Refund policy

Last updated: February 3, 2026

At LIENZO, every item is made to order, specially for you, to avoid overproduction and textile waste.
This means that each piece is unique, created exclusively for you.

Our commitment is to offer you a flawless shopping experience.
If this is not the case, here is our simple, transparent, and fair return procedure.

1. How to Initiate a Return

  1. Log in to your customer account

  2. Go to the “My Orders” section

  3. Select the relevant item

  4. Follow the instructions to submit your request

➡️ Once approved, you will receive an email with return instructions.

2. Items Eligible for Returns

Timeframe: 14 days from the date you receive your order

We accept returns only in the following cases:

  • Item received is defective or damaged

  • Incorrect item received (wrong size, model, or color compared to the order)

Conditions:

  • Product must be unused and unwashed

  • Request submitted within the stated timeframe

  • Proof of purchase (invoice or order confirmation email)

  • Clear photographs showing the defect or issue

⚠️ In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to goods made to order or personalized, when they cannot be restocked without loss.

As a result, returns due to change of mind, sizing issues, or personal preference are not accepted.

3. Exceptions (Non-Refundable Items)

In accordance with European regulations, the right of withdrawal does not apply to:

  • Made-to-order, non-stocked products

  • Personalized items or products made according to customer specifications

  • Hygiene or cosmetic products once opened after delivery

  • Perishable goods

  • Sale items and gift cards

4. Defective or Incorrect Products

  • Issues must be reported within 7 days of delivery

  • Clear photos of the defect or error must be provided

After validation, we will proceed with either:

  • A replacement, or

  • A refund

5. Return Shipping Costs

Return shipping costs are borne by the customer.

6. Refunds

  • Refunds are issued using the original payment method

  • Bank processing time: 3 to 14 business days after approval

  • You will receive a confirmation email once the refund has been initiated

7. Request Tracking

All requests are processed within 72 business hours.
If you have not received your refund after 15 days, please contact us via the online form with your order number.

8. Legal Guarantees

Independently of this policy, consumers within the European Union benefit from statutory guarantees:

  • Legal guarantee of conformity (2 years from delivery)

  • Warranty against hidden defects

9. Important Information

As our products are made exclusively to order, we cannot accept returns related to personal preferences (size selection, perceived color differences on screen, or change of mind).

Please carefully review your order details before confirming your purchase.

10. Contact

For any request related to returns or refunds:
📩 contact@lienzo.shop