Return & Refund Policy

Last updated: September 2, 2025

Our Approach to Returns

We aim to resolve issues quickly and fairly. Due to varying inventory and cross‑border logistics, a physical return pathway may not always be available or efficient. In such cases, after verification, we may offer a refund, partial refund, or replacement/reshipment without requiring a physical return. Nothing in this Policy limits any non‑waivable rights you may have under applicable consumer laws.

Resolution Priority

• Minor cosmetic issues: typically addressed with a partial refund after verification.
• Functional or quality issues: replacement/reshipment or full refund after verification.
• Serious logistics exceptions (e.g., lost or undelivered): replacement or refund after verification.

Resolution Options

• Refund without return (full or partial), where a physical return is not necessary or feasible after verification.
• Replacement or reshipment for items that arrive damaged, defective, or missing.
• Partial refund for minor cosmetic issues or delayed shipments where appropriate.
• Physical return with refund: in limited cases for unopened, unused items in original condition and only where a safe return path is available.

Return Window and Eligibility

• Returns can be requested within 7 days of delivery (based on carrier records).
• Items must be unused, in original packaging with all accessories and tags.
• Non‑returnable: discounted/sale items, customized or personalized items, items with hygiene concerns after unsealing, and items with damaged or missing packaging not caused by us.
• Unless the return is due to our error or a confirmed quality issue, the buyer is responsible for return shipping costs.

High‑Risk or Hygiene Items

For safety, hygiene, or resale‑value reasons, some items are not suitable for physical return once opened or used. After verification, we may offer a partial refund or a replacement/reshipment instead of return. Examples include (non‑exhaustive):

• Pet chew toys or accessories showing bite marks or wear after use.
• Opened consumables or items that cannot be safely resold once unsealed.
• Personal care, grooming, or sanitary products after unsealing.

Return Process (RMA)

1. Contact our support at lulu@lulueshop.com within 7 days of delivery to obtain an RMA number.
2. After assessment, we will confirm the most suitable resolution. In many cases, we may issue a refund or send a replacement without requiring a physical return.
3. If a physical return is required, we will provide specific instructions and, if applicable, the return address for your order. Please ship the item back using a trackable, insured service and share the tracking number.

Returns without prior RMA approval may not be accepted or processed.

Evidence and Verification

To help us resolve your case efficiently and prevent abuse, please provide clear photos or videos of the product condition, packaging, labels, and any damaged areas, as well as your order number and contact details.

Refunds

• Once a resolution is confirmed (refund without return) or, if applicable, after we receive and inspect any returned item, eligible refunds will be issued to the original payment method within 10 business days.
• Original shipping fees are non‑refundable unless the return is due to our error or a confirmed quality issue.
• If your order received shipping discounts that no longer apply after the return, we may deduct the corresponding shipping cost from the refund.
• If a refund to the original payment method fails (e.g., card expired), we will contact you to arrange an alternative method.

Lost, Missing, or Wrong Items

• If tracking shows no updates for 20 consecutive days or the package is deemed lost by the carrier, we can offer a replacement or a refund.
• For missing or incorrect items, contact us within 7 days of delivery with photos and, if possible, an unboxing video to expedite resolution.

Address Issues and Refused Deliveries

If an order is returned due to an incorrect address, failed delivery attempts, or refusal, re‑shipping and related costs will be the responsibility of the customer.

Your Legal Rights

We strive to provide fair and transparent resolutions. This Policy is intended to complement, not replace, any rights you may have under the laws that apply to you as a consumer.

Contact

Email: lulu@lulueshop.com