Refund Policy

Does Lemon Straps guarantees its products?
Yes, we do!

We are committed to deliver the best watch bands to you, and work closely with our suppliers to ensure your products arrive in perfect condition. But if you do discover issues with the items received, please take a picture of the problem and email it to us within 14 days of receiving the package (according to the delivery date on the tracking record, if applicable).

Since this guarantee only covers the first 14 days after you've received your order, please make sure you've checked thoroughly to ensure your order is in order. You can contact us via our Customer Support mailbox (service@lemonstraps.com). Please use the same email address, or provide us with your order details so that we can track the record. You will usually receive a reply from us within 3 business days.

What do you consider a product defect?
Mistakes happen once in a while. If the product has a manufacturing defect, or we send you the wrong item, we will replace the items for free. However, welding marks, glue marks, chalk marks, creasing from delivery or minor issues with stitches will not be considered defects. Items that are the wrong size due to wrong measurements by the buyer will not be considered defective items.

I change my mind. Can I return my product for a refund?
We provide 30 days money-back guarantee for non-personalized products. Please contact us via our Customer Support mailbox (service@lemonstraps.com) 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.

However, please note that you will be responsible for all the fees involved for sending the items back to us, and the return packages remain the responsibility of the customer until they are received at designated address in the United Kingdom.  Refund will only be processed after we have received the product.

All of our watch straps are sold as jewellery items, intended to be worn against a person’s skin. Due to hygiene issues, we no do not accept returns for straps that have been worn / tried on, or if the packaging / plastic film / security seal shows any signs of being opened / tampered with. This is for hygiene reasons and does not affect your statutory rights. 

We are not able to accept any personalised or engraved items for refund or exchange.

You are reminded to ensure your order details are accurate prior to your order. If you have questions on the product prior to ordering, feel free to contact us via email or through our Instagram account. 

I made a mistake in my order. Can I modify it?
Please send your email, mobile number and order number to our Customer Support mailbox (service@lemonstraps.com), or via Live Chat, and specify your request. Orders can only be updated if the package has not been processed.  Remember to double check your order email after payment, as we are unable to proceed with late request. In case the package has already been dispatched, you may opt to return the product for a refund re Point 3 above.

Please note that orders on personalised or engraved items cannot be modified nor cancelled after payment. 

Can I send the product back to your warehouse directly?
If you send the product back to our warehouse without our prior acknowledgement, the package will be declined. You are responsible for the relevant delivery fee or costs. 

*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 if my package is unclaimed?
In case of fail delivery attempt due to incorrect information, we will not reissue the order. Therefore, please fill in the accurate recipient information. 

Refund will be processed for the returned package after the deduction of all delivery cost (£8 for standard shipping, £29 for express shipping) and 10% administrative cost through your original payment method. We reserve the right to blocking your account from using our service if we notice malicious intent to violate or exploit our Policies.

 

Still have questions?

Read more about our 100% Satisfaction Guarantee and 6-Month Product Warranty, or speak to us directly.