Refund policy

 

Last updated: 8 September 2026

This policy explains your cancellation, return and refund rights when purchasing from Lioless.

Digital products

Digital products include downloadable planners, templates, guides and other digital files.

Before receiving immediate access, you will be asked to agree that delivery can begin immediately and acknowledge that you will lose your 14-day right to cancel once the download or access begins.

Because digital products are delivered immediately, we cannot normally offer refunds for change of mind after they have been downloaded or accessed.

If a digital product is faulty, corrupted, significantly different from its description or cannot be accessed, contact us at david@lioless.com. We will attempt to resolve the problem and, where appropriate, provide a replacement or refund.

This does not affect your statutory rights.

Services

Cancellation and refund terms for marketing, website, consulting and other professional services will be stated in the relevant proposal, agreement or order confirmation.

If you are purchasing as a consumer, you may have a 14-day cancellation period. If you ask us to begin work during that period and later cancel, you may be charged for work completed up to the cancellation date.

Once a service has been fully delivered, your cancellation right may end if you agreed for the work to begin immediately and acknowledged this before delivery started.

Physical products

If Lioless sells physical products, you may request a return within 30 days of receiving your order.

To qualify for our extended returns policy, the product must be unused, in its original condition and packaging, with proof of purchase.

Contact david@lioless.com before returning anything. Returns sent without prior contact may not be accepted.

Unless the product is faulty, damaged or incorrect, you are responsible for return delivery costs. Original delivery charges will be refunded only where required by law.

Damaged, faulty or incorrect orders

Please inspect your order when it arrives and contact us promptly if it is faulty, damaged, incorrect or not as described.

Include your order number and, where relevant, photographs showing the problem. We will assess the issue and arrange an appropriate repair, replacement or refund.

Non-returnable physical products

Unless faulty, we cannot accept returns for:

• Personalised or custom-made products.

• Perishable products.

• Sealed products that cannot be returned for health or hygiene reasons once opened.

• Gift cards.

These restrictions do not remove your statutory rights when a product is faulty, damaged or not as described.

Exchanges

We do not offer direct exchanges. If eligible, return the original physical product and place a separate order for the replacement.

Refunds

We will confirm whether your refund has been approved.

Approved refunds will be issued to the original payment method. Please allow additional time for your bank or payment provider to process the refund.

For eligible physical-product cancellations, refunds will normally be processed within 14 days of receiving the returned product or evidence that it has been sent back.

Contact

For cancellation, return or refund questions, contact:

David EB, trading as Lioless
Email: david@lioless.com
Location: London, United Kingdom