RETURN T&C’s
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms. This Policy applies to products bought from Lemonade itself and from 3rd Party Sellers.
Certain parts of this Policy do not apply to Lemonade Unboxed Deals, reconditioned products or used products, and this is indicated in the relevant sections below. Lemonade Unboxed Deals are returned products that are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.
This Policy forms part of the Lemonade T&C’s, and so words defined in the T&C’s have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
• package your products safely and securely for protection during transit;
• clearly mark your return reference number on the outside of the parcel. PLEASE DO NOT WRITE ON THE PRODUCT OR THE ORIGINAL PACKAGING; and
• include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1. Unwanted products
You can return an unwanted product to us at no charge, provided:
• it is undamaged and unused, with the original labels and stickers still attached;
• save in relation to Lemonade Unboxed Deal, reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
• it is not missing any accessories or parts;
• you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective; and
• it is not one of the products listed below.
Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:
• a foodstuff, beverage or other product intended for everyday consumption;
• a beauty product or fragrance which has been used;
• an intimate product or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
• a product which has been personalised for you or made to your specifications; or
• a flatpack furniture product that has been assembled after delivery.
We will collect the product from you at no charge or you can drop it off at one of our collection points. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Want to exchange?
Fashion products can be exchanged for a different size or colour variation, provided that such variation is available. A Lemonade Unboxed Deal, reconditioned product or used product can only be exchanged for a variation of the same Lemonade Unboxed Deal, reconditioned product or used product, if such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
2. Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 5 days of such delivery / collection by logging a return on the Website.
We will arrange to collect the product from you at no charge or you can drop it off at one of our collection points. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
3. Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorized alterations to the product;
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
• in relation to Lemonade Unboxed Deal or used products, signs of handling and/or repackaging.
Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 3 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return via info@ilovelemonade.co.za, and we will arrange to collect the product from you at no charge or you can drop it off at one of our collection points. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 3-month period.
Where you request a repair / replacement of a Lemonade Unboxed Deal, reconditioned product or used product and a repair is not possible, we will see if we have a replacement Lemonade Unboxed Deal, reconditioned product or used product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit / refund you. A product in perfect condition (that is not a Lemonade Unboxed Deal, reconditioned product or used product) is not the same product as an Unboxed Deal, reconditioned product or used product. This is why Lemonade Unboxed Deal, reconditioned products and used products are discounted, compared to products in perfect condition.
Extended Supplier Warranty (stipulated on product page)
A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever T&C’s the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such T&C’s.
It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Lemonade is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.
PLEASE NOTE: Unboxed Deals, certain reconditioned products and used products do not have extended supplier warranties and this will be made clear on the product description page.
4. Gift Vouchers & Coupons
There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).
Where you have used a Fixed Coupon to pay for an order, and you or Lemonade later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Lemonade may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Where you have used a Percentage Coupon to pay for an order, and you or Lemonade later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Lemonade may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.
5. Bundles
There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:
• Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
• Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.
6: Lay-Bys
- A Lay-by deposit is 30% of the purchase price with the total being paid over a period of 3 months with no interest.
- The agreement expires on date of final payment or 3 months after commencement, whichever comes first.
- You can cancel your lay-by at any stage in the 3-month period.
- All cancellations of any Lay-by payment plans carry a 10% handling fee of the total Lay-by agreement price. You will be refunded the balance upon cancellation.
- Lay-by goods shall remain the property of Lemonade until the final payment is made. We keep your item in-store until you have paid your Lay-by instalments in full.
- This agreement requires regular payments.
- This agreement may be terminated by the purchaser at any time prior to the expiry date, whereby Lemonade will refund the money already paid less the 10% handling fees.
- Should the agreement expire before full payment has been received, the purchaser will be entitled to a refund of the money already paid on a Lemonade Gift Card, less the 10% handling fees.
- Collection of Lay-by goods may only be done by the purchaser. If you would like somebody else to collect your Lay-by on your behalf, please provide them with a signed letter of permission and a copy of your ID.
- The minimum amount to place items on Lay-by is R1000.
Please note, items on sale or promotion are not available on Lay-by.
7: Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse Lemonade for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations be refunded.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.
Responsible Disclosure Policy
At Lemonade, our business is built around the understanding that you, our customers come first. We aim to keep our website, mobile site and related software applications (“Website”), as well as the service offered on our Website (“Service”) safe for everyone to use, and data security is of the utmost importance. If you have discovered a security vulnerability in our Website or Service, we encourage you to contact us and disclose it to us in a responsible manner.
When security vulnerabilities are reported to us in compliance with this policy, Lemonade will validate and fix such vulnerabilities as soon as reasonably possible, in line with our commitment to the privacy, safety and security of our customers. We will not take legal action against you or terminate your access to the Service if you discover and report security vulnerabilities responsibly in compliance with this policy. Lemonade reserves all of its legal rights in the event of any noncompliance with this policy.
If you are looking to report another type of issue, which falls outside of the scope of this policy, for example if you are a current customer and you suspect fraudulent activity or suspect that your account may have been compromised, please use support@ilovelemonade.co.za. Your issue will be investigated immediately and thoroughly.
Reporting a Security Vulnerability
If you think that you have found a security vulnerability in our Website or Service, please contact us immediately via support@ilovelemonade.co.za. When reporting a security vulnerability, you must do the following:
• Include as much information as possible in your report, as we require a way to reproduce the security vulnerability in order to validate and fix it. “Proof-of-Concept” programs, tools, or test accounts that you’ve created are welcome, and the following information is required:
• the URL where the vulnerability occurs;
• if applicable, the parameter where the vulnerability occurs;
• the type of the vulnerability;
• a step-by-step instruction how to reproduce the vulnerability;
• a demonstration of the vulnerability, by screenshots or video; and
• if applicable, an attack scenario (an example attack scenario may help demonstrate the risk and get the issue resolved faster).
• Do not share your findings with anyone until Lemonade has had adequate time to investigate and deploy a fix. We will notify you when the security vulnerability has been patched.
• Consider telling us how to identify you.
We’re particularly interested in:
• XSS attacks
• SQL injection
• Remote code execution
• Circumventing permission limitations
• CSRF attacks
Restrictions
At Lemonade, we welcome “white hat” security researchers, and appreciate your research and proactive responsible disclosure. Please note however that Lemonade does not permit you to do any of the following:
• access, modify or destroy a Lemonade customer’s account or data;
• interrupt or degrade our Service;
• execute a “Denial of Service” attack;
• post, transmit, upload, link to, send or store any malicious software;
• send any unsolicited or unauthorized mail or messages;
• violate any applicable law;
• perform any testing that would result in any of the above; or
• attempt to do any of the above.
Contravening this policy in any way may result in us suspending or terminating your access to the Service, contacting the relevant authorities and/or pursuing any other remedies we have at law.
Our Commitment
If you identify a security vulnerability in compliance with this policy, Lemonade commits to:
• acknowledging receipt of your vulnerability report in a timely manner;
• confirming the validity of your report; and
• notifying you when the vulnerability is fixed.
We will unfortunately not offer any monetary rewards.