Refund policy

REFUND & RETURN POLICY

Last Updated: August 19, 2026

Lion Mountain Designs creates both custom/personalized items and non‑custom retail items. Because these two product types have different requirements, this policy outlines the rules for each category clearly and transparently.


1. Custom & Personalized Items

All sales on custom and personalized items are final.

Every custom product is made to order and tailored specifically for each customer. Due to the personalized nature of these items, we maintain a strict no‑refund, no‑return policy once production has begun.

Cancellation Window

You may cancel your order within 2 hours of purchase, however a non-refundable $25.00 design fee will be retained to cover the cost of design work initiated at the time of your order. The remaining balance will be refunded to your original payment method within 5–10 business days.

After 2 hours, your order enters full production and no cancellation, change, or refund of any kind will be accepted.


2. Design Proof Process

  • A digital design proof will be sent before production begins.

  • You are responsible for reviewing all details: spelling, names, dates, colors, layout, and any custom elements.

  • Approval (email, text, or written confirmation) authorizes Lion Mountain Designs to begin production.

  • Once a proof is approved, no changes, cancellations, or refunds will be accepted.

  • If you do not respond to your proof within 7 days, we reserve the right to proceed using the information provided at checkout.

Customer Errors

Lion Mountain Designs is not responsible for mistakes caused by:

  • Incorrect information submitted at checkout or via message

  • Typos, misspellings, or incorrect dates

  • Low‑resolution or incorrect logos/images provided by the customer

  • Approval of a proof containing errors

No refund or replacement will be issued for errors present in the approved proof.


3. Damaged or Defective Custom Items

We stand behind the quality of our work. If your custom item arrives damaged, defective, or significantly different from your approved proof due to our error, you must:

  1. Contact us at lionmountaindesigns@gmail.com within 48 hours of delivery

  2. Provide clear photos of the damage/defect and your order confirmation

At our sole discretion, we may offer a replacement or store credit. Cash refunds are not issued for damaged custom items.


4. Shipping & Delivery

  • Lion Mountain Designs is not responsible for carrier delays.

  • Once an order is handed to the carrier, we are not liable for lost, stolen, or delayed packages.

  • Shipping fees are non‑refundable.


5. Chargebacks & Disputes

By placing an order, you agree to contact us directly to resolve any issues before initiating a chargeback. Unauthorized chargebacks for custom orders produced according to your approved proof will be disputed with full documentation, including:

  • Proof approval records

  • Order details

  • Shipping confirmation


6. Standard Return Policy (Non‑Custom Items Only)

We offer a 30‑day return policy for eligible non‑custom items. You have 30 days from the date you receive your item to request a return.

Eligibility Requirements

To qualify for a return, your item must be:

  • In the same condition you received it

  • Unworn or unused

  • With original tags

  • In original packaging

  • Accompanied by a receipt or proof of purchase

How to Start a Return

Email us at lionmountaindesigns@gmail.com.

Approved returns must be sent to: 336 Shad Way, Poinciana, FL 34759, United States

If your return is accepted, we will provide:

  • A prepaid return shipping label

  • Instructions on how and where to send your package

Items sent back without first requesting a return will not be accepted.


7. Damages & Issues (Non‑Custom Items)

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.


8. Exceptions / Non‑Returnable Items

The following items cannot be returned:

  • Perishable goods (food, flowers, plants)

  • Custom or personalized products

  • Special orders

  • Personal care items (beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items

  • Gift cards

If you’re unsure whether your item qualifies, contact us.


9. Exchanges

The fastest way to receive the item you want is to return the item you have. Once your return is accepted, you may place a new order for the replacement item.


10. European Union — 14‑Day Cooling‑Off Period

For orders shipped to the EU, you have the right to cancel or return your order within 14 days, for any reason, without justification.

Items must still be:

  • Unused

  • Unworn

  • In original packaging

  • Accompanied by proof of purchase


11. Refunds

Once we receive and inspect your return, we will notify you of approval or denial.

If approved:

  • Your refund will be issued to your original payment method within 10 business days.

  • Your bank or credit card company may require additional time to process the refund.

If more than 15 business days have passed since approval, contact us at lionmountaindesigns@gmail.com.