RETURNS AND REFUNDS POLICY  

At Liowen we offer a 14 day money back guarantee to ensure you have the best experience possible. If you're not happy with your purchase, contact us and we'll fix it! We do not accept returns after the 14 day period, so contact us as soon as possible for a full refund! 

HOW TO REQUEST A REFUND? 

Simply fill out our form on the contact page or email us at infoliowen@gmail.com with your order number. Once the product is received and verified, we will give a full refund of the amount spent! (Refunds could take up to 5 days, depending on the lender) 

SHIPPING AND RETURN OF THE PRODUCT(S). 

The shipping and any costs related to the return of the order are charged to the customer.

IF THE PRODUCTS ARE DEFECTIVE/WRONG/DAMAGED? 

If the products received are defective, wrong and/or damaged, contact us within 14 days from the moment you received the package. Remember to include your order number, photographs of the product in question and all references to the parcel invoice and, in accordance with our money back guarantee policy, we will do our best to resolve the issue as soon as possible. 

*If the products received do not fully meet your expectations, contact us to receive a discount coupon.

*Full refunds are not given on orders that are not defective, damaged and/or incorrect. If the orders fall into these three categories, the same working product and/or as ordered by you will be sent again (in case of out of stock, you will be sent a voucher to spend on buying another product of the same value)

*In no case will the monetary refund of the amount spent be made!

EXCLUSION OF THE RIGHT OF WITHDRAWAL
*Since we are dealing with the sale of food products, which "risk to deteriorate or expire rapidly" being subject to alteration also as a result of inappropriate storage, for reasons of hygiene and customer protection, the right of withdrawal is not applicable.

HOW DO I CHANGE OR CANCEL MY ORDER? 

Please contact us as soon as possible at infoliowen@gmail.com if you wish to change or cancel your order. Remember to include your order number and the change/cancellation you wish to make, you will receive confirmation of the operation. 

Orders that have already been packaged or shipped cannot be changed or cancelled. 

WHAT HAPPENS IF THE CUSTOMER DOES NOT COLLECT THE PACKAGE?

When an order has not been collected by the recipient, it will be returned to our warehouse. Once the order is received, it will be processed by the Technical Support team and forwarded to the Administration Department for reimbursement.

The shipment of the order and its return to the warehouse involve transport costs, which the company or person who placed the order must pay. As a result, you will receive a payment corresponding to the return of the order, less the return shipping costs.

This process can take up to 4 weeks.

ACCIDENTS WITHIN 24/48 HOURS OF DELIVERY IN THE EVENT OF A DAMAGED PACKAGE:

All our products leave the warehouse with their packaging in perfect condition. If the customer detects any damage upon delivery, it is ESSENTIAL that the wording " VISIBLY DAMAGED PACKAGE " is clearly indicated on the courier's delivery note. It is advisable to use the order confirmations to send to your customers to train them in this good practice.

If the customer informs of an incident within 24 hours of delivery, attaching the scanned shipping note, we can use this document to claim against the shipper's insurance and once the incident has been resolved, replace the damaged product with a new one .