow the applicable return process.

This does not limit any statutory right of withdrawal available to you.

Refused, Unclaimed, or Undeliverable Orders

If an order is returned because it was:

• Refused by the recipient
• Not collected
• Left unclaimed
• Undeliverable because of incorrect or incomplete customer-provided information

we will review the circumstances before issuing a refund or arranging reshipment.

Where permitted by law, reasonable return-shipping, carrier, handling, import, or reshipping costs may be deducted from a refund or charged before reshipment.

No deduction will be made where the delivery failure was caused by LIORÉ, our fulfilment partner, or a carrier acting on our behalf.

Statutory Consumer Rights

This policy does not exclude, restrict, or replace any mandatory consumer rights available under applicable law.

Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take priority.

For information about delivery, tracking, customs, and delayed shipments, please review our Shipping & Delivery Policy.

For our complete legal and business details, please review our Legal Notice.