Refund policy

At Lulla, we strive to ensure that our customers are completely satisfied with their purchases. We understand that sometimes a product may not meet your expectations, and we want to make the return process as smooth and straightforward as possible.

1. Eligibility for Returns

You may return most items purchased from Lulla within 30 days of the original purchase date, provided that the following conditions are met:

  • Unopened Items: The product must be in its original, unopened packaging, with all seals intact. Any product that has been opened or tampered with in any way is not eligible for return.
  • Original Packaging: The product must be returned in the same condition as when it was received. This includes the original packaging, all tags, labels, and any accessories or documentation that was included.
  • Proof of Purchase: A valid proof of purchase, such as the original receipt or order confirmation email, must be provided at the time of the return. Without this, we may not be able to process your return.

2. Non-Returnable Items

Some items are not eligible for return, including but not limited to:

  • Perishable goods (e.g., food, flowers, etc.)
  • Downloadable software products
  • Personal care items (e.g., cosmetics, skincare products) once the packaging has been opened
  • Gift cards
  • Items marked as "Final Sale" or "Non-Returnable" at the time of purchase

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Customer Service: Reach out to our Customer Service team by email to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number may not be accepted.
  2. Prepare Your Return: Carefully pack the item(s) in the original packaging. Ensure that all included materials (e.g., manuals, accessories) are returned, and the product is securely packed to avoid damage during transit.
  3. Ship the Item: Return the item using the carrier of your choice. We recommend using a trackable shipping service or purchasing shipping insurance. Lulla is not responsible for items lost or damaged in transit.

4. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7 business days.

  • Original Shipping Costs: Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to an error on our part (e.g., incorrect or defective item).

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately. We will work with you to arrange for a return or exchange at no additional cost to you.

6. Additional Information

  • International Returns: Customers outside of Iceland are responsible for return shipping costs, duties, and taxes. Please contact our Customer Service team for more information.
  • Gifts: If the item was marked as a gift at the time of purchase and shipped directly to you, you’ll receive a gift credit for the value of your return.

For any further questions or concerns regarding our return policy, please contact our Customer Service team at lulla@lulla.is

Thank you for shopping with Lulla.

 

kt 620824-0970