Refund policy
Return and Refund Policy
Last updated: July 4, 2026
At LIENZO, every piece is produced with intention. No unnecessary stock. No piles of clothing waiting in a corner. One order placed = one piece prepared for you.
Our goal is simple: you receive the right item, in the right condition, and the experience stays clear from start to finish.
1. Timeframe to contact us
If you experience an issue with your order, please contact us as soon as possible at:
contact@lienzo.shop
For defective, damaged, or incorrect items, the request must be made within 7 days of receiving the package.
Please include:
- your order number;
- the email address used for the purchase;
- a clear description of the issue;
- clear photos of the item and package if needed.
The clearer the information, the faster we can help.
2. Defective, damaged, or incorrect items
If you receive an item that is defective, damaged, or different from what you ordered, we will review the situation and offer, depending on the case:
- a replacement;
- a refund;
- or an equivalent appropriate solution.
Defects must be visible, documented, and reported promptly after delivery.
A slight color difference between the screen and the actual product may occur depending on display settings, lighting, or textile material. This type of variation is not considered a defect unless there is an obvious error.
3. Returns for change of mind
LIENZO works with made-to-order production.
When an item is made according to customer specifications, personalized, or produced specifically in a way that does not allow it to be restocked, the right of withdrawal may not apply, in accordance with the exceptions provided by applicable regulations.
For customers who benefit from a legal right of withdrawal, including customers in the European Union when applicable, the legal period is 14 days from the date the product is received.
To be accepted, the item must be:
- unworn;
- unwashed;
- undamaged;
- free from odors, marks, or signs of use;
- returned in its original packaging or equivalent packaging;
- accompanied by proof of purchase.
Return shipping costs related to a change of mind are the customer’s responsibility, unless otherwise required by law.
4. Items not eligible for return
Unless there is a defect, preparation error, or legal obligation to the contrary, we cannot accept returns for:
- items that have been worn, washed, or used;
- items damaged after delivery;
- items without proof of purchase;
- personalized items;
- gift cards;
- opened hygiene or similar products;
- requests sent after the allowed timeframe.
5. Size issues
Please check the size guide before placing your order.
If the size received matches the size selected at checkout, the size issue is considered a change of mind.
If the size received does not match the size ordered, contact us within 7 days of delivery with a photo of the label and your order number.
6. Return shipping costs
When a return is accepted for a change of mind, return shipping costs are the customer’s responsibility.
When the return is related to an error on our part or a confirmed defective product, we will offer an appropriate solution after review.
Initial shipping costs may not be refunded unless otherwise required by law.
7. Refunds
Once the request is approved and, if necessary, the return is received and inspected, the refund will be issued to the original payment method used for the order.
Bank processing times may vary depending on your financial institution, generally between 3 and 14 business days after the refund is approved.
We will send you an email once the refund has been initiated.
8. Replacements
When a replacement is approved, a new item will be prepared.
Because each piece is made to order, production time may apply before shipping.
9. Lost packages or packages marked as delivered
If your package appears to be lost, or if tracking shows delivery but you have not received it, contact us quickly at:
contact@lienzo.shop
We will review the situation using the information available.
LIENZO cannot be held responsible for confirmed theft after delivery when the carrier indicates that the package was delivered to the address provided, unless otherwise required by law.
10. Legal guarantees
This policy does not limit any applicable legal guarantees.
Consumers in the European Union benefit in particular from the legal guarantee of conformity and the guarantee against hidden defects, when these guarantees apply.
11. Contact
For any return or refund request:
LIENZO / Levis Global LLC
Email: contact@lienzo.shop
