Refund policy
Return & Refund Policy
We want you to feel confident in your purchase. That's why we offer a 90-day comfort guarantee. If you're not completely satisfied, you have 90 days from the date you receive your item to request a return.
Return Requirements
To be eligible for a return, all of the following conditions must be met:
- The item must be in the same condition as when you received it
- The item must be unworn or unused (a brief try-on to check fit is acceptable — see "Hygiene Policy" below)
- The item must be returned with all original tags attached and in its original packaging
- A valid proof of purchase (order confirmation email or order number) is required
Items that do not meet all of the above conditions will be refused and returned to the sender at the sender's expense.
Bundle & Promotional Orders
If your order was placed using a promotional offer (such as "Buy 2 Get 1 Free," "Buy 3 Get 2 Free," or any similar bundle deal), all items included in the promotion must be returned together in order to receive a full refund.
Returning only a partial number of items from a bundle order will result in a partial refund recalculated at the regular individual item price for any items you choose to keep. The promotional discount is applied to the order as a whole — not to individual items — and is only valid when all items in the bundle are retained.
Example: If you purchased a "Buy 2 Get 1 Free" bundle and wish to return only 1 item, your refund will be calculated by subtracting the full retail price of the 2 items you are keeping from the total amount paid. If the remaining value is zero or negative, no refund will be issued for that partial return.
Hygiene Policy
Due to the intimate nature of our products, items that show signs of wear, use, body odor, deodorant marks, makeup stains, pet hair, perfume, or any other indication of extended use beyond a brief fitting will be automatically declined for return. This policy exists to protect the health and safety of all our customers.
We reserve the right to refuse any return that does not meet our hygiene standards upon inspection.
How to Initiate a Return
All returns must be pre-authorized. To start a return, contact us at:
📧 liftyra.oficial@use.startmail.com
Include your order number, the item(s) you wish to return, and the reason for your return.
Items sent back without prior authorization (a Return Authorization number) will not be accepted and will be returned to the sender at their expense.
Once your return is approved, you will receive a Return Authorization number, return instructions, and the return address via email. Please write your Return Authorization number clearly on the outside of the package.
Return Shipping
The buyer is responsible for all return shipping costs. We strongly recommend using a trackable and insured shipping method, as we cannot be held responsible for items lost, stolen, or damaged during return transit. Returns shipped without tracking will not be processed until the package is physically received and verified.
If the return is due to a verified error on our part (wrong item shipped, manufacturing defect), we will cover the return shipping cost or offer a prepaid return label.
Inspection & Refund Processing
Once we receive your return, our team will inspect the item(s) within 5 business days. You will receive an email notification confirming whether your refund has been approved or denied.
- Approved refunds will be issued to your original payment method within 5–10 business days of approval. Please note that your bank or payment provider may take additional time to process the credit to your account.
- Denied refunds will include a clear explanation. If your return is denied due to the item not meeting our return conditions, the item will be shipped back to you at your expense.
If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us.
Please note: Original shipping costs (if any were applied) are non-refundable. Any payment processing fees charged by third-party providers are also non-refundable.
Exchanges
If you need a different size or color, the fastest option is to return the original item following our return process and place a new order.
Direct exchanges may be arranged by contacting us — subject to product availability. Exchange requests are treated as a return + new order and are subject to the same return conditions outlined above.
Damaged or Defective Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, you must contact us within 7 days of delivery at liftyra.oficial@use.startmail.com with:
- Your order number
- Clear photo(s) of the damage or defect
- A photo of the shipping packaging
- A brief description of the problem
Claims submitted after 7 days from delivery, or without photographic evidence, may be denied at our discretion. Upon verification, we will offer a replacement or a full refund — at our discretion based on product availability and the nature of the issue.
Non-Returnable Items
The following items cannot be returned or refunded under any circumstances:
- Items returned after 90 days from the date of delivery
- Items that have been worn (beyond a brief try-on), washed, altered, or damaged by the buyer
- Items returned without tags, without original packaging, or showing signs of use (see Hygiene Policy)
- Items returned without a valid Return Authorization number
- Gift cards or store credits
- Items marked as "Final Sale" at the time of purchase
- Free promotional items returned separately from their associated bundle order
Chargebacks & Disputes
We encourage customers to contact us directly to resolve any issues before initiating a chargeback or payment dispute with their bank or payment provider. If a chargeback is filed, we will provide all relevant documentation (tracking information, delivery confirmation, return policy acceptance, photographic evidence) to the payment provider. Filing a fraudulent chargeback may result in the customer being permanently banned from making future purchases and may be reported to fraud prevention services.
Refund Method
All refunds are issued to the original payment method used at the time of purchase. We do not issue refunds via check, cash, wire transfer, or to a different payment method. If the original payment method is no longer available (e.g., expired card), your card issuer will typically redirect the refund to your updated account.
Right to Modify This Policy
Liftyra reserves the right to update or modify this Return & Refund Policy at any time. Any changes will apply to orders placed after the date of the update. The version of the policy in effect at the time of your purchase will apply to your order.