Refund policy

Last updated: 17 August 2026

This Return & Refund Policy applies to orders placed through www.wilderlemon.co.uk with Beautifully Handmade Limited, trading as Wilder Lemon.

Nothing in this policy excludes, restricts or limits your statutory rights under applicable United Kingdom consumer law.

1. Personalised and made-to-specification products

Most Wilder Lemon products are made to your specifications or clearly personalised using the information submitted with your order.

The statutory change-of-mind cancellation right does not normally apply to goods that are made to a consumer's specifications or clearly personalised.

Before submitting your order, please carefully check all:

names;
wording;
dates;
weights;
numbers;
spelling;
capitalisation; and
other personalisation instructions.

We will use the information submitted with your order. We cannot accept a change-of-mind return solely because incorrect personalisation information was supplied by the customer.

This personalised-product exception does not affect your legal rights if an item is faulty, damaged, incorrect, misdescribed or does not conform to the contract.

2. Changing or cancelling a personalised order

If you need to request a change or cancellation, contact us immediately at enquiries@wilderlemon.co.uk.

Please include your order number and clearly explain the change or cancellation requested.

If production has not started, we will try to accommodate your request. Once production of a personalised or made-to-specification product has started, a change-of-mind cancellation or amendment may not be possible.

We cannot guarantee that a request will be accepted after an order has entered production.

3. Eligible non-personalised products

If you purchase a product that is not personalised or made to your specifications and it qualifies for cancellation under applicable UK consumer law, you may notify us that you wish to cancel within 14 days after the day you receive the goods.

After notifying us of an eligible cancellation, you must return the goods within a further 14 days.

You may notify us by email or another clear statement explaining your decision to cancel. Please include:

your full name;
your order number;
the product being returned; and
a clear statement that you wish to cancel the purchase.

4. Condition of change-of-mind returns

You may inspect an eligible product as you would reasonably inspect it in a physical shop.

You are responsible for any reduction in the product's value caused by handling beyond what is reasonably necessary to establish its nature, characteristics and functioning.

Eligible products should be returned:

securely packaged;
with all components originally supplied;
without avoidable damage; and
with the order number or other information needed to identify the order.

5. Products that cannot normally be returned for a change of mind

Unless the product is faulty, damaged, incorrect, misdescribed or otherwise does not conform to the contract, change-of-mind returns are not normally available for:

goods made to your specifications;
clearly personalised goods;
products that have been altered at your request; or
other products excluded from cancellation rights by applicable law.

6. Return costs for eligible change-of-mind returns

You are responsible for the direct cost of returning an eligible non-personalised product following a change of mind, unless we agree otherwise in writing.

We recommend using a reliable postal service that provides proof of posting. Please retain your postage receipt until the return and refund have been completed.

We are not responsible for a return parcel lost or damaged because it was not packaged appropriately or because an unsuitable return service was used, except where applicable law provides otherwise.

7. Faulty, damaged, incorrect or misdescribed products

Your statutory rights apply whether or not a product is personalised.

Products must be:

of satisfactory quality;
fit for their intended purpose; and
as described.

If an item arrives faulty, damaged, incorrect or not as described, contact us as soon as possible at enquiries@wilderlemon.co.uk.

Please provide:

your name;
your order number;
a clear description of the problem; and
clear photographs of the product and packaging where reasonably helpful.

Please do not dispose of the product or its packaging until we have responded and provided instructions.

8. Statutory remedies for faulty goods

UK consumer law may provide a short-term right to reject faulty goods within 30 days after delivery.

After that period, you may have rights to a repair, replacement, price reduction or final rejection, depending on the circumstances and the requirements of applicable law.

Where a product is faulty, damaged, incorrect, misdescribed or otherwise does not conform to the contract, we will provide the remedy required by applicable UK consumer law.

9. Return costs for faulty or incorrect products

We will not charge you the reasonable cost of returning a product that is faulty, damaged, incorrect, misdescribed or otherwise does not conform to the contract.

Please contact us before returning the product so that we can provide the appropriate return instructions.

We may not reimburse additional or unusually expensive postage costs where a reasonable return method was available and our return instructions were not followed.

10. How to arrange a return

Email: enquiries@wilderlemon.co.uk
Telephone: +44 7948 403171

Please include your order number and the reason for the return.

Unless we provide different written instructions, authorised returns should be sent to:

Beautifully Handmade Limited
Trading as Wilder Lemon
57 Monticello Way
Coventry
CV4 9AL
United Kingdom

Please do not send a return cash-on-delivery, without sufficient postage or before contacting us for instructions.

Sending a product to us without contacting us does not automatically establish eligibility for a refund.

11. Inspection of returned products

We may inspect a returned product to confirm its identity, condition and eligibility for the requested remedy.

If we require additional information to assess the return, we will contact you using the details supplied with the order.

An inspection does not affect any statutory rights that apply to the product.

12. Refunds for eligible change-of-mind cancellations

For an eligible change-of-mind cancellation, we will refund:

the price paid for the eligible returned product; and
the cost of the least expensive standard delivery option offered for the order, where required by law.

We are not required to refund the additional cost of a premium, express or enhanced delivery option selected by you instead of the least expensive standard delivery option.

If only part of an order is cancelled, the delivery-charge refund will be determined according to the circumstances and applicable law.

13. Timing of change-of-mind refunds

We may withhold a refund until:

we receive the returned goods; or
you provide evidence that the goods have been sent back,

whichever occurs first.

We will issue the refund without undue delay and no later than 14 days after that point, subject to applicable law.

14. Refunds for faulty or incorrect products

Where you are legally entitled to a refund for a faulty, damaged, incorrect, misdescribed or non-conforming product, we will issue the refund without undue delay and within the period required by UK consumer law.

Where applicable, we will also reimburse reasonable return costs and any other amounts required by law.

15. Refund method

Refunds will normally be issued to the original payment method used for the order.

We will not request complete card details, online banking passwords, PINs or security codes to process a refund.

After we process a refund, your bank or payment provider may require additional time to display the credit in your account. This processing time is controlled by the payment provider.

16. Exchanges

We do not offer general change-of-mind exchanges for personalised or made-to-specification products.

If a product is faulty, damaged, incorrect, misdescribed or otherwise does not conform to the contract, contact us so that the appropriate repair, replacement, refund or other legal remedy can be considered.

For an eligible non-personalised product, the simplest option may be to return the product in accordance with this policy and place a separate order for the required item.

17. Gifts

Refunds are normally issued to the original payment method used by the person who placed the order.

If you received a product as a gift and believe that it is faulty, damaged, incorrect or misdescribed, contact us with the order information available to you.

18. Late or missing refunds

If we have confirmed that a refund was processed but it is not visible in your account:

check the original payment account;
contact your bank or payment provider because processing times may vary; and
contact us if the payment provider cannot locate the refund.

Please do not send payment-card numbers, online banking passwords, PINs or security codes when asking about a refund.

19. Orders returned because of an incorrect address or failed delivery

If an order is returned because the delivery address supplied by the customer was incorrect or incomplete, or because the parcel was not collected, contact us to discuss the available options.

Reasonable redelivery costs may apply where the failed delivery was caused by information or instructions supplied by the customer and where charging those costs is permitted by law.

This does not affect your rights where the delivery problem was caused by Wilder Lemon or the delivery provider acting on our behalf.

20. Contact us

For questions about a cancellation, return, faulty product or refund, contact:

Beautifully Handmade Limited
Trading as Wilder Lemon
Company number: 13077739
57 Monticello Way
Coventry
CV4 9AL
United Kingdom

Email: enquiries@wilderlemon.co.uk
Telephone: +44 7948 403171

Customer support is available Monday to Friday, 09:00–18:00, Europe/London (GMT in winter and BST in summer). We aim to respond within one business day.