Refund policy

We want you to be happy with your Project Lemonade order. This policy explains how to cancel an order if you change your mind, how to send items back, what we will refund, and what to do if something is faulty, damaged or wrong. Nothing in this policy affects your legal rights.

Changing your mind: your right to cancel

You have a legal right to cancel your order for any reason, without telling us why. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You can cancel at any time from when you place your order until 14 days after the day it is delivered. For example, if your order is delivered on 1 October, you can cancel until the end of 15 October. If your order arrives in more than one delivery, the 14 days run from the day the last item is delivered. "Delivered" means the items have reached you, or someone you have asked to receive them for you (not the courier).

How to cancel

Tell us clearly that you want to cancel before your 14 days are up. The easiest way is to email oli.edwards@true.global with your name and order number, for example: "I'd like to cancel order #1234." You can use the model cancellation form at the end of this policy, but you don't have to. You can also phone us on +44 7985 330132, but an email gives you a written record that you cancelled in time. As long as you send your message before your 14 days are up, you have cancelled in time.

If we haven't dispatched your order yet, we will cancel it and refund everything you paid, including delivery, within 14 days of the day you tell us. If your order is already on its way, you can still cancel: just send it back when it arrives, as explained below.

Opened products

By law, the right to cancel ends for a sealed product that is not suitable for return for health-protection or hygiene reasons once its seal has been broken after delivery. Many skincare products fall into this category. We have chosen not to rely on that rule: you can cancel and return a product even if you have opened it.

You are welcome to open a product and try a small amount to check its texture, scent and how it feels on your skin. That will not reduce your refund. If you have used more than that, for example over several days or so that a noticeable amount has gone, we may reduce your refund by the loss in value, up to the full price of that item, because we cannot sell it again. We will always tell you if we are making a deduction, how much it is and why.

Sending items back

Please send the items back without delay, and no later than 14 days after the day you tell us you are cancelling. You have met this deadline if you post them before the 14 days are up. Send them to:

Project Lemonade Returns (True Data Limited)
True House, 29 Buckingham Gate
London SW1E 6NF
United Kingdom

Please include a note with your order number so we can match your return quickly. The original packaging helps, but you don't have to use it.

You pay the cost of posting back items you have changed your mind about. We recommend a tracked service, and please keep your proof of postage. If an item is faulty, damaged or wrong, we pay for the return (see below).

Your refund

We will refund the price you paid for the items you return, plus any standard delivery charge you paid for the order. If you chose a delivery option that cost more than our standard delivery, we will refund only the cost of standard delivery. If you used a discount code, we will refund the amount you actually paid.

We will refund you without undue delay, and no later than 14 days after the day we receive the items back or, if earlier, the day you send us proof that you have posted them. We will use the same payment method you used, unless you expressly agree to something else, and we will not charge you any fee for the refund.

Exchanges

We don't swap items directly. If you would like something different, cancel and return the original item for a refund as explained above, and place a new order. If an item is faulty, damaged or wrong, you can ask us for a replacement (see below).

If something is faulty, damaged or not as described

This is separate from your right to cancel and does not depend on the 14-day period. We are legally required to supply products that are of satisfactory quality, fit for purpose and as described. If a product is not, you have rights under the Consumer Rights Act 2015 that we cannot exclude or limit. In summary:

Within 30 days of delivery, you can reject the item and get a full refund.

After 30 days, or earlier if you prefer, you can ask us to replace the item (or repair it, where that is possible). We will do this within a reasonable time, without significant inconvenience to you and at our cost.

If a replacement or repair does not fix the problem, or one is not possible, or we do not provide one within a reasonable time, you can ask for a price reduction or reject the item for a refund. If you reject it in this way within six months of delivery, you will get a full refund. After six months, we may reduce the refund to reflect the use you have had.

For a replacement, repair, price reduction or refund after the first 30 days, a fault that appears within six months of delivery is presumed to have been there when the item was delivered, unless we can show it was not, or the presumption does not fit the type of product or fault.

To tell us about a problem, email oli.edwards@true.global with your order number and a short description. A photo helps us sort it out faster, but it is not required. We pay the reasonable cost of returning a faulty, damaged or wrong item, and of sending you a replacement. If you are entitled to a refund, we will pay it within 14 days of the day we agree you are entitled to it, using the same payment method you used and without any fee. If you reject your whole order, your refund includes the original delivery charge.

Parcels that are lost or damaged in delivery

Your order is our responsibility until it is delivered to you, or to someone you have asked to receive it for you. If it arrives damaged, tell us and we will put it right as explained above. If it has not arrived within the time set out in our Shipping Policy, please email us. If it has been lost, we will send you a replacement or, if you prefer, refund you in full.

Changes to this policy

If we change this policy, the version in force when you placed your order will apply to that order.

Questions

If you have a question about a return, or you are unhappy with how we have dealt with one, email oli.edwards@true.global or call +44 7985 330132. See also our Terms of Service and Shipping Policy.

Who we are

Project Lemonade is a trading name of True Data Limited, registered in England and Wales (company number 08609926), True House, 29 Buckingham Gate, London SW1E 6NF, United Kingdom. Email oli.edwards@true.global or call +44 7985 330132.

Model cancellation form

If you would like to use this form, copy it into an email or letter, fill it in and send it to us. Adding your order number helps us find your order quickly.

To: Project Lemonade (True Data Limited), True House, 29 Buckingham Gate, London SW1E 6NF, United Kingdom. Email: oli.edwards@true.global
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.