Refund policy

At Liban Cello, we want you to feel confident in your purchase. If your order is not right for you, you may request a return in accordance with the conditions below.

1. Return Window

We accept eligible return requests made within 60 days of the delivery date.

The delivery date is determined using the carrier’s tracking information.

2. Return Eligibility

To qualify for a return, an item must be:

  • New, unused and unworn
  • Free from scratches, damage or signs of use
  • Returned with all accessories included
  • Returned in its original product packaging
  • Accompanied by valid proof of purchase

Sunglasses should be returned with their original case, cleaning cloth and any other accessories supplied with the order.

Items that are damaged after delivery, altered, incomplete or returned outside the return window may be refused.

3. Starting a Return

To request a return, email support@libancello.com and include:

  • Your full name
  • Your order number
  • The item you wish to return
  • Your reason for requesting the return

Please do not send an item back before receiving return instructions.

If the return is approved, we will provide the correct return address and instructions for preparing the package.

Returns sent without authorization may not be accepted.

4. Return Shipping Costs

For standard change-of-mind returns:

  • The customer is responsible for arranging return shipping.
  • The customer is responsible for the cost of return shipping.
  • Liban Cello does not currently provide prepaid return labels.
  • No restocking fee is charged.

We recommend using a tracked shipping service and retaining the shipping receipt until the return has been completed.

Original shipping charges, where applicable, are not refundable unless the order was damaged, defective or incorrect.

5. Damaged, Defective or Incorrect Orders

Please contact us promptly if your order arrives damaged, defective or different from what you ordered.

Include clear photographs of:

  • The product
  • The issue or defect
  • The packaging
  • The shipping label, when relevant

Once reviewed, we may offer a replacement, refund or another appropriate resolution.

Where the issue is confirmed to be our responsibility, you will not be required to pay an unreasonable return cost.

6. Exchanges

We do not currently process direct exchanges.

To obtain another colour, style or product:

  1. Request a return for the original item.
  2. Place a separate order for the replacement item.

This helps prevent the requested replacement from selling out while the return is in transit.

7. Order Cancellations

Cancellation requests must be submitted as soon as possible.

An order may be cancelled only before it has entered processing or fulfilment. Once an order has been prepared or dispatched, it cannot normally be cancelled and must instead be returned after delivery.

We cannot guarantee that every cancellation request will be completed in time.

8. Return Inspection

When your return arrives, we will inspect it to confirm that it meets the eligibility requirements.

We will email you when the return has been received and tell you whether the refund has been approved or refused.

9. Refund Processing

Approved refunds will be issued to the original payment method within 3 business days of approval.

Your bank, card issuer or payment provider may require up to 7 additional business days to post the funds to your account.

Please contact us if more than 10 business days have passed since your refund was approved and the funds have not appeared.

10. Refused Returns

A return may be refused when:

  • It was requested outside the 60-day return period.
  • The item shows signs of wear or damage.
  • Parts, accessories or original packaging are missing.
  • The item was returned without authorization.
  • The item does not match the product originally purchased.

If a return is refused, we will contact you with further information.

11. Geographic Coverage

This Return and Refund Policy currently applies to orders delivered within the United States.

12. Contact Us

For return or refund assistance, contact:

Email: support@libancello.com
Support hours: Monday–Friday, 9:00 AM–6:00 PM Eastern Time
Business address: 41-21 28th Street, Long Island City, NY 11101