1. Return Window
You may request an eligible return or exchange within 14 calendar days after the order is delivered or personally received.
Contacting LionHeart within the return window does not automatically approve the return. We must first review the request and provide return instructions.
2. Conditions for an Eligible Return
Unless the item arrived damaged, defective, or incorrect, a returned product must be:
- Unworn, unused, unwashed, and unaltered.
- Free from stains, odors, hair, makeup, deodorant marks, damage, or other signs of use.
- Returned with its original tags, accessories, packaging, and included items when applicable.
- Accompanied by the order number or other reasonable proof of purchase.
- Sent back according to the instructions provided by LionHeart.
LionHeart may decline a return when the product does not satisfy these conditions or when the condition prevents the item from being resold. Mandatory rights provided by applicable law are not limited by this policy.
3. Items That Are Not Returnable
The following items are generally not eligible for return or exchange unless they arrived damaged, defective, incorrect, or applicable law requires otherwise:
- Products marked "Final Sale" before purchase.
- Personalized, customized, altered, or specially ordered products.
- Gift cards or promotional credits.
- Products that have been worn, washed, used, stained, damaged after delivery, or altered by the customer.
- Products returned without required tags, accessories, packaging, or proof of purchase when those items are reasonably necessary to evaluate the return.
- Items that cannot be safely resold for health or hygiene reasons after their protective packaging, seal, or hygienic barrier has been removed, when clearly disclosed before purchase.
Discounted products may still be eligible unless they were clearly identified as Final Sale.
4. Damaged, Defective, or Incorrect Items
Inspect your order promptly after receiving it. Report a damaged, defective, or incorrect item within 48 hours when reasonably possible.
Include the order number, a description of the problem, and clear photographs of the item, packaging, shipping label, and damage or error. Do not discard the product or packaging until LionHeart has reviewed the request.
When LionHeart confirms that it sent an incorrect item or that an item arrived damaged or defective, LionHeart may provide a replacement, exchange, repair where appropriate, or refund. LionHeart will cover reasonable return shipping when it requires the affected item to be returned because of LionHeart's confirmed error.
5. How to Request a Return or Exchange
Submit the request through the LionHeart Contact page. Include:
- Your full name and order number.
- The item and variation involved.
- Whether you are requesting a return, exchange, or help with a damaged or incorrect item.
- A brief explanation and photographs when relevant.
Wait for approval and return instructions before sending anything. Unauthorized returns, packages sent to an unapproved address, or cash-on- delivery return shipments may be refused.
6. Sending an Approved Return
After approval, ship or deliver the item within 7 calendar days unless LionHeart provides a different deadline.
Unless the return results from a confirmed LionHeart error, the customer is responsible for return shipping, packaging, insurance, and tracking costs. Original shipping charges are not refundable unless required by law or the return results from a confirmed LionHeart error.
Use a trackable method and retain the receipt. LionHeart is not responsible for a return that is lost, damaged, or delivered to the wrong location before LionHeart receives it.
7. Inspection and Approval
LionHeart will inspect the returned product after receiving it. We will notify you whether the return, exchange, or refund is approved, partially approved, or declined.
A reduction may be applied when permitted by law if an item has lost value because it was used, damaged, altered, or returned incomplete beyond what was reasonably necessary to inspect it.
8. Refunds
LionHeart generally initiates an approved refund within 5 business days after completing the return inspection or approving a refund that does not require a physical return.
Refunds are normally issued to the original payment method when practical. For Zelle, bank transfer, or another manually coordinated payment, LionHeart and the customer may agree on a reasonable refund method. We may request information necessary to send the refund, but we will not request passwords, PINs, or full online banking credentials.
Financial institutions and payment providers may require additional time to post the refund. Shipping fees, payment-provider fees, return shipping, and discounts are handled according to this policy, applicable law, and the circumstances of the order.
9. Exchanges
Exchanges are subject to product and variation availability. An exchange is not reserved until LionHeart confirms it.
When the replacement costs more, the customer must pay the difference before shipment or delivery. When it costs less, LionHeart will refund or credit the difference as agreed.
The customer is generally responsible for shipping costs associated with a preference- based size, color, or product exchange. LionHeart covers reasonable shipping when the exchange is required because of its confirmed error.
10. Order Cancellations
Contact LionHeart promptly to request cancellation. A cancellation is not guaranteed after an order has been paid, prepared, committed to delivery, shipped, or delivered.
Unpaid or abandoned orders may be cancelled automatically. When LionHeart cancels an unshipped order and payment was collected, LionHeart will provide the refund required by applicable law.
11. Shipping Delays and Unshipped Orders
When LionHeart cannot ship within a promised timeframe, it will provide the notice, delay option, cancellation opportunity, and refund required by applicable law.
If an order is cancelled because LionHeart cannot ship it, the customer will not be limited to store credit when the law requires a monetary refund.
12. PayPal and Payment Disputes
PayPal transactions may also be subject to PayPal's separate buyer and seller protection terms, dispute procedures, deadlines, eligibility rules, and decisions.
Contacting LionHeart first may allow us to resolve an issue more quickly, but nothing in this policy requires a customer to waive rights available under applicable law or a payment provider's governing terms.
13. Abuse and Fraud
LionHeart may deny a request, restrict future transactions, or report conduct when it reasonably identifies return fraud, payment fraud, altered evidence, abusive behavior, repeated misuse, or an attempt to obtain both a refund and the merchandise.
14. Consumer Rights
This policy does not limit warranties, cancellation rights, remedies, or consumer protections that cannot legally be excluded. Where applicable law provides greater rights, those rights control.
15. Changes to This Policy
LionHeart may update this policy when its products, processes, providers, or legal obligations change. The version posted when an order is submitted generally applies to that order, except when the law requires otherwise.
16. Contact
Submit return, exchange, refund, cancellation, or damaged-item requests through the LionHeart Contact page.