RETURNS& REFUNDS

As a consumer in the EU you have a statutory 14-day right of withdrawal, counted from the day you or someone you nominate receives the goods. You do not have to give a reason. Lemon Gorilla EU extends that to a 30-day return window as a matter of policy.

To use it, tell us clearly within the window — an email to support@lemongorilla.eu is enough. Then send the goods back within 14 days of telling us.

Sealed goods that are not suitable for return for health protection or hygiene reasons cannot be returned once they have been unsealed after delivery. In practice:

• Still sealed — returnable within the window
• Opened or unsealed — not returnable, unless the goods are faulty, damaged or not what you ordered

This does not touch your rights when something is actually wrong with the product.

Goods must come back as you received them, seals intact. You may handle them only as far as needed to establish their nature and characteristics, as you could in a shop. We may reduce a refund to reflect loss in value caused by handling beyond that.

1. Email support@lemongorilla.eu with your order number and what you are sending back.
2. We reply with the return address and instructions.
3. Send it back, packed well enough to survive the trip, and keep your proof of postage.

Please do not post anything back before contacting us.

If you are cancelling because you changed your mind, you pay the return postage. If the goods are faulty, damaged or not what you ordered, we cover it.

We refund within 14 days of getting the goods back, or of receiving proof you sent them, whichever comes first. Refunds go back the same way you paid — to the account the transfer came from, or by transfer where you paid cash on delivery. Refunds never cost you a fee.

A refund includes the standard delivery charge you paid. If you chose a more expensive delivery option, we refund the standard rate. Where you return only part of an order, the delivery charge is not refunded.

Every item carries the legal guarantee of conformity for two years from delivery. If something arrives faulty, damaged, or is simply not what you ordered, email us with your order number and a photograph if the problem is visible. You are entitled to a replacement, a price reduction or a refund in line with EU consumer law, and we cover shipping both ways.

Report transit damage as soon as you reasonably can — it makes the carrier claim much easier.

Nothing on this page limits your rights under EU consumer law. Where our policy is more generous than the law, the more generous term applies.

support@lemongorilla.eu — see also Shipping Policy and Terms & Conditions.