Return and refund policy

This policy distinguishes the statutory 14-day withdrawal right, voluntary cancellation before dispatch, claims concerning defective or otherwise non-conforming goods, transport damage, and product-safety reports.

1. Four ways to notify withdrawal

A consumer in the European Union or European Economic Area may withdraw from an online purchase without giving a reason within 14 days, subject to the legal exceptions described below. The same procedure applies where mandatory law in the consumer's country grants an equivalent or stronger right, including the statutory cancellation right for qualifying United Kingdom distance contracts. For other destinations, LIORE does not grant an additional voluntary change-of-mind right unless this is expressly stated before the order is submitted. Mandatory rights under applicable local law and rights concerning defective, unsafe, incorrect, or otherwise non-conforming goods remain unaffected. No previously created customer account is required.

You may give an unequivocal withdrawal notice in any of these ways:

1. Open the Withdrawal request page and choose the available online method.
2. Open LIORE Orders, enter the email address used at checkout, enter the six-digit code sent by email, select the order and all or only some products and quantities, and submit the request. No password or prior account registration is required.
3. Email info@liore.ee with a clear statement that you withdraw, your name, order number, the relevant products and quantities, and the email used for the order.
4. Use the optional English model withdrawal form (fillable PDF or Word document) and email it to info@liore.ee.

The model form, a customer account, and a specific wording are optional. Preparing an email without sending it does not notify LIORE. Keep the confirmation or sent email as evidence. When an online withdrawal function is used, LIORE sends an acknowledgement on a durable medium without undue delay.

2. Calculating the 14-day period

For one item, the period begins when the consumer or a third party nominated by the consumer, other than the carrier, physically receives it.

Where one order is delivered in separate parcels or lots, the period begins when the last item, parcel, or lot is received. For regular delivery of goods over a defined period, it begins when the first item is received.

The deadline is met if the withdrawal notice is sent before the 14-day period ends. If LIORE has not provided the legally required withdrawal information, the period may be extended as provided by law.

You may withdraw from selected products and quantities in a larger order. The notice should identify them clearly.

3. Sending goods back

After giving notice, send the goods back without undue delay and no later than 14 days. Before dispatch, request the return instructions. Without undue delay, LIORE will provide one of the following as appropriate for the customer's country and the goods: an Omniva return code, label, or pre-filled booking usable through supported service points; a case-specific parcel-machine location and recipient details for a carrier that confirms it can deliver there; or another valid return route. A delay caused by LIORE in supplying the instructions does not remove the consumer's withdrawal rights.

Do not send goods to Pöörise tn 12 or to an arbitrary parcel machine. The registered office is not a return address. An unauthorised parcel may be refused, lost, or returned to the sender. A parcel machine may be used only where the selected carrier confirms delivery into that parcel-machine network. In particular, ordinary international post should not be addressed directly to an Estonian parcel machine unless the service supports that delivery. A customer may arrange any reasonably priced, compatible carrier after obtaining the valid destination and recipient details from LIORE.

Pack the goods securely. Include or clearly reference the order number, but do not place unnecessary personal or payment data in the parcel. Keep proof of dispatch until the matter is complete.

4. Direct return cost

For a statutory 14-day withdrawal, the consumer bears the direct cost of returning the goods and normally pays the chosen compatible carrier directly, unless LIORE agrees in writing to pay it or failed to give the legally required cost information. Where LIORE offers a return label or code whose cost is to be borne by the consumer, the exact cost and any agreed deduction from the refund are disclosed before the customer chooses to use it. The customer may instead use another compatible carrier.

For a defective, incorrect, damaged, unsafe, or otherwise non-conforming product, Leonem Limited OÜ bears the necessary return cost where required by law and provides an appropriate return method. A customer should not independently buy an unusually expensive return service without first allowing LIORE to arrange a reasonable method.

5. Refund after withdrawal

For full withdrawal, LIORE refunds all payments received under the withdrawn contract, including the cost of the least expensive standard outbound delivery method offered for the order. Extra cost caused by choosing a more expensive delivery method is not refundable. For partial withdrawal, outbound delivery cost is refunded only to the extent required by law, including where the delivery cost would have been lower without the returned items.

The refund is made without undue delay and no later than 14 days after LIORE receives the withdrawal notice. LIORE may withhold the refund until the goods are received or the consumer supplies evidence of dispatch, whichever occurs first.

The same payment method used for the original transaction is used unless the consumer expressly agrees otherwise. The consumer is not charged a refund fee. Bank and payment-provider processing times may affect when the refunded amount appears after LIORE issues it.

LIORE refunds taxes, delivery charges, and other amounts collected by LIORE only to the extent required by applicable law. Import VAT, customs duty, or carrier customs-clearance and handling fees paid directly by the customer to an authority or carrier were not received by LIORE and are not refunded by LIORE. The customer may need to request any available repayment from the relevant authority or carrier; LIORE will provide reasonable order or export documents under its control. Where checkout expressly states that LIORE collected or included such a charge, LIORE handles the corresponding refund to the extent required by law.

6. Sealed hygiene exception for beauty products

The right of withdrawal is excluded only where all of the following are true:

• the goods were delivered in sealed packaging;
• after delivery, the consumer broke or removed that seal; and
• after unsealing, the goods are genuinely unsuitable for return for health-protection or hygiene reasons.

This exception is assessed product by product. It can apply, for example, to a hygiene-sensitive cosmetic whose real protective seal has been broken. Opening an ordinary shipping box, product carton, or other packaging that is not an identifiable hygiene seal does not by itself remove the right of withdrawal.

This exception does not remove rights relating to a defective, incorrect, damaged, recalled, or unsafe product.

7. Inspection and diminished value

Where the hygiene exception does not apply, a consumer may handle and inspect goods only as reasonably necessary to establish their nature, characteristics, and functioning, in a manner comparable to inspection in a shop.

The consumer is responsible only for diminished value caused by handling beyond that level. Any deduction must be proportionate, evidence-based, and explained. Original packaging is helpful for safe transport and value assessment, but its absence does not automatically remove the right of withdrawal.

8. Cancellation before dispatch

You may request cancellation of an unshipped order or selected item through LIORE Orders or by email. A voluntary cancellation takes effect when LIORE confirms it and may no longer be operationally possible after dispatch. This section does not limit statutory withdrawal or conformity rights.

9. Defective or non-conforming goods

Leonem Limited OÜ is liable for lack of conformity that becomes apparent within two years after delivery. A consumer should notify LIORE within two months after discovering the problem.

Where a lack of conformity becomes apparent within one year after delivery, it is presumed to have existed at delivery unless that presumption is incompatible with the nature of the goods or the lack of conformity.

An opened or used product may still be the subject of a claim. Contact info@liore.ee with the order number, product, factual description, and remedy sought. Photos and the batch or lot number can help assessment but are not a condition for exercising statutory rights.

The consumer may initially require repair or replacement where the selected remedy is possible and proportionate. For beauty consumables, repair may not be possible. A proportionate price reduction or termination and refund may be available where conformity is not restored within a reasonable time and without significant inconvenience, the seller refuses or cannot provide an appropriate remedy, the defect reappears, or the lack of conformity is sufficiently serious. The consumer need not terminate for a merely minor lack of conformity where law provides otherwise.

Leonem Limited OÜ bears the necessary postage, transport, labour, and material costs of bringing non-conforming goods into conformity as required by law. We answer a written consumer complaint within 15 days and explain the proposed solution.

10. Transport damage, missing items, and product safety

For a lost, visibly damaged, leaking, or incomplete parcel, contact LIORE as soon as reasonably possible. Keep the packaging and take photographs where practical. A delay in reporting does not remove mandatory rights, but prompt evidence helps us investigate with the carrier.

For a suspected adverse reaction, contamination, counterfeit product, damaged safety seal, recall, or another safety concern, stop use where continuing may be unsafe and email info@liore.ee. Include the product name, batch or lot number, how it was used, what occurred, relevant dates, and photos where reasonably possible. Do not send unnecessary medical records. For urgent or serious symptoms, contact a healthcare professional or emergency service immediately.

11. Contact

Leonem Limited OÜ, registration number 16166116, VAT number EE103014935, registered office and current business and complaints address Pöörise tn 12, 13520 Tallinn, Estonia (not a customer-service or goods-return location). Written customer service is provided at info@liore.ee. Telephone contact is available on a limited basis at +372 5382 4768; if a call is unanswered, please use email.

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