1. Overview

At Lemonho, 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 personalised production.

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

Nothing in this policy affects any rights you may have under applicable consumer protection laws in your country.

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 the 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 personalised fabric confirmations fall under designer-level custom production.

These products are highly personalised and non-returnable, except in cases of confirmed manufacturing error (e.g., mismatch from approved specifications 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 of delivery, 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 clear photo evidence.

4. What Is Not Eligible for Return

• Products made to order based on confirmed customer input (measurements, fabric, heading style, lining, etc.).

• Orders cancelled only because of shipping or transit delays.

• Change of mind, colour/style dissatisfaction, or “it does not match my imagination”.

• Incorrect measurements, heading style or fabric choice provided by the customer.

• Minor colour 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, used or contaminated 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 and include clear photos. We will assess the case fairly and propose a reasonable solution.

For motorised curtain track sets, please also refer to our separate Motorised Window Treatment Warranty for full details on warranty coverage, limitations and exclusions.

6. Return Process & Refunds

All returns must be pre-approved by Lemonho. Parcels returned without prior authorisation may be refused or not eligible for a refund.

Because most of our products are made to order, non-quality-related returns are generally not accepted. In the rare cases where we agree in advance to handle a non-quality issue as an exception, any refund will be a partial refund only. The refundable amount will be calculated on the basis of the amount you actually paid for the order, after deducting costs already incurred (including, but not limited to, fabric, labour, production preparation, packaging materials and the cost of the original outbound shipment, including any subsidised “free shipping”).

Return shipping from you to our facility is always at your own expense and is not refundable.

Refunds are usually processed within 3–10 business days after we receive and inspect the returned items. The time for funds to appear in your account may vary depending on your payment provider (PayPal, card issuer, bank, etc.).

7. Return Packaging Requirements

To avoid damage during transit, returned items must be properly packed (e.g., using sturdy cardboard boxes or equivalent rigid packaging). Do not use soft bags, thin wrapping, or simple mailers.

Curtains should be neatly folded, and hardware or accessories should be protected to avoid scratches, dents or bending. If products are damaged due to poor packaging, Lemonho may refuse the return or deduct refund amounts accordingly.

8. Color & Fabric Notes

• Minor colour 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 or important projects.

• Use a metal tape when measuring to avoid stretching errors common with soft cloth tapes.

9. Lost or Undelivered Packages

If your order appears to be lost or not delivered, please contact us with your order number and tracking number. We will assist in investigating with the courier and, if the package is confirmed lost, arrange a replacement shipment where appropriate.

Once a package is marked “delivered” by the shipping carrier, the order will generally be treated as completed under this policy. Further loss, theft or claims after delivery are normally not covered by Lemonho, except where required by applicable law or by your payment provider’s policies.

10. Contact Information

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

• Primary Email:
  hello@lemonho.com

• Create a Support Ticket

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

11. Effective Date

This Policy is effective as of 17 November 2025 and may be updated from time to time.Any changes will be reflected on this page.