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  • Returns Policy

    The terms and conditions set out in this "Returns Policy" apply to all goods purchased from The Lemon Tree Ltd, bought through our website at www.thelemontreeshop.com or over the phone.

    This Returns Policy forms part of a legally binding contract between us and you which you accept whenever you buy goods through our website or over the phone from The Lemon Tree Ltd.

    We want you to be absolutely satisfied with your purchase from The Lemon Tree Ltd however if on the rare occasion you do wish to return your item then we have a hassle free returns policy. Just email returns@thelemontreeshop.com and quote your Order number and details of the item/s you wish to return.

    What if I have changed my mind and want to return my non-faulty item?

    Returning unwanted non-faulty goods is a very simple process.

    Under the Consumer Protection (Distance Selling) Regulations 2000 you have the right to cancel your order within a period of 14 working days. The period of 14 working days begins on the day after the day you receive your goods. You must inform us of your wish to cancel in writing either by letter or email within a period of 14 working days beginning on the day after the day you receive your goods. You must take reasonable care of the goods and may inspect and assess them, but not use them. You should return goods to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. You have a duty to look after the goods whilst in your care and you agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned and if they are returned damaged they may not be credited to your account unless they are faulty.

    It is the responsibility of the customer to make sure that the item is returned in sufficient packaging to protect the item from any possible transit damage. You agree to return the goods in full, in a resalable condition and The Lemon Tree Ltd also asks that you return the packaging with the goods where possible. Due to the item not being faulty the buyer will be responsible for the return postage costs. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.

    If you would like to return the goods yourself, you can take them to one of our stores. You will need to take all of the goods you are returning, together with a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the goods.

    What if I receive my item and it is faulty/damaged?

    Upon receiving the delivery we advise that both the packaging and the contents of the item is checked for any damages. If any damage is noted then please sign the POD as damaged and refuse delivery. If the driver does not allow you time to open the packaging up then please sign the POD as unchecked and that the driver would not wait. Do not sign the POD as received in good condition since this will invalidate any claim you may make for damages after.

    We advise that any faulty goods are reported to us within 3 working days of receipt of goods via email with photographic images and returned to us with the original packaging (we advise you retain the original packaging until you are completely satisfied with your purchase), you will then be entitled to a full refund or a replacement if the goods are in fact deemed to be defective. Please note, we will require photographic evidence of any faults/damages reported to us. When receiving the delivery from our couriers we do recommend that you check the condition of the packaging. Should you find that the parcels are damaged or have been torn or tampered with we advise that you sign for the parcel/s "damaged" and refuse the delivery.

    What if I want to cancel my order?

    We fully understand that your circumstances may alter. You may cancel your order via email writing to cancel@thelemontreeshop.com. However, we will inform you if your goods have already been dispatched and in that instance you will need to use our Returns procedure detailed above.

    Goods that are ordered to your specification, for example made to order items cannot be cancelled or returned once the order is accepted. In this case, after we have sent you our order confirmation you will have entered into a binding contract to buy the goods, and because the goods are being made to your specification you will not be able to cancel that contract. Once the goods have been delivered you can only return them if they were mis-described or are not of satisfactory quality or reasonably fit for the purpose and we cannot remedy the fault to your reasonable satisfaction.

    Product Descriptions

    You should bear in mind that buying goods over the internet provides a different shopping experience from buying in-store. In particular you should be aware that: