Returns, refunds & cancellations

Lemon Monkey supplies promotional merchandise, branded products, workwear, and print primarily to business customers. Business orders do not normally have a statutory cooling-off period.

If we expressly accept an order from an individual acting wholly or mainly outside their business, mandatory consumer rights apply. Nothing in this policy removes rights that cannot lawfully be excluded or restricted.

You can withdraw a quote request before a contract is formed. A quote basket, submitted form, Smart Adviser shortlist, or automated acknowledgement is not an accepted order and does not by itself create a payment obligation.

Contact us immediately if you need to change or cancel an accepted order. Personalised production often commits stock, artwork, setup, labour, and supplier capacity quickly, so cancellation is not automatic after acceptance.

If cancellation is still possible and we agree it in writing, we will explain the work already completed and reasonable, irrecoverable costs already committed. Any remaining refundable balance will be returned through the appropriate payment route.

Goods made to an agreed specification or clearly personalised cannot normally be returned merely because they are no longer wanted or the customer has changed their mind. This does not affect rights where goods are faulty, not as described, unsafe, or do not match the agreed proof or specification.

Approval confirms the visible wording, layout, position, and specification shown in the proof. A product is not faulty solely because of a minor difference that falls within the agreed specification or a reasonable manufacturing, material, print, embroidery, or screen-display tolerance. A material departure from the approved proof or agreed specification will be investigated as a potential fault.

Inspect the delivery as soon as reasonably possible. Contact info@lemonmonkey.co.uk promptly and provide the order reference, affected quantity, a clear description, and photographs where useful. Keep the goods, outer packaging, and delivery label while we investigate.

Do not send goods to a supplier or another address without our written return instructions. Unauthorised returns may be refused or delayed because Lemon Monkey remains your commercial contact.

If goods fail to match the contract, we will provide the remedy required by applicable law and appropriate to the issue. Depending on the circumstances this may be correction, repair, replacement, re-production, price reduction, or refund. We may need to inspect the goods and discuss the issue with the relevant supplier, decorator, printer, carrier, or insurer before confirming the remedy.

An agreed refund is normally made to the original payment method or account, unless another lawful method is agreed. We will process it without unreasonable delay after entitlement and the amount have been established. Where consumer refund deadlines apply, we will comply with those deadlines.

Responsibility for return or replacement delivery costs depends on the reason for the return, the contract, and applicable law. We will cover reasonable return arrangements where the goods are confirmed faulty or materially incorrect and the law or contract requires us to do so. Additional delivery choices requested by the customer may not be refundable beyond any mandatory minimum.

Email info@lemonmonkey.co.uk or call 01942 387234. Include the quotation or order reference and the outcome you are seeking. We will acknowledge a substantive complaint, investigate it, and explain the proposed resolution. This policy forms part of, and should be read with, our Terms & Conditions and final quotation.