Refund policy

Returns and Refunds Policy — Yellow Lemon Tree

Website: www.yltonline.co.za 

At Yellow Lemon Tree, we want you to be happy with your purchase. This policy explains how returns, exchanges, and refunds work, and what to expect if there's an issue with your order.

1. Sale Items and Gift Cards

Unfortunately, we cannot accept returns on sale items or gift cards.

2. Return Period

We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

  • The item must be in the same condition you received it — unused, unassembled (where applicable), and not damaged through use.
  • It must be in its original packaging, with all tags and accessories included.
  • You must have proof of purchase (your receipt or order confirmation).

3. How to Start a Return

To request a return, contact us at warehouse@yellowlemontree.co.za with your order number and the reason for the return.

Please do not send any item back to us before your return has been requested and approved — items sent back without prior approval will not be accepted.

Once your return is approved, we will confirm the return address and process with you.

4. Return Shipping Costs

The customer is responsible for the cost of returning an item to us. This includes situations such as a change of mind, ordering the wrong size or colour, or no longer wanting the item. We recommend using a trackable courier service, as we cannot be held responsible for items lost or damaged in transit back to us.

Where an item is confirmed, after inspection, to be genuinely defective, damaged in transit, or incorrect due to our error, we will assess return shipping costs on a case-by-case basis as part of resolving the claim.

5. Inspection Before Any Refund Is Considered

All returned items are inspected on arrival before any refund is considered. Because our furniture and decor items are handcrafted from natural materials, we need to physically examine the item to determine:

  • Whether the issue is a manufacturing or material defect,
  • Whether it resulted from damage during courier transit, or
  • Whether it relates to wear, misuse, or normal handling.

No refund, replacement, or credit will be approved until this inspection has taken place. We will contact you with the outcome of the inspection and next steps once it is complete. This process helps us treat every customer fairly and identify exactly where in the process an issue occurred.

6. Damages and Issues

Please inspect your order as soon as it arrives. If an item is defective, damaged, or incorrect, contact us immediately at warehouse@yellowlemontree.co.za with your order number and photos of the item and packaging. This helps us evaluate the issue quickly and determine the best resolution.

7. Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Custom, made-to-order, or personalised items (e.g. custom furniture or upholstery orders)
  • Perishable goods
  • Items marked as final sale or clearance
  • Gift cards

If you're unsure whether your item qualifies for a return, please contact us before purchasing or before requesting a return.

8. Exchanges

The quickest way to get the item you want is to return the original item (once your return is approved), and place a new order separately for the replacement item.

9. Refunds

Once we have received and inspected your returned item, we will notify you whether the refund has been approved.

  • If approved, refunds will be issued to your original payment method within 10 business days of approval.
  • Please note that your bank or card provider may take additional time to reflect the refund in your account.
  • If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at warehouse@yellowlemontree.co.za.

10. Your Statutory Rights

This policy is in addition to, and does not limit, any rights you may have under the Consumer Protection Act 68 of 2008 (South Africa).

11. Contact Us

If you have any questions about this policy, please get in touch:

  • Email: warehouse@yellowlemontree.co.za
  • Phone: 015 293 0860
  • Postal address: 39 Staal Street, Ladanna, Polokwane, Limpopo, 0699

 

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