Return and Refund Policy

1. Overview

At Lemonhone, we take pride in delivering high-quality, custom-made curtains and soft furnishings tailored to your needs. Because each product is made to order, our return and refund policy is designed to reflect the nature of personalized production.

If you experience any issues, we encourage you to review the following terms and contact us before initiating a chargeback—we’re here to help resolve your concern quickly and professionally.

2. Order Types

2.1 Standard Custom Orders

Orders placed directly through our website using selectable options for size, fabric, pleating, lining, and opening style fall into this category.

All products in this category are made-to-order based on your inputs and are generally non-returnable.

Return & Refund Conditions:

  • If a confirmed manufacturing defect is found (e.g., significant deviation from selected size, wrong fabric, or major workmanship issue), we will provide a free remake, replacement, or refund depending on the case.

  • If the issue results from customer-side errors (e.g., incorrect measurements, selection mistakes, or style mismatch), the order is not eligible for return.

  • We recommend using a metal tape for precise measurements and double-checking all selections before ordering.

Industry Tolerance Standard:
The accepted size tolerance for handcrafted curtains is ±2.5 cm (approximately ±1 inch). Minor variations in size, stitching, or pleats, as well as light creases from shipping, are considered normal and are not regarded as defects.

2.2 Designer Custom Orders

Orders placed via CAD drawings, quotation processes, or personalized fabric confirmations fall under designer-level custom production.

These products are highly personalized and non-returnable, except in cases of confirmed manufacturing error (e.g., mismatch from approved specs or material defects).

All such orders are confirmed through multiple steps, including fabric approval, size review, and quotation acceptance.

3. What Is Eligible for Return

  • Ready-Made Hardware & Accessories (if defective or incorrect): Must be unused, reported within 7 days, and include original packaging and tags.

  • Manufacturing Defects (e.g., incorrect hanging style, lining, or fabric): Must be reported within 7 days of delivery with photo evidence.

4. What Is Not Eligible for Return

  • Products made to order based on confirmed customer input

  • Orders cancelled due to shipping delays

  • Changes of mind, color/style dissatisfaction, or concept mismatches

  • Incorrect measurements or fabric selection by the customer

  • Minor color differences due to lighting, display settings, or dye lot variation

  • Size variations within tolerance (±2.5 cm / ±1 inch)

  • Items marked Final Sale / Clearance

  • Washed, altered, or used items

  • Fabric swatches, sample books, and sample cards

5. Quality Guarantee

If your product has a verified defect, we offer the following remedies:

  • Free remake

  • Free replacement

  • Refund (partial or full, based on severity and your preference)

Please submit claims within 7 days of receiving the product, including clear photos. We will assess and resolve fairly.

6. Return Process & Refunds

  • All returns must be pre-approved by Lemonhone.

  • Refunds for non-quality-related returns will be 80% of the original order amount, with 20% deducted to cover processing, packaging, and original shipping.

  • Refunds are issued within 3–10 business days after receiving and inspecting the return.

  • Return shipping for non-defective items is the customer’s responsibility.

7. Return Packaging Requirements

To avoid damage during transit, returned items must be properly packed (e.g., using sturdy cardboard boxes).
Do not use soft bags or thin wrapping. If products are damaged due to poor packaging, Lemonhone may refuse the return or deduct refund amounts accordingly.

8. Color & Fabric Notes

  • Minor color differences caused by lighting, screen settings, or dye lot variations are natural and not considered defects.

  • We strongly recommend ordering fabric swatches before placing a full order, especially for large projects.

  • Use a metal tape to avoid stretch errors during measurement.

9. Lost or Undelivered Packages

If your order is lost in transit, we will assist in investigating with the courier and, if verified, arrange a replacement shipment.

Once a package is marked “delivered” by the shipping carrier, Lemonhone is not liable for further loss or claims.

10. Contact Information

For returns, quality concerns, or post-sale support, please contact:

We aim to respond to all inquiries promptly and with care.

11. Effective Date

This policy is effective as of April 29, 2025, and may be updated periodically without notice.