Returns & Refund Policy
We hope you are happy with your purchase, however, if you are not completely satisfied for any reason, you may return it to us. Please see below for more information on our return policy.
Online or telephone orders fall under the distance selling regulations whereby you, the customer, has an automatic right to return those goods to us, the retailer, regardless of reason within a reasonable timescale, which in most cases is 10 days.
RETURNING AN ITEM
If you decide to return any items to us, the retailer, you can do so based on the criteria detailed below.
Where an order contains products that include free delivery, the actual cost of delivery will be calculated based on the cost price that we, retailer, incurred. This delivery costs vary greatly depending on the product(s) ordered and the customer will be notified of this cost before a returns note is issued. The delivery costs we incurred will be deducted from the refund amount.
PARTS REQUESTS.
We will supply missing parts for UK mainland orders only. For speedy and efficient dispatch of the parts requests it is imperative that the instruction for online ordering of parts which is printed on each delivery note supplied with each order is followed.
ORDERS WHICH ARE REFUSED ON DELIVERY.
Where a delivery has been refused by the customer on delivery the carrier will return it to us. You will be refunded the cost of the item but as the carriage has been attempted the carriage and handling charges will apply.
ORDERS WHERE DELIVERY CANNOT BE COMPLETED.
Where a delivery has been attempted 3 times by the carrier they will return it to us. You will be refunded the cost of the item but as the carriage has been attempted the carriage and handling charges will apply.
ORDERS WHICH ARE DAMAGED ON DELIVERY.
Where a delivery has been refused by your customer as the consignment is damaged the carrier will return it to us and we will send out a replacement. No additional costs will be incurred by you or your customer.
ITEMS WHICH THE CUSTOMER WANTS TO RETURN UNDER DISTANCE SELLING REGULATIONS.
Where the customer no longer wants the goods and the cartons are unopened provided this is intimated within 10 days of the date of delivery, you may return your item(s) to us for a full refund. The cost of return postage to us is the responsibility of the customer.
ITEMS WHICH THE CUSTOMERS HAVE UNPACKED AND WANT TO RETURN.
Where the customer has unpacked an item and no longer wants the item and this is intimated within 10 days of the date of delivery these goods must be returned in their original cartons and securely sealed. The cost of return postage to us is the responsibility of the customer. Where an item has been assembled and dismantled, but correctly repackaged in its original packaging a 20% dilapidation charge will apply.
If upon inspection we find a genuine production fault which would affect the customer’s ability to easily rectify any dissatisfaction with replacement parts, we will provide a full reimbursement.
ITEMS WHICH THE CUSTOMERS HAVE ASSEMBLED OR HAVE DISPOSED OF PACKAGING AND WANT TO RETURN.
It is imperative that you are aware that we are unable to accept goods for return unless returned in their original packing and securely sealed. Any goods we receive back in this way will not be credited to your account and if goods are returned to us in this manner we will notify you as soon as reasonably possible.
All deliveries are sent with a request for a signature and will not be left without proof of delivery being completed. If a customer overrules this instruction we will not be held responsible for goods which are lost or stolen and no refund will be made.
In all instances where goods are returned to us it is imperative that you request a returns note clearly stating your customer details, product details and reason for return. We cannot issue credits without this paperwork as we cannot identify the returnee.
We will not be held responsible for any delay or failure to comply with these terms if the delay or failure arises from any event which is beyond our reasonable control. Such events would include (but are not limited to) fires, floods, earthquakes, storms, natural disasters, war, civil unrest, acts of terrorism or malicious damage to or destruction of our premises, equipment or goods.
WARRANTY
Lemon offer a 12 month manufacturers warranty with all Lemon cymbals subject to reasonable use. This warranty will become void if it is deemed that a cymbal has been mis-used, badly treated or subject to unreasonable force.
QUESTIONS
If you have any questions concerning our return policy, please contact us at: sales@lemoncymbals.co.uk