Returns and Refunds Policy

1. Application for Returns and Refunds

1.1 Eligibility for Returns and Refunds

Subject to the terms of this Returns and Refunds Policy and the Terms of Service, Buyers may apply for a return of purchased items (“Items”) and/or a refund within the Lemonboxes Guarantee Period as set out in the Terms of Service.

1.2 Lemonboxes Guarantee

The Lemonboxes Guarantee is a service provided to assist Users in resolving disputes during transactions. Buyers and Sellers are encouraged to communicate privately to resolve issues or seek assistance from relevant authorities.

2. Conditions for Return of an Item

2.1 Valid Circumstances for Returns and Refunds

Buyers may apply for a refund and/or return of Items under the following circumstances:

1. Non-Delivery: The Item has not been delivered to the Buyer.
2. Damaged or Defective Items: The Item was damaged or defective upon delivery.
3. Incomplete Items: Missing components, quantity, or accessories.
4. Incorrect Specifications: The Seller delivered an Item that does not match the agreed specifications (e.g., incorrect size, colour).
5. Misdescription: The Item delivered differs materially from the description provided by the Seller.
6. Counterfeit Goods: Counterfeit items (applicable to Lemonboxes Mall Sellers only).
7. Faulty Products: The Item malfunctions or does not work as intended.
8. Physical Damage: The Item arrived with physical damage (e.g., scratches, dents, or shattered parts).
9. Private Agreement: A mutual agreement for a return/refund, confirmed by the Seller in writing to Lemonboxes.
10. Change of Mind: Applicable only to specific categories and certain Sellers, subject to prior approval.

2.2 How to Submit a Request

Buyers must submit refund or return requests via the Lemonboxes mobile app.

2.3 Lemonboxes Assessment

Lemonboxes reviews each return/refund application case-by-case and has sole discretion to determine eligibility.

2.4 Returning the Item

If required by Lemonboxes, Buyers must return the Item to a location designated by Lemonboxes within 10 calendar days of submitting the return request.

2.5 Final Decision

Lemonboxes’s decision regarding refunds and returns is final and binding. Buyers agree not to bring claims or legal actions against Lemonboxes or its affiliates regarding such decisions.

2.6 Legal Disputes

If legal action is taken against a Seller, Buyers may request Lemonboxes to hold purchase funds until a formal resolution is determined.

3. Rights of Preferred Sellers

3.1 Participation

Preferred Sellers are notified in writing of their participation in the Lemonboxes Preferred Seller Programme. Sellers may opt out by providing written notice to Lemonboxes.

3.2 Refund/Return Approval

Preferred Sellers must comply with Lemonboxes’s decision to approve refunds or returns, as communicated via email.

3.3 Return Address

Preferred Sellers must provide a local UK return address. Failure to do so, or refusal to accept the returned Item, may result in Lemonboxes disposing of the Item at its discretion, with Sellers forfeiting all rights to it.

3.4 Appeals

Preferred Sellers may appeal Lemonboxes’s refund/return decision by providing supporting evidence. Lemonboxes’s appeal decision is final and binding.

4. Rights of Ordinary Sellers

4.1 Definition

Ordinary Sellers are Sellers who are not part of the Lemonboxes Mall or Preferred Seller Programme.

4.2 Notification and Response

Lemonboxes will notify Sellers of any Buyer requests for refunds/returns. Sellers must respond within the stipulated time provided in the notification. Failure to respond will result in Lemonboxes proceeding with the Buyer’s request.

5. Condition of Returned Items

Buyers must return Items, including any accessories or complimentary items, in the same condition as received. Buyers are encouraged to take a photo of the Item upon receipt to assist with return claims.

6. Return Shipping Fees

1. Seller’s Responsibility: If the return is due to the Seller’s error (e.g., damaged, faulty, or incorrect Item), the Seller bears the return shipping costs.
2. Buyer’s Responsibility: For change of mind returns, the Buyer must obtain the Seller’s consent and bear the return shipping costs.
3. Disputed Liability: If both parties dispute liability for return shipping fees, Lemonboxes will determine the responsible party at its sole discretion.

7. Refund Process

7.1 Refunds will be issued only after:

• The Seller confirms receipt of the returned Item, or
• The Seller fails to respond within the specified timeframe.

7.2 Refunds will be processed to the Buyer’s original payment method (e.g., credit/debit card) or designated bank account.

8. Buyer-Seller Communication

Lemonboxes encourages direct communication between Buyers and Sellers to resolve transaction issues. Lemonboxes acts as a platform facilitator and does not directly participate in Buyer-Seller discussions unless required.

Last updated: 2 August 2021