Last updated: 8 July 2026

Thank you for shopping at Lione Labs. All returns, exchanges, and refunds are subject to approval by Lione Laboratories Sdn. Bhd. and are assessed strictly against the eligibility criteria outlined below.

This policy applies exclusively to items purchased directly through our official website: https://www.lione-labs.com.

How to Request a Return or Exchange
To initiate a request, contact us at [email protected] within 7 calendar days of receiving your delivery. Please include:

• Your order number
• The email address associated with the purchase
• Clear supporting evidence (photos and/or videos) of the issue

Important: Please wait for our written confirmation and return instructions before shipping any items back. Items returned to us without prior written approval will not be processed, accepted, or refunded.

Eligibility & Return Reasons
Returns, exchanges, or refunds are only granted under the following circumstances:

• Incorrect Items: You received a product different from what you ordered.
• Defective or Damaged Items: The product arrived damaged, broken, or materially different from its online description.

Non-Returnable Items
For health and hygiene safety, we do not accept returns or refunds for opened, used, or partially consumed products.

Exception: If a product is found to be defective or damaged inside the packaging, we will arrange a replacement or refund regardless of whether the outer seal has been broken, provided sufficient visual proof is supplied.

Timing & Proof Requirements

• The 7-Day Window: All requests—whether for incorrect, damaged, or defective items—must be submitted within 7 calendar days of delivery. Please inspect your package immediately upon arrival.
• Strict Deadline: Requests submitted more than 7 calendar days after delivery are completely ineligible for a return, exchange, or refund.
• Evidence Mandatory: You must provide clear photographic or video evidence of the defect or error. Requests submitted without supporting evidence cannot be evaluated or approved.

Conditions for Return Shipments

• Product State: Returned items must be securely packed to prevent damage during transit. If an item arrives poorly packed, suffers damage during the return journey, or shows signs of customer abuse, your refund may be denied.
• Original Packaging: For incorrect items, the product must remain unopened in its original packaging. For defective items, the original packaging should be retained and returned where possible.
• Lost Parcels: Lione Laboratories Sdn. Bhd. is not liable for return shipments lost in transit.

Shipping Costs

• Customer Error (Provided Wrong Delivery Information): If a return is granted outside of a company error, the customer is responsible for all return shipping fees, taxes, and duties. We highly recommend using a trackable courier service.
• Company Error (Defective or Incorrect Item): Lione Labs will cover the return shipping costs. We will either issue a prepaid trackable shipping label or reimburse you for reasonable trackable return shipping fees upon receiving a valid courier receipt.

Resolution Options: Refunds & Exchanges

• Exchanges: Approved exchanges for defective or incorrect items will be fulfilled using the identical product. If the item is out of stock, we will issue a full refund or store credit.
• Refund Processing: Once your return arrives at our facility and passes physical inspection, we will notify you of the final approval or rejection. Approved refunds are processed back to your original payment method (or issued as store credit, if requested) within 14–20 business days.

Policy Amendments
Lione Laboratories Sdn. Bhd. reserves the right to modify, amend, or update this policy at any time without prior notice. Any such changes will take effect immediately upon being published on this website. It is the customer’s responsibility to review the latest version of this policy before placing an order. The version published on our website at the precise time your order was placed will govern that specific transaction.

Need Assistance?
Contact our support team at [email protected]