Refund policy

Returns & Refunds

If it's not right for you, we'll make it right. That's the whole policy — everything below is simply how it works.

Our 30-day satisfaction guarantee

If you're not happy with your purchase, let us know within 30 days of it arriving and we'll refund you in full — even if you've opened it and used it. Because our products are intimate by nature, we won't ask you to send anything back.

Refunds are issued to your original payment method. This guarantee goes further than the law requires, and the legal rights set out below always remain yours too.

If your item is faulty or arrives damaged

We hold our products to a high standard, but if something isn't right, we'll put it right quickly. Email us at connect@o-lemon.com with your order number and a photo of the issue, and we'll send a replacement straight away, at no cost to you. If you'd prefer a refund instead, you're entitled to one and we'll arrange it.

If your order doesn't arrive

If your order is lost on its way to you, we'll resend it straight away at no cost. If you'd rather have a refund, just let us know.

Your legal right to cancel

Separately from our satisfaction guarantee, UK law gives you a 14-day cooling-off period: you may cancel your order for any reason within 14 days of the day you receive it.

To cancel, email us at connect@o-lemon.com with a clear statement that you wish to cancel — you may request a model cancellation form if you prefer. We'll refund you in full, including standard delivery, within 14 days.

How refunds work

To start any of the above, email connect@o-lemon.com with your order number. We reply within 1 working day.

Refunds are issued to your original payment method and typically appear within 5–10 working days, depending on your card issuer.

A few conditions

Gift cards and items marked as final sale aren't covered by the satisfaction guarantee. Your statutory rights in respect of faulty goods always apply, regardless.

This guarantee is offered in good faith. We may decline or limit repeated requests where there are clear signs of misuse.

Contact

Email: connect@o-lemon.com
Messages: +972 33751165 — leave a message and we'll reply by email within 1 working day.

We currently ship within the United Kingdom.