Refund policy

Return, Refund, Cancellation & Exchange Policy

Email: customerexcellence@lemontini.in

We take great pride in crafting high-quality, unique products. As each piece is individually handcrafted, slight variations in color, print, or finish are natural and add to its charm. These minor variations are not considered manufacturing defects.

As a standard policy, we do not offer returns, exchanges, or cancellations on products delivered in perfect condition and as per the order placed. However, if any genuine issue occurs, we are here to support you and resolve it quickly.

1. Eligibility for Return or Refund

You may request a return or refund only in the following genuine cases:

  • The product delivered was incorrect (wrong style, size, or item).
  • The product has a major manufacturing defect (e.g., structural failure).
  • The product arrived damaged during transit.

Such cases will be reviewed individually and decided at our sole discretion, with your satisfaction as our priority.

2. Timeframe and Process to Raise a Concern

To be eligible for review, you must notify us immediately.

  • Notification Window: Please contact us at customerexcellence@lemontini.in within 48 hours of delivery.
  • Mandatory Documentation: You must provide the following details in your email:
    • Full Order Number
    • Delivery Address
    • Clear photographs highlighting the concern/defect area.
    • Unboxing Video (mandatory proof for all claims of product damage or breakage received during delivery).

Requests raised beyond the 48-hour window may not be eligible for review or resolution.

3. Return Shipping & Inspection

If a return is approved by our team:

  • Condition: The product must be unused, unwashed, undamaged, and returned in its original packaging. All tags and labels must remain intact.
  • Shipping: We do not provide reverse pickups. The approved item must be securely repacked and shipped back by the customer to the address shared upon approval.
  • Inspection: Returned items will undergo a mandatory quality check upon arrival at our facility. The final resolution (refund or exchange) will be processed only after the quality check is successfully completed.

4. Refunds and Store Credit

Refunds are processed only for valid cases of damage, defects, or incorrect delivery approved under Section 1.

Refund Details

  • Method: Refunds are processed back to the original payment method.
  • Timeline: Banks or payment gateways may take 7–10 business days to credit the amount to your account after the refund is initiated by us.
  • Non-Refundable Charges: Original shipping charges, processing charges and any COD/handling fees are non-refundable. Shipping charges on COD orders are non refundable. 

Store Credit Details

In situations where a refund to the payment source is not applicable or feasible (e.g., in some cancellation scenarios), store credit may be provided:

  • Validity: Store credit will be valid for 12 months from the date of issue.
  • Usage: Redeemable on future purchases as permitted by the store.

Important Note: Forced returns (shipping items back without prior approval) will not be accepted, inspected, or refunded, and the customer will bear the risk of loss.

5. Exchange Policy

Exchanges are offered exclusively for the following:

  • Items that are incorrect, defective, or damaged (as approved under Section 1).

Exchanges are not applicable for:

  • Change of mind regarding size, style, color, or quantity.
  • Custom-made or personalized items.
  • Fragile items that were clearly marked as non-exchangeable upon purchase.
  • Discounted, clearance, or final sale products.

Approved exchanges will be delivered within 7–10 business days after the defective item is received and inspected.

6. Cancellation Policy

Orders generally cannot be canceled once they are processed for shipping.

  • Request Window: If you need to request a cancellation, please contact us within 24 hours of placing the order.
  • Discretion: We will attempt to assist only if the order has not yet entered the processing or packaging stage.
  • Fees: A 2.5% cancellation fee may be deducted from the refund amount to cover non-refundable payment gateway processing charges incurred by us.

7. Product Variation Disclaimer

We aim to showcase products as accurately as possible. However, due to inherent differences in computer screens, photography lighting, and the meticulous handmade nature of our items, minor variations in shade, texture, or pattern placement may occur. These variations do not qualify as defects or grounds for return.

8. Policy Updates

This policy may be updated without prior notice. The most recent version will always be available on the Website. In case of any conflict between this policy and the Terms of Service, the Terms of Service shall take precedence.