Refund policy

Your right to cancel online sales.

  1. For online sales you may cancel your contract with us any time up to the end of the seventh working day after you receive the goods from us, that is, from the date of proof of delivery from the courier to you. The time periods involved in cancelling are different to those involved in exchanging your purchase. We require written confirmation by post or email that you wish to cancel your purchase within this time period, but you do not need to state a reason and do not have to pay any penalty.
  2. We then require the item(s) purchased to be returned to Oranges and Lemons Ltd. within ten working days after you receive the goods from us, that is, from the date of proof of delivery from the courier to you. You must take reasonable care of the product while in your possession. The product may be opened to inspect, but not damaged in any way. The packaging must be in a reasonable re-saleable condition when received at Oranges and Lemons Ltd. As the customer you are liable for any postage charges incurred in returning items and we strongly recommend that the delivery is insured against loss or damage as we cannot offer a full refund unless the product arrives and is in undamaged condition. For further details see the Office of Fair Trading
  3. Exceptions to your right to cancel:

    1. Audio Recordings - to be returned or exchanged the recording must be returned in an unopened/sealed condition.
    2. Headphones - to be returned or exchanged headphones must be returned in an unworn/unopened condition for hygiene reasons.
    3. Cartridges and Styli - to be returned or exchanged any cartridge or styli must be returned in an unused condition due to the nature of the product.
  4. We will issue refunds for cancelled purchases on receipt and inspection of the item at Oranges and Lemons Ltd. Any refund will be made within 30 days of receipt and must be made to the card that has been used for the initial purchase. Refunds will only be made provided that the goods are returned by you to Oranges and Lemons Ltd. and are received at Oranges and Lemons Ltd. in a reasonable condition as outlined above.

Your right to exchange online sales.

  1. We offer a period where you can exchange your purchase. The time periods involved are different to those for cancelling a purchase as outlined in section 6. We require written confirmation by post or email that you wish to exchange your purchase within ten days (N.B. not ten working days) of receipt of the delivery.
  2. We then require the item(s) purchased to be returned to Oranges and Lemons Ltd. within fourteen days (N.B. not fourteen working days), that is, from the date of proof of delivery from the courier to you. You must take reasonable care of the product while in your possession. The product may be opened to inspect, but not damaged in any way. The packaging must be in a reasonable re-saleable condition when received at Oranges and Lemons Ltd. The customer is liable for any postage charges incurred in returning items and we strongly recommend that the delivery is insured against loss or damage as we cannot offer a full exchange unless the product arrives and is in undamaged condition. For more information please see BADA.
  3. Exceptions to your right to exchange:

    1. Audio Recordings - to be returned or exchanged the recording must be returned in an unopened/sealed condition.
    2. Headphones - to be returned or exchanged headphones must be returned in an unworn/unopened condition for hygiene reasons.
    3. Cartridges and Styli - to be returned or exchanged any cartridge or styli must be returned in an unused condition due to the nature of the product.

9. Cancellation of an order by us

  1. We reserve the right to cancel your order if we have insufficient stock to fulfil the order, if stock is not available or at Oranges and Lemons Ltd. discretion. If an item becomes unavailable after your purchase we will do our best to fulfil the order or suggest an alternative. However if your order is cancelled by us, you will be notified in writing as soon as possible on the email address you supplied and any payment you have made will be refunded as soon as possible and within 30 days of notification of cancellation.

10. Warranty

  1. If an item is faulty from new and you report a fault within seven working days from the date of proof of delivery from the courier to you. We require the item purchased to be returned to Oranges and Lemons Ltd. for inspection and we ask that you then return the item to us within fourteen working days from the date of proof of delivery from the courier to you. If we can confirm the fault we will contact you to arrange delivery of a replacement item or a refund.
  2. If an item develops a fault and you report the fault after seven working days from the date of proof of delivery from the courier to you, the item may be covered by warranty. If in warranty the item will be repaired if possible, or otherwise replaced. Please report any fault as soon as possible to avoid missing out on any warranty period. We then require the item purchased to be returned to Oranges and Lemons Ltd. for inspection. The date of the warranty claim will be the date that the item is received at Oranges and Lemons Ltd for inspection.
  3. All new items are provided with the Full manufacturer’s warranty, which will vary in length and cover. During any warranty period different terms may apply for different manufacturers, some will offer replacements, some will cover repair labour, some will cover repair parts, and some will cover both repair parts and labour. Oranges and Lemons Ltd. offer a minimum 2 year warranty unless otherwise stated; some manufacturers may offer a longer warranty than the standard Oranges and Lemons Ltd. warranty. Some manufacturer’s products will be eligible for warranty extensions with product registration – which is the responsibility of the customer. Vision products will carry a 1 year warranty.
  4. The customer is responsible for returning the item to Oranges and Lemons Ltd. within warranty, and for any charges not covered by the warranty. Oranges and Lemons Ltd. may make a reasonable charge for any courier charges incurred in returning the item to the manufacturer and/or back to the customer. You may take warranty repairs to any BADA dealer to organise a repair under the manufacturer’s warranty, but you would then be subject to that retailers charges and repair policy.
  5. All Ex-Demonstration and Used items will have a 3 month warranty unless otherwise stated. The customer is responsible for returning the item to Oranges and Lemons Ltd., and for any charges not covered by the warranty. Oranges and Lemons Ltd. may make a reasonable charge for any courier charges incurred in returning the item to the manufacturer or back to the customer.
  6. Not all items are possible to repair. Items out of warranty may be able to be serviced by Oranges and Lemons Ltd. as authorised repair agents, or otherwise returned to the manufacturer for repair via Oranges and Lemons Ltd. Out of warranty repairs are chargeable on an agreed basis. Please call us for details of our repair procedure, alternatively a customer may choose to take out of warranty repairs to another company to facilitate the repair. Oranges and Lemons Ltd. reserves the right to refuse to repair or arrange the repair of an out of warranty item.