Refund and Returns Policy

Company Information

Last updated: July 2026

Order Cancellations

Once your order has been accepted, confirmed in writing, or processed, it cannot be cancelled without our prior written agreement.

If we agree to cancel an order, you may be required to cover any costs, losses, or expenses we have already incurred.

Bespoke, cut-to-size, or specially ordered items are non-cancellable once production has started.

General Returns

We do not accept returns for change of mind, incorrect choice, or other reasons not related to product fault.

Please ensure you check product specifications, sizes, and suitability carefully before placing your order.

Faulty, Damaged, or Non-Conforming Goods

We offer remedies for defective, damaged, or non-conforming products in line with this policy and our Terms & Conditions.

Inspection period: You must inspect the goods immediately upon delivery. Any claim for damage in transit, shortages, or non-conforming goods must be reported to us in writing within 48 hours of delivery. Claims after this period may not be accepted.

Warranty period: All goods are covered by our warranty for 6 months from delivery, or longer if a manufacturer’s extended warranty is stated. Goods should match their description and be free from material and workmanship defects under normal use.

Making a claim: Please contact us promptly with your order number, photos of the issue, and a clear description of the problem. For latent defects that were not visible on delivery, you must notify us within a reasonable time after discovery.

We reserve the right to inspect the goods or request further information before approving any return, replacement, or refund.

Our Remedies

If we accept your claim as valid, we will, at our sole discretion:

• Replace the faulty item or affected part free of charge.
• Issue a partial or full refund of the price paid for the affected goods.

We will not be liable for any further costs or consequential losses unless required by law.

Non-Returnable Items

The following items cannot be returned except in cases of genuine manufacturing defects, subject to inspection:

• Bespoke, custom-made, cut, or specially ordered goods once production has commenced.
• Items that have been installed, used, modified, or damaged by the customer.
• Perishable or consumable items, where applicable.

Refunds

Refunds will be processed using the original payment method, such as PayPal, Stripe, or bank transfer, as soon as possible and normally within 14 days of receiving and inspecting the returned goods.

Refunds cover the price of the goods, or a proportionate amount where applicable. Delivery charges are generally non-refundable unless the entire order is faulty.

You are responsible for the cost and safe return of goods unless we have agreed otherwise in writing.

Consumer Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015.

If you are a consumer, you may have additional rights regarding faulty goods that are not covered or limited by this policy.

How to Return Goods

Please contact us first at hello@liontek.co.uk with your order number and details of the issue.

• Await our instructions and authorisation before returning any items.
• Return the goods in their original packaging, unused where possible, and in a saleable condition unless faulty.
• Clearly label the return with your order number.

Important: Unauthorised returns may be refused or returned to you at your expense.