Return & Exchange
What are your return and exchange policies?
We provide 30 days money-back guarantee for non-personalized products, and you may remove the protective film on the watchstraps for fitting. To return your order, please submit your refund request here within 30 days of receiving the package (according to the delivery date on the tracking record, if applicable). We will revert back to you promptly with further instructions for a refund of the product cost.
Please note that pre-paid shipping label is unavailable, and you will be responsible for all the fees involved for sending the items back to us. The return packages remain the responsibility of the customer until they are received at our designated address in the United Kingdom. At the moment, we are only accepting returns at our United Kingdom address. Please also return the products in their original packaging to prevent damage from scratching and ensure resell-able condition. Full refund for the returned item will be processed within 5 business days after we have received it.
We do not accept any personalised or engraved items for refund or exchange.
*Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price.
What is the time limit for returning my order after raising the request?
We provide 30 days money-back guarantee for non-personalized products, under which you have 30 days to return your item to us. Nevertheless, we understand that some of our international customers may require extra time to send back the package to us. We accept returns arrived within a reasonably extended timeframe so long as you can provide proof of sending the item back to us within the 30-day period or 14 days after raising your request, whichever later. This can be the postal label stamped with dates on your returning package, tracking link, or receipt of your postage with the sending date.
What should I do if I've received a defective item?
Please take a picture of the problem and submit your exchange/refund request here within 14 days of receiving the package (according to the delivery date on the tracking record, if applicable). If our team is able to verify the issue, a FREE replacement for the item will be arranged, and you will not be charged for the return.
Included: Coloration issues, loosening of clasps, any defect issues
Excluded: wrong size due to wrong measurements by the buyer, any electronic devices used in conjunction with our products
Notes for watchstraps: The inner side of our watch clasps would not be colour-coated or electroplated. Since our watchstraps are electroplated while being hanged, minor markings in between the chains will also be unavoidable. Such would be unnoticeable when you wear our products, and we do not consider them as product defect.
What if there's issue with my products after the 30-day period?
We provide 12-month complimentary warranty for all products. Watchstraps purchased on or before 12 Nov 2023 are covered by a 6-month breakage warranty. For more information, please visit our warranty page here.
What if my devices are damaged while used in conjunction with your product?
No devices (e.g. mobile phones, tablets, watches, etc.) used in conjunction with our products are covered by warranty or guarantee, and repair costs incurred due to damages to the devices are not covered. Our products are subject to normal wear and tear, and do not guarantee protection to your electronic devices. Like any other bracelets, watch bands and protective cases, users have to take care of the products and ensure that they are in proper working condition before usage.
I received Lemon Straps' product as gift. Can I send it back for refund or exchange?
You must provide the order details, including the purchaser's name, together with either the order number or his/her email address, and send the item back to our designated address in the United Kingdom within the time limit mentioned. Exchange items can be sent to a new address designated by you, but any refund will only be processed to the original payment method. Please contact our Customer Support via email (email@example.com).
Note: Requests under our 14-day product guarantee must be raised by our customers directly.
Can I send the product back to your warehouse directly?
Please do not send the package to the warehouse address stated on the shipping label or any business addresses without our prior confirmation. You will receive the return address after raising your return/exchange request here.