Returns & Refunds

1. Right of Withdrawal

In accordance with current legislation, you have a 14-calendar-day period from the receipt of your order to exercise your right of withdrawal, without having to provide a reason.

⚠️ Exceptions to the right of withdrawal
The right of withdrawal does not apply to the following products:

  • Digital products (downloadable files, digital content) once the download has begun
  • Personalized or custom-made products at the buyer's request

No refund or exchange can be made for these products.

2. Return Conditions

To be accepted, all returns must strictly comply with the following conditions:

  • The product must be returned in its new condition, unused, undamaged
  • The product must be returned in its original packaging, carefully protected
  • Any incomplete, damaged, used, or dirty product returned will be refused

👉 In case of non-compliant return or a product clearly not new, no refund or exchange will be made.

3. Return Shipping Costs

The return shipping costs are at the buyer's expense in case of:

  • withdrawal
  • ordering error by the buyer
  • change of mind

 

The return shipping costs are covered by the seller only in the following cases:

  • defective product
  • shipping error attributable to the seller

4. Defective Products

If you receive a defective or damaged product, please contact customer service as soon as possible with:

  • a description of the problem
  • clear photos of the product and packaging

After verification:

  • a refund will be issued
    or
  • an appropriate solution may be offered depending on the case

5. Shipping Error

In case of an error on the seller's part (wrong product sent):

  • an exchange will be offered
  • no refund will be issued

Return and re-shipping costs will then be covered by the seller.

6. Refund Process

Refunds, when applicable, are made:

  • via the payment method used during the order
  • after receipt and verification of the returned product

7. Contact

For any return, exchange, or information request, please contact:
📧 lemondehaneko@gmail.com
or via the contact form on the website.