Returns And Refunds

Web Purchase Returns / Web Purchase Exchanges

Lemon And Twig is committed to making your shopping experience a success and trusts that you will be happy with your purchase. However, if the product is faulty or significantly different to that described or if you simply change your mind and are not 100% happy with your purchase,  we are happy to provide you with a refund or exchange within 14 working days of receipt of the product. Subject to conditions stipulated below.

To return your faulty / significantly different product for a refund, please follow these steps:

1. Kindly be directed to our "contact us" page and fill out an exchange/refund request along with your order number.

2. Upon review and approval we will send you an email with instructions on how to process your return, including a return shipping address.

Points to note: 

Package the product to be returned in a well-sealed box (preferably the one it was delivered in) together with:

- Copy of the invoice

- Copy of the warranty booklet in the case of branded watches and sunglasses

Upon receipt of the returned product, we will assess whether the product is faulty, worn or significantly different to that shown or described to you, we will either exchange the product for a similar or another product or credit your account. A full refund may also be considered should this be your preference. Refunds will be credited only to the card used to make the original payment.

Please note that you will be responsible for the cost of courier in returning the product to us except in the case when the product is faulty or significantly different to that described. 

Incorrect product delivered?

Should we deliver an incorrect product, which does not meet your order or as described on the website, please notify us. We will collect the product at no cost and replace this with the correct product or provide a full refund. Please note that the incorrect product should be treated in accordance with the following guidelines

  • It is still in its original packaging, unopened and unused, with all original labels and/or stickers still intact. 
  • Any seals on the product should not have been tampered with and/or opened or damaged;
  • No parts or pieces of the product or packaging are missing whatsoever;
  • The return is logged, processed and returned by you within 14 days of the initial date of purchase

Any damage incurred to this product upon inspection by us may result in disqualification of return or refund. If the above could not be achieved for any reason, please get in touch with us at info@lemonandtwig.com and we are more than happy to treat each case accordingly. 

Products not qualifying for a return or refund

The following products do not qualify for a return, exchange or refund whatsoever:

  • An electronic gift card;
  • Any beauty product, cosmetic or fragrance which has been opened, tested or used, unless defective.
  • Branded watches and sunglasses unless defective; or significantly different to that described.