Overview

Thanks for purchasing our products.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. For international returns, you will be responsible for the return shipping cost (if international) and the shipping costs incurred to ship the product will not be refunded for any reasons. For refunds/returns due to damaged product, video proofs will be required and refund will be issued after the product is returned, or a partial refund/replacement and you are not required to return the product.

Several types of goods are exempt from being returned. We do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Some health and personal care items

To complete your return, you will need to provide the order id and item to be returned (video proofs) etc.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@lemon-forest.com.

Refunds due to the following reasons, but not all, will not be accepted: delays by the logistics/festival reasons, place the order and submit a refund immediately (before the orders are shipped) for any reasons, incorrect address/contact number and the delivery could not reach you. You will have to provide a contact number for express shipping. Please check and correct your shipping details before placing an order.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@lemon-forest.com to request for an exchange.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. We do not issue refunds for reasons due to delay of parcel that is not our problem. You have to return the the product and a refund, excluding shipping cost and payment provider service fee will be issued within 1-2 working days.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and this will make refund unavailable.

Important: Once the order is placed and payment is made, the order will be processed automatically. Therefore, if you request for a refund, there will be 20% service fees of the total value amount (inclusive of the shipping fees, if any) charged to successfully process your refund. We do not accept refunds after the package is shipped and tracking available, you will have to return the product to be eligible for a refund.

Need help?

Contact us at support@lemon-forest.com for questions related to refunds and returns.