Refund policy

• If the returned items are damaged or lost in transit due to improper packaging, the cost of repair and/or replacement will automatically be deducted from the refund we issue to you.
• We may even refuse to provide a refund if the goods arrive back to us severely damaged due to poor customer packaging.
• In any case, we are not responsible or liable for any damage to or loss of an item during the return shipment and/or caused by the shipper handling the return shipment.

RETURN SHIPPING COSTS

When Lionscool Pays For Return Shipping Cost

Lionscool will cover the cost of return shipping if the reason for the return is a direct result of OUR error. Examples of such instances may include:

• Item arrived defective and cannot be fixed with a replacement part.
• We shipped out the wrong item.
• We shipped it to the wrong address.
• We shipped a duplicate order.
• Item malfunctioned during the 40-day returns period (assuming the customer assembled the item properly per the instruction manual).

When the Customer Pays For Return Shipping

In the case of a return due to customer error or change of mind, return shipping is the customer’s responsibility, and shipping charges are paid by the customer. Pre-paid return shipping labels are not provided in these instances. It is important to note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs. Examples of these customer returns may include:

• Buyer's Remorse ("Not satisfied with performance," "Item doesn't fit me correctly," "Item doesn't meet my expectations," "I tried it, but I want something else," etc.)
• No Reason / No Longer Want
• Misinterpretation of Product Description (failure to fully read item details/descriptions/features)
• Order Cancellation after the item has already been shipped out, even if you have not yet received the item.
• Customer bought the wrong item.
• Customer accidentally bought too many.
• Customer accidentally provided the wrong shipping address.

After the 40-day returns period, customers may utilize the item's warranty period for repairs if the item is faulty or malfunctioning. Please see the product WARRANTY for details.

Return Information on Defective Upon Arrival Items

We always strive to provide the highest quality product before it leaves our warehouse. While it is uncommon, some damages may occur during the shipping process.

If your item arrives damaged for whatever reason, we are happy to handle returns and exchanges free of charge. In order to be eligible for this type of return, you need to request a review of your case within 3 days of arrival, otherwise your items will not be considered as "defective upon arrival."

If the return request for a damaged/defective item can be fixed with simple parts and support, we can provide the option of free replacement part(s) and advice on how to repair your item if the customer finds that to be the easier solution so you don't have to fuss with shipping a large bulky item back. Please note, we do not send out technicians or repairmen to customer homes.

IMPORTANT: For items that arrive damaged or are defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning. A customer who refuses to submit photos/videos of an allegedly malfunctioning/damaged item will be treated as "buyer's remorse" and will be responsible for shipping it back to us alone. The customer is also subject to the 10% restocking fee as well as any shipping charges the seller has paid out.

RESTOCKING FEES

All returns are subject to a 10% restocking fee which will be deducted from your refund if the item is proven to be the customer's fault for the reason for return. If the item has shipped and you want to cancel the order, even if you have not received it, the return shipping and restocking fees will apply.

REFUNDS

The refund (less shipping and restocking fees) will be applied to your original payment method once the return is processed in our warehouse. Original shipping costs are non-refundable.

Please note that the return process involves several stages, so please be patient in awaiting your refund.

Generally, following the date of arrival at our warehouse, this process is approximately 5 to 10 business days to receive a return, inspect, re-stock, issue credit to the original form of payment, and for credit/debit card payments for your banking institution to post the refund to your account (in certain instances additional stages are required).

Purchases made with credit cards and debit cards are issued back through the same method of payment. Refunds through credit and debit cards usually take up to 7 days but could vary by merchant or banking institution.

Full refunds may potentially take a few days up to a few months. Please contact your credit card and/or debit card issuer for more information.

CANCELLATION

• If the order is not picked up by the freight company, it's free for the customer to cancel or change the order.
• If the order is canceled/returned after the order is picked up by the freight company, a shipping charge will be incurred by the customer for the freight company to return it.
• We reserve the right to cancel orders deemed as a high risk of suspicious activity, fraud, or drop shipping (based on parameters provided by our merchant processors).

This refund policy applies to products purchased directly from the Lionscool website (https://www.lionscool.com). If you purchased Lionscool item(s) from a different retailer, please refer to their store refund policy.

For additional questions around our warranty policy, don’t hesitate to reach out to us at support@lionscool.com.