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Returns Policy

Return via Courier:
Please return your items, with the labels attached, in the original packaging in which your order was delivered.

Where there is more than one parcel, ensure that they are tied together.

To return any goods, you are required to produce/email a signed copy of your delivery note as attachment. This reflects when the goods were bought and if still valid within our warranty.

**Please note, you risk delaying the refund process if the steps outlined above are not carefully followed. In addition, you will NOT be entitled to any refund if returned product(s) are not sent back to The Lemon Box in the exact packaging it was received in, with labels attached, in a resellable conditions.

The Lemon Box also reserves the right not to refund a returned product if the product is returned without its original protective packaging and not safely packed.

Furthermore, The Lemon Box will not process a refund on defective or incorrect products should you not have followed the procedures as set out in this Returns Policy.

Returning non-defective products

You are entitled to return any purchase concluded on The Lemon Box, free of charge, within 14 days of the product(s) being delivered. The Lemon Box will not pay the cost associated with collecting the return from you. In order to obtain a refund to the rand value of the purchased items being returned, the product(s) being returned must be sent back to The Lemon Box in accordance with the return procedure.

Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund, please retain the product(s)’ original packaging, with labels attached.


Returning Defective Products

General warranty:

If, within 6 months of delivery of a product, you find that the product is faulty, not commercially acceptable unsuitable for the purpose generally intended (or otherwise expressly indicated by The Lemon Box at time of purchase), or not legally or reasonably durable (based on the circumstances and product type) ("defective");

The Lemon Box will request pictures of the defective product and will arrange to collect such product / have it posted back so that it can be inspected by The Lemon Box Quality Assurance team. If the product is subsequently found to indeed be defective, you are entitled to either:
(a) be fully refunded or
(b) have the product replaced at The Lemon Box's expense (the decision between repairing or replacing being that of The Lemon Box's depending on availability and other relevant circumstances, and in this regard you acknowledge that Sale / Outlet products will usually not be replaced).

If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having the item redelivered to you.

A product is NOT defective and you will NOT be entitled to any, replacement or refund under the general warranty above if:
(a) the faults/damage are a result of normal wear and tear;
(b) damage arose from incorrect usage of the product;
(c) the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.



Supplier's warranty:

Certain products may come with a supplier's warranty. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing.

If you redeemed a voucher against your purchase of the item you are returning, the value of the voucher will not be refunded to you. The Lemon Box will however issue you with a replacement voucher to the same value with the same Terms and Conditions as the original promotion, provided that the promotion is still active.


Returning Incorrect Products

The Lemon Box will make all reasonable efforts to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on the site.

However, should The Lemon Box deliver the incorrect product(s) to you by mistake, please do not remove the product from its original packaging. Do not remove the labels or try the product out/on at all. The Lemon Box will resolve the error by arranging to collect the incorrect product(s) from you and to deliver the correct product(s) to you as quickly as possible.

Please do not try and remedy the situation by placing another order for the exact same product you were trying to purchase.

Order cancellations for Online Purchases

Unless provided for under these Terms or as otherwise agreed by The Lemon Box, no cancellations or changes to orders will be accepted and the goods will be delivered to the delivery address supplied by you in the order.

You should carefully check that your order is accurate before you submit it. You will, however, be able to return goods under the Returns Policy. See our Cooling off period conditions.

If we cannot contact you about your order using the contact details you provided in the order, after having made reasonable attempts to contact you, we will cancel your order and refund any money paid via eft within 30 days.

Exclusions

Unless defective, the following product types may not under any circumstances be returned to The Lemon Box:

Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorized by The Lemon Box.


Processing of Store Credit and Refunds

Should you be entitled to a refund for any reason, you will be refunded via eft, unless you specified that you want store credit or a swop-out.

If you request a refund it will be processed via eft using the account details you will be required to supply via email within 14 business days of the returned item having been cleared by The Lemon Box quality checking.

If an order was paid in part or full with store credit the store credit amount will be refunded as store credit. Any remaining portion will be refunded via eft using the account details you will be required to supply via email.

Where your The Lemon Box account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. If store credit is to be refunded, this will be done via EFT, except in the case of unfulfilled orders, where the store credit is automatically loaded when the item is not available – this store credit can be refunded via eft on request.

If you bought a sale item and wish to return the item, the actual rand value (reduced price) will be refunded to you.

If you wish to return an item that you paid the full amount for but is now on sale, we will refund the actual rand value paid by you for the item.

If you redeemed a coupon against your purchase, and wish to return the product, the rand value paid for the product being returned will either be refunded or credited to your account as per your request. The value of the coupon that was redeemed will not be refunded to you, or credited to your account. Please refer to the specific coupon’s Terms and Conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied.

Orders paid via Snapscan will be refund via EFT or store credit.

The refund should be processed within 14 business days of the returned items having been cleared by our quality checking team.

If the credit doesn’t reflect in your account after 21 days, please contact the The Lemon Box by emailing info@thelemonbox.com








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Telephone : +27 21 552 3394

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+27 21 552 3794

Email Us:
info@thelemonbox.com

Physical Address:
24 Station Road
Montague Gardens
Cape Town
7441








                    

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