Refund policy

RETURNS, EXCHANGES & STORE CREDIT POLICY

We want you to love your purchase — but if something isn’t quite right, we’re here to help.

CHANGE OF MIND

We do not offer refunds for change of mind.

However, we’re happy to offer:

  • Store credit (valid for 3 years)
  • Exchange for another item (subject to availability)

To be eligible:

  • You must contact us within 14 days of receiving your order.
  • Items must be in original resalable condition - unworn, unwashed, unused, with tags and packaging intact. 

NON-RETURNABLE ITEMS

The following items are not eligible for return or exchange:

  • Items marked as Final Sale
  • Pierced jewellery, underwear, or swimwear
  • Items showing signs of wear, damage, odours (perfume, smoke, pets)
  • Custom or made-to-order items (unless faulty)
  • Items returned without prior authorisation

SHIPPING & RETURN COSTS

All shipping costs are the responsibility of the customer

For exchanges, customers will be invoiced for the new shipping cost before the replacement item is sent

We strongly recommend returning items via a tracked service — we are not responsible for returns lost in transit

UNDELIVERABLE PARCELS

We are not responsible for parcels that:

  • Are addressed incorrectly at checkout
  • Cannot be delivered due to no one being available or no safe place to leave the parcel
  • Are not collected from the post office or pickup point in time

If a parcel is returned to us due to any of the above reasons, we are not liable for additional shipping or return costs. Re-shipping will only occur once a new shipping payment is made by the customer.

HOW TO RETURN AN ITEM

  1. Email us at shop@lemonhouse.com.au with your order number and reason for return
  2. We’ll confirm eligibility and provide a return address
  3. Return the item within 7 days of approval
  4. Once received and approved, your store credit or exchange will be processed within 3–5 business days

Note: Returns without prior authorisation will not be accepted.

FAULTY OR DAMAGED ITEMS

If your item arrives faulty or damaged, please email us at shop@lemonhouse.com.au within 48 hours with:

  • Your order number
  • Description of the issue
  • Clear photos of the fault

We will assess and offer a repair, replacement, store credit, or refund, in accordance with Australian Consumer Law.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

ADDITIONAL NOTES

Store credit is valid for 3 years, is non-transferable, and is not redeemable for cash

  • Items purchased with store credit can only be returned for store credit
  • If an exchange item is out of stock, store credit will be issued instead
  • We do not offer price adjustments if an item goes on sale after your purchase
  • Discount codes must be applied at checkout — we cannot apply them retroactively
  • Items purchased as part of a bundle or promotion (e.g. “Buy 2, Get 1 Free”) must be returned as a complete set

If you have any questions about your order or our policy, feel free to contact us at shop@lemonhouse.com.au