Returns Policy
Unwanted/Non-Faulty goods
Returning goods is not a problem, all we ask is they're returned within 28 days of invoice, unused, in perfect condition and in their original packaging for a full refund. Goods returned to us that do not meet these requirements may be sent back to you at your cost (normally our standard delivery charge). Any original delivery charge cannot be refunded. Any items returned after 28 days may be subject to the following account credit percentages unless agreed otherwise:
- Returned within 28 days: 100%
- Returned between 28 & 56 days: 70%?
- Returned over 56 days: 50%
Online Purchases
To return goods purchased via our website, all we ask is that they're returned within 28 days of invoice, unused and in original packaging. Please email us at orders@thelemonadegroup.co.uk to inform us of your intention to return goods.
If you are sending back any goods by post/courier, we strongly recommend you use some form of recorded delivery and that goods are securely packaged and insured as we cannot accept any responsibility for lost or damaged goods. If you’re unable to send goods back to us you can request that we arrange a collection (at our discretion) however any cost to do so may be deducted from any refund due. A courier collection usually costs £15+VAT but please note you may need to pay in advance.
Non-Eligible Items
Due to health and safety regulations we cannot accept returns (subject to our discretion) of the following products if the packaging has been opened:
- Scissors/Razors
- Cosmetics
- Hair brushes, extensions & accessories
- Body jewellery/Piercing tools
- Foot Spas
We're unable to accept returns of the following items (subject to our discretion), whether or not the packaging has been opened:
- Nail polishes
- Peroxide/Developer
This list is not exhaustive, your statutory rights are not affected.
Damaged, incorrectly delivered or missing goods
We take great care to ensure all goods you receive are correct and undamaged. However, in rare cases where incorrect/damaged goods are received or goods listed on the delivery note are missing please inform us within 48 hours of delivery. We are not liable for any loss of earnings or other costs incurred due to damaged or incorrect products received, or items missing from deliveries.
We’ll begin an investigation immediately and contact you with the next steps. You will be reimbursed the cost of delivery if required to send anything back to us, but please note photos will be requested for damaged items.
Faulty Non-Electrical Goods
If a fault has developed for non-electrical goods, a repair, exchange or refund (including the original delivery charge where applicable) will be offered once a manufacturing fault has been confirmed. In cases where the fault (or cause of the fault) is not apparent we reserve the right to send the item for testing. This will usually be carried out by the manufacturer and their response will be required before any actions can be taken. We will notify you of the outcome and options available. If a manufacturing fault is not found the item will be sent back to you at your cost (normally our standard delivery charge).
Faulty Electrical Goods
The return and refund or replacement of electrical goods is subject to approval and the following of Manufacturer Warranty or Guarantee procedure. Some manufacturers require their goods to be registered.
If a fault has developed within the manufacturer’s warranty period, a repair, exchange or refund can be offered once the manufacturing fault has been confirmed. In cases where the fault (or cause of the fault) is not immediately apparent, we reserve the right to send the item for testing. This will usually be carried out by the manufacturer and their response will be required before any actions can be taken. We will notify you of the outcome and options available. If a manufacturing fault is not found the item will be sent back to you at your cost (normally our standard delivery charge).
Manufacturer warranty for electrical goods tends to exclude damage to the product by accident, misuse, abuse, alteration to the product or use inconsistent with the technical and/or safety instructions required. Broken plugs, internal damage due to filters not being maintained, non-oiling/cleaning of blades, cracked/scratched/broken housing due to misuse, intentional damage to a product and lost filters are examples of this and may not be credited these instances.
THE LEMONADE GROUP LTD WILL NOT BE HELD RESPONSIBLE FOR ANY LOSS OF EARNINGS, OR ANY OTHER COSTS INCURRED, DUE TO FAULTY ELECTRICAL GOODS. WE CAN NOT GUARANTEE THE LENGTH OF TIME FOR MANUFACTURER TESTING. WE ARE NOT RESPONSIBLE FOR ANY ALTERNATIVE ELECTRICAL ITEMS WHILST ITEMS ARE SENT FOR TESTING.
We may be able to offer, subject to availability, the hire of an electrical item for £10 per week whilst your faulty goods are away for testing. All hired items will be subject to a refundable £50 deposit, minus any weekly hire charges.
These return policy terms do not affect your statutory rights.
If you have any other questions regarding our returns policy, please email us at orders@thelemonadegroup.co.uk.