Refund Policy

At LIOWAY, most products are made to order and many are personalized specifically for each customer.

Refunds are generally not available for customer-entered errors, change of mind, or incorrect size selection.

However, if there is a verified production, product, or fulfillment issue, we will review your case and provide an appropriate resolution.

Refund Eligibility

A refund or replacement may be considered if:

  • The product arrives damaged
  • The product has a manufacturing defect
  • You receive the wrong product
  • The personalization does not match the information submitted with your order
  • The product has a significant production error
  • The actual product measurements materially differ from the published Size Guide
  • A shipment is confirmed lost where applicable

How to Request a Refund

Contact our Customer Service Team at:

sale@lioway.com

Please Provide

  • Your order number
  • Product details
  • Reason for your request
  • Clear photos of the product
  • Photos showing the defect or error
  • Packaging or shipping label photos if requested
  • Measurement photos when applicable

Refund Process

If a return is required, the returned product must first be received and inspected.

Once the issue is approved, an eligible refund will normally be processed within 5 business days.

Refund Method

Approved refunds are issued to the original payment method used for the order.

Your bank, card issuer, PayPal, or other payment provider may require additional business days before the funds appear in your account.

Restocking Fee

LIOWAY does not charge a restocking fee for approved refunds.

Non-Refundable Cases

Refunds are generally not available for:

  • Incorrect spelling submitted by the customer
  • Incorrect player name submitted by the customer
  • Incorrect team name submitted by the customer
  • Incorrect jersey number submitted by the customer
  • Incorrect size selected by the customer
  • Incorrect color selected by the customer
  • Change of mind
  • Products that have been worn
  • Products that have been washed
  • Products that have been modified or altered
  • Minor color differences caused by screens or normal production variation
  • Packages confirmed as delivered but later reported lost or stolen, unless otherwise determined after review

Replacement Instead of Refund

Depending on the verified issue, we may offer a replacement instead of a refund.

The available resolution will depend on the nature of the problem and the circumstances of the order.

Lost or Stolen Packages

If tracking shows your package as delivered but you cannot locate it, please first check:

  • Your mailbox
  • Porch or delivery area
  • Household members
  • Neighbors
  • Building management or reception
  • Your local delivery carrier

If you still cannot locate the shipment, please contact the carrier first and then contact LIOWAY if additional assistance is needed.

Contact Us

LIOWAY
Email: sale@lioway.com