Refund policy
At Hot Lemon Collection, we want you to be happy with your purchase. Please read our Return & Refund Policy carefully before requesting a return.
This policy applies to clothing, swimwear and other products purchased from Hot Lemon Collection.
14-DAY RETURN POLICY
You may request a return within 14 days of receiving your order.
To request a return, please contact us at hotlemoncollection@gmail.com within 14 days of receiving your order.
Customers located in the European Union also benefit from the statutory right of withdrawal described in the section European Union Right of Withdrawal below.
Depending on your country or region of residence, you may have additional mandatory consumer rights under applicable local laws.
Nothing in this policy is intended to exclude, restrict or limit any consumer rights that cannot legally be excluded, restricted or limited under applicable law.
RETURN CONDITIONS
To be eligible for a standard return, items must be returned in accordance with the conditions set out below.
Items should be:
- unworn, except for what is reasonably necessary to inspect and try on the product;
- unwashed;
- unaltered;
- returned with original tags and labels attached, where applicable;
- free from stains, make-up, deodorant, perfume, odours or other signs of use;
- returned with any original accessories and packaging supplied with the product, where applicable.
Please handle all products with reasonable care while they are in your possession.
Customers may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, in accordance with applicable law.
SWIMWEAR AND INTIMATE APPAREL
For hygiene reasons, swimwear and intimate apparel must be tried on over your own underwear.
Please keep all hygiene protection, tags and labels in place while trying on the product and do not remove or damage them until you are certain that you wish to keep the item.
Where the legal requirements for an exception to the right of withdrawal for sealed goods not suitable for return due to health protection or hygiene reasons are met, the right of withdrawal may not apply after the relevant seal has been removed following delivery.
This does not affect your legal rights in relation to faulty, defective, damaged, incorrect or non-conforming products.
HOW TO REQUEST A RETURN
To request a return, please contact us at:
Please include:
- your full name;
- your order number;
- the item or items you wish to return;
- a clear statement that you wish to return the item or withdraw from the purchase.
We will provide you with the necessary return instructions.
Returns must be sent to:
Hot Lemon Collection
Piazza Sandro Pertini 6
20067 Paullo (MI)
Italy
Please do not send items back without first contacting us and receiving the necessary return instructions.
Sending an item back without contacting us does not affect any mandatory rights you may have under applicable law.
RETURN SHIPPING COSTS
Unless otherwise required by applicable law, customers are responsible for the direct cost of returning items when making a standard return or exercising a right of withdrawal.
We recommend using a tracked and reliable shipping service and keeping your proof of postage until your return and refund have been completed.
If you receive an incorrect, defective, damaged or non-conforming item, please contact us before returning the product so that we can provide appropriate assistance in accordance with your legal rights.
INTERNATIONAL RETURNS
Customers located outside the European Union may request a return within 14 days of receiving their order, subject to the conditions set out in this policy and any mandatory consumer rights applicable in their country or region.
To request an international return, please contact us at hotlemoncollection@gmail.com before sending your item back.
Unless otherwise required by applicable law, customers are responsible for the cost of international return shipping.
We strongly recommend using a tracked and reliable shipping service and keeping proof of postage until the return and refund process has been completed.
Customers are responsible for correctly completing any customs documentation required for international returns.
Hot Lemon Collection is not responsible for delays or additional charges resulting from incorrect or incomplete customs documentation provided by the customer, except where otherwise required by applicable law.
Original shipping charges, customs duties, import taxes and other fees are non-refundable, except where otherwise required by applicable law.
EUROPEAN UNION RIGHT OF WITHDRAWAL
If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days from the date on which you, or a third party designated by you other than the carrier, receive the goods, without having to provide a reason, subject to the exceptions provided by applicable law.
To exercise your right of withdrawal, you must inform us of your decision within the 14-day withdrawal period by contacting:
You may send us a clear statement informing us of your decision to withdraw from the purchase.
After informing us of your decision to withdraw, you must return the goods within 14 days.
The goods must be returned to:
Hot Lemon Collection
Piazza Sandro Pertini 6
20067 Paullo (MI)
Italy
Unless otherwise required by applicable law, you are responsible for the direct cost of returning the goods.
This policy does not limit or exclude any mandatory consumer rights provided by applicable law.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order as soon as possible after delivery.
If you receive an item that is defective, damaged, incorrect or otherwise not in conformity with your order, please contact us as soon as possible at:
Please provide:
- your full name;
- your order number;
- a description of the issue;
- photographs showing the issue, where helpful and reasonably possible.
We will assess the issue and provide an appropriate solution in accordance with applicable consumer protection law.
Nothing in this Return & Refund Policy limits your statutory rights regarding defective, damaged, incorrect or non-conforming goods.
SALE AND PROMOTIONAL ITEMS
Items purchased during sales or promotional periods remain subject to any mandatory rights provided by applicable consumer protection law.
Any additional commercial return conditions applicable to promotional or discounted items will be clearly communicated before purchase and will not limit mandatory consumer rights.
GIFT CARDS
Gift cards are generally non-refundable, except where otherwise required by applicable law.
EXCHANGES
We do not currently offer direct exchanges.
If you wish to purchase a different size, colour or product, the easiest option is to return the original item in accordance with this policy and place a new order separately.
REFUNDS
We will notify you after we have received and inspected your return.
If a refund is due, it will be issued using the same payment method used for the original purchase, unless otherwise expressly agreed or required by applicable law.
For valid exercises of the European Union right of withdrawal, we will reimburse payments received from you, including the cost of the least expensive standard delivery method offered by us, where required by applicable law.
Additional delivery costs resulting from your choice of a delivery method more expensive than the least expensive standard delivery method offered by us will not be reimbursed, except where otherwise required by applicable law.
Where permitted by applicable law, we may withhold reimbursement until we have received the goods back or until you provide evidence that you have sent the goods back, whichever occurs first.
Refunds will be processed within the time limits required by applicable law.
Please note that your bank, credit card provider or payment service provider may require additional time to process and display the refund in your account.
We do not charge additional fees for processing eligible refunds.
ORDERS RETURNED TO SENDER AND UNCLAIMED PACKAGES
If an order is returned to us because of an incorrect or incomplete delivery address provided by the customer, failure to collect the package, refusal of delivery without exercising an applicable right of withdrawal, or another circumstance attributable to the customer, we will contact the customer after receiving the returned package.
Any refund or reshipment will be handled in accordance with applicable law.
Where legally permitted, additional shipping costs for resending an order may be charged to the customer.
CONTACT US
If you have any questions about returns, refunds or your consumer rights, please contact us at:
Hot Lemon Collection
Email: hotlemoncollection@gmail.com
Return address:
Piazza Sandro Pertini 6
20067 Paullo (MI)
Italy