Refund policy
LIONA RETURNS & EXCHANGE POLICY
At Liona, we pour our heart into creating premium, cruelty-free skincare and haircare — designed with care for your skin, your hair, and our planet.
That said, we understand that sometimes things don’t go according to plan. Here’s how we handle exchanges fairly, transparently, and in line with South African consumer law.
1. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or not what you ordered, please contact us within 7 days of delivery.
Your order number
A clear photo of the product and packaging
A brief description of the issue
Once verified, we’ll arrange collection of the incorrect or damaged product and send you a replacement as quickly as possible.
All returned goods must be sent back for verification before an exchange can be processed.
2. Change of Mind / Unwanted Items
If you’ve changed your mind or ordered the wrong product, you may return unopened and unused products in their original packaging within 7 days of delivery, as per the Consumer Protection Act (CPA).
In these cases:
The return courier cost is for your account.
Once the returned product has been received and inspected, we’ll gladly send you an exchange of your choice (subject to product availability).
Any price differences will be settled prior to shipping.
3. Non-Exchangeable Items
For hygiene and safety reasons, we cannot accept exchanges on:
Opened or used products
Products where the hygiene seal has been broken
Gift cards or promotional items
Products purchased from third-party retailers (please contact them directly)
4. Processing Time
Once your returned item has been received and inspected, exchanges are processed within 5–7 business days.
We’ll notify you once your replacement product is on its way.
5. Our Commitment
We stand behind every Liona product. If you experience any issue, please reach out — we’re committed to resolving it fairly and ensuring you’re delighted with your purchase.
Contact Us
For exchange queries, please email hello@liona.co.za.
Include your order number and photos (if applicable) for faster assistance.
