Lemon Appeal Ltd Returns and Refunds Policy
1. Our Commitment
At Lemon Appeal Ltd, we want you to be delighted with your purchase. If you are not satisfied, this policy outlines your rights and procedures for returning items.
2. Your Right to Cancel (The Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, if you are a consumer in the UK, you have a statutory right to cancel your order for any reason, without penalty, within a "cooling-off period."
Cancellation Period: You have 14 calendar days from the day after you (or a person identified by you) received the goods to notify us of your intention to cancel.
Return Deadline: Once you have notified us, you must send the goods back within a further 14 days.
Refund Deadline: We will issue your refund (including the basic cost of delivery, if applicable) within 14 days of receiving the goods back, or 14 days after the day you provide evidence that you have returned the goods, whichever is earlier.
Cost of Return: You are responsible for the cost of returning the item unless the item is faulty or misdescribed (see Section 4).
3. How to Initiate a Return
To exercise your right to cancel or return an item, you must inform us via a clear statement (e.g., an email).
Contact Us: Send an email to contact@lemonappeal.comCheck with the subject line: RETURN REQUEST - Order # [Your Order Number].
Provide Details: In the email, include:
Your full name and address.
Your order number.
A list of the items you wish to return.
The reason for the return (e.g., "Change of Mind," "Faulty").
Wait for Confirmation: We will respond with a Return Authorisation Number (RAN) and the return address. Do not send items back before receiving the RAN.
Package and Post: Package the item securely, including the original packaging where possible. Clearly mark the RAN on the outside of the package.
Proof of Postage: We recommend using a tracked and insured service and retaining your proof of postage, as we cannot be responsible for items lost in transit.
4. Faulty or Misdescribed Goods (Consumer Rights Act 2015)
If your goods are found to be faulty, not fit for purpose, or not as described, your rights are protected by the Consumer Rights Act 2015.
30-Day Right to Reject: You have the right to an immediate full refund if the goods are deemed faulty within 30 days of receipt. We will cover the cost of returning the item.
Beyond 30 Days: If a fault develops after 30 days but within six months, we have one opportunity to repair or replace the goods. If this fails, you are entitled to a refund (which may be subject to a deduction for use after six months).
Procedure: Follow the steps in Section 3, clearly stating the nature of the fault. We may ask for photographic evidence before authorising the return.
5. Condition of Returned Items
Change of Mind Returns (Section 2): Goods must be returned in a re-saleable condition, meaning they must be unused, unwashed, and in their original packaging with all tags still attached.
Deductions: We reserve the right to make a deduction from the refund for any loss in value of any goods supplied if the loss is the result of unnecessary handling by you (i.e., handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods).
6. Items Excluded from Returns
The right to cancel (Section 2) does not apply to:
Personalised or Custom Goods: Goods made to your specific instructions or clearly personalised.
Perishable Goods: Items that are liable to deteriorate or expire rapidly (e.g., food, fresh flowers).
Sealed Goods for Health/Hygiene: Goods which are sealed for health protection or hygiene reasons (e.g., [Specific Products, e.g., opened cosmetics, earrings, underwear]) that were unsealed after delivery.
Digital Content: Digital downloads supplied on a non-physical medium, where you have given express consent to waive the right to cancellation upon download.
7. Refund Processing
Refunds will be processed back to the original payment method used for the purchase.
Please allow 10 working days for the refund to clear, depending on your bank.