Lizii.com Return & Refund Policy

At Lizii.com, we are committed to ensuring our customers achieve complete satisfaction with every purchase. As a global full-category e-commerce platform headquartered and registered in Hong Kong, China, with branch offices and overseas warehouses worldwide (including facilities in Shenzhen, Guangzhou, Tianjin, Hong Kong (China), Germany, Australia, New Zealand, Brazil, and the US), we strive to deliver a delightful, hassle-free shopping experience, and our dedicated customer support team is always available to assist with any questions or concerns regarding returns and refunds. To maximize convenience for our global users, we proudly offer our Global Local Return service—a core return solution designed to simplify the return process, eliminate cross-border hassle, and accelerate refund timelines.

What is Global Local Return?

Our Global Local Return service is a customer-centric return solution that covers all countries and the core major cities of the vast majority of regions worldwide (not limited to the locations of our overseas warehouses). This service allows you to return eligible items to the nearest local return hub in your country/region, rather than shipping them internationally. By leveraging our global network of local return hubs, we eliminate complex cross-border customs procedures, reduce return shipping time, and make the entire return process more efficient and convenient for our global customers. Importantly, more than 90% of our products are eligible for this service.

This Policy shall be interpreted in accordance with the laws of Hong Kong, China. If any provision of this Policy is found to be inconsistent with the laws of your jurisdiction, such provision shall be interpreted in line with local laws, and other provisions shall remain in full force and effect.

To ensure a transparent and efficient process, all return and refund requests must be submitted within 30 days of delivery or the latest estimated delivery date. Lizii.com reserves the right to decline any requests submitted beyond this timeframe, as we are under no obligation to review late submissions.

Eligibility for Return & Refund

Customers may request a return and full or partial refund if they encounter any of the following circumstances, provided the request is submitted within the 30-day window:

  • Incorrect, Damaged, or Misrepresented Items: If you receive an item that is damaged, does not match the size, color, or specifications you ordered, or is not reasonably consistent with the product listing description, you are eligible for a full or partial refund. In such cases, we may request supporting evidence (typically 1–2 photos) to verify the issue, and you may be required to return the item via either Global Local Return (for eligible products/regions) or our supplementary Return to Base method (for remote areas not covered by local return hubs).

  • Non-Delivery of Items: If you do not receive an ordered item (confirmed as undelivered after verification), you are eligible for a full refund of the purchase amount, with no return required.

All eligible returns (whether via Global Local Return or Return to Base) require the item to be in its original condition, unused, and with all original packaging, tags, and accessories intact. Customized products or perishable items are not eligible for return or refund unless they are faulty or misrepresented.

How to Request a Return & Refund

To initiate a return or refund, please follow these simple steps:

  1. Visit Lizii.com and log into your account.

  2. Locate the relevant order in your order history.

  3. Select the item(s) for which you wish to request a return or refund, then click the "Support" button to submit your application and communicate directly with our customer service team.

After receiving your request, our customer service team will first confirm whether your item is eligible for Global Local Return (based on product type and your shipping region). If eligible, we will provide you with the nearest local return hub address, detailed return guidelines, and a unique Return Authorization (RA) number. If your region or product is not eligible for Global Local Return, we will guide you through our Return to Base method (shipping to our designated centralized return warehouse, based on China's core warehouses) with official return address, standardized international shipping documents, and customs clearance guidelines to ensure compliance with international shipping regulations.

Our customer service team is committed to responding to all return and refund requests within 72 hours, ensuring a prompt and efficient resolution to your concerns.

Refund Processing & Details

Once your return or refund request is approved by Lizii.com, and (where applicable) the returned item is received and verified, we will process the refund to the original payment method used for purchase. Please note the following key details:

  • Shipping fees paid at the time of purchase are non-refundable.

  • Return shipping costs: For non-faulty returns (e.g., change of mind), customers are solely responsible for all return shipping costs (local courier fees for Global Local Return, or international shipping, customs fees, and taxes for Return to Base). For faulty, damaged, or misrepresented items, we fully cover all return shipping costs (local courier fees for Global Local Return, and full reimbursement of international shipping, customs fees, and taxes for Return to Base, based on valid shipping receipts, with a reasonable limit based on the product's weight and size).

  • Refunds are processed to the original payment method. Typically, our team processes refunds within 5–7 business days of verifying returned items via Global Local Return, or 7–10 business days via Return to Base; your payment provider will then credit the refund amount within 14 business days. If you encounter issues locating your refund, we recommend contacting your payment provider for further assistance.

  • Lizii.com does not reimburse any costs related to return shipping for non-faulty returns, or any additional fees not directly associated with the return shipping of eligible faulty items.

  • Promotional credits used on the order will not be reinstated for refunded orders.

Refund processing timelines vary slightly by return method: For Global Local Return, we typically verify the returned item within 5–7 business days of receipt at the local hub; for Return to Base, verification takes 7–10 business days after the item arrives at our centralized warehouse.

Lizii.com Reserved Rights

Lizii.com reserves the right to:

  • Refuse any refund request if we have good faith reason to suspect abuse of this Return & Refund Policy or violations of our Terms of Use.

  • Limit customer support and refund eligibility for customers who abuse our services or violate our Terms of Use.

  • Restrict or limit purchase activity for any customer suspected of abusing this Policy or violating our Terms of Use.

  • Adjust the coverage and eligibility criteria of the Global Local Return service at our discretion, with updates posted on our official website.

This Return & Refund Policy is subject to periodic updates. Lizii.com will notify customers of any material changes, and the latest version will always be available on our official website. For any questions or concerns regarding returns and refunds—including clarification on the coverage of Global Local Return, eligibility verification, and specific operation procedures—please contact our customer support team at [email protected].