Refund policy

Last updated: November 2, 2026

Returns & Refunds Policy

At Rosy Lemons Shop, we take great care in preparing and dispatching every order. Many of our products are personalised or made specifically to your requirements, so please read our returns and refunds policy carefully before placing your order.

Personalised & Made-to-Order Products

We do not accept returns, cancellations or offer refunds for personalised or custom-made products due to customer ordering mistakes or a change of mind, unless required by law.

This includes, but is not limited to:

Incorrect names, spelling or dates provided by the customer.
Incorrect sizes, colours, designs or quantities selected at checkout.
Failure to read the product description, measurements or personalisation instructions.
Changes of mind after an order has been personalised or prepared.
Ordering the wrong product or selecting an unwanted variation.

Please double-check all order details before completing your purchase.

We personalise products according to the information and options provided at checkout and cannot be held responsible for errors in the details submitted by customers.

If we have made a mistake with your order, we will take responsibility and arrange a replacement at no additional cost. Where applicable consumer law gives you the right to a refund or another remedy, those rights will also be honoured.

Returns for Non-Personalised Products

For non-personalised, standard products purchased online, eligible customers may have the right to cancel their purchase within 14 days of receiving their order, in accordance with applicable consumer protection laws.

To request a return, please contact us within the relevant cancellation period.

Returned items should be in their original condition, unused, unworn and, where possible, in their original packaging.

You may be responsible for any reduction in the item's value resulting from handling beyond what is necessary to inspect it.

Certain products, including eligible personalised or custom-made items and sealed hygiene products that have been unsealed after delivery, may be exempt from change-of-mind returns.

How to Start a Return

Please contact us before returning any items.

Email: ramune@idacltd.com

Include your order number, the reason for your return and, where relevant, photographs of the issue.

Please do not send items back without contacting us first, as we need to provide the appropriate return instructions.

For change-of-mind returns, customers are responsible for return postage costs unless otherwise required by law or agreed by us.

Damaged, Faulty or Incorrect Items

We carefully check our products before dispatch. However, if something is wrong with your order, please contact us as soon as possible.

If you receive an item that is:

Damaged or defective.
Incorrectly personalised due to an error on our part.
Different from the product or variation you ordered.
Missing an item that should have been included.

Please email us with your order number and clear photographs showing the issue.

If the mistake is ours, we will arrange a replacement at no additional cost to you.

Where a replacement is not appropriate or applicable consumer law entitles you to a refund, repair or other remedy, we will comply with those requirements.

We will cover reasonable return postage costs where legally required for faulty or incorrectly supplied products.

Customer Ordering Mistakes

We kindly ask customers to check all product descriptions, sizes, measurements, personalisation details and selected options carefully before purchasing.

We do not offer complimentary replacements or refunds for customer ordering mistakes where the product has been supplied correctly and no statutory right to a refund applies.

For example, if you select a non-personalised or plain product variation instead of a personalised design, we will supply the option selected at checkout.

Similarly, if an incorrect name, spelling, size or colour is provided, we cannot offer a free replacement simply because the wrong option was chosen.

If you notice a mistake immediately after placing your order, please contact us as soon as possible. We will do our best to help before production begins, but changes cannot always be guaranteed.

Cancellations

If you wish to cancel an order, please contact us as soon as possible.

For personalised or custom-made products, we may begin preparing your order shortly after purchase. These products are generally excluded from statutory change-of-mind cancellation rights.

For eligible non-personalised online purchases, statutory cancellation rights will apply regardless of whether the order has been dispatched.

Exchanges

We do not generally offer direct exchanges for personalised or custom-made products unless the item is faulty, incorrectly supplied or another legal right applies.

For eligible non-personalised products, please contact us to discuss available exchange options.

Customers may be responsible for additional postage costs for voluntary exchanges.

United Kingdom Returns & Cancellations

Under UK consumer law, customers purchasing eligible non-personalised products online generally have the right to cancel within 14 days after receiving their goods, without providing a reason.

Once cancellation has been communicated, the customer must return the goods within a further 14 days.

Eligible refunds include the product price and the original standard delivery charge, where applicable. Additional charges for premium or express delivery are not normally refundable beyond the standard delivery cost.

Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Personalised and custom-made products are generally excluded from these change-of-mind cancellation rights.

These exclusions do not affect statutory rights relating to faulty, damaged or incorrectly described products.

Refunds

Once we receive and inspect an eligible return, we will confirm the refund arrangements.

Approved refunds will be issued to the original payment method, unless otherwise agreed or required by law.

Please allow additional time for your bank or payment provider to process the refund.

We reserve the right to make lawful deductions for any reduction in value caused by unnecessary handling of returned goods.

Refunds will not be issued solely because a customer ordered the wrong item, size, colour or personalisation where the product was supplied correctly and no legal right to a refund applies.