Returns Policy

Want to return your item? Changed your mind? No problem!! We have a hassle free refund policy here at Luluna Ltd. Just call us on 0800 368 9335 or fill out the Enquiry Form on the Contact Us page.

What to do if I do if I’ve changed my mind and want to return my item?

Returning unwanted non faulty goods couldn’t be simpler! If you decide you are not happy with your purchase for any reason just give us a call on 0800 368 9335 or fill out the Returns Form on the Contact Us page and we will sort out the collection of your item. We appreciate that our customers are the life blood of our business.

A full refund will be processed for non-faulty items which are returned to us in same condition they were dispatched, with the original packaging, with the product unused and unmarked within 30 days of purchase, so you have a whole month to decide whether you want to keep it or not. Please note, flat packed products once assembled cannot be returned.

It is the customers responsibility to ensure that the product is returned in sufficient packaging to protect the product from transit damage. Unfortunately, due to the item not being faulty we ask that the buyer is responsible of the return postage costs, these are as follows:

Like we mentioned above, we will happily organise the collection of your items using our reliable carriers at a subsided cost of £19.95. Larger products over 30kg in weight will be at a subsided cost of £56.00. Please contact our helpful customer services team on 0800 368 9335 who will be happy to arrange the return of your item.

We just have to make you aware, so you know, that if you return your unwanted item to us via your own courier you will be liable for any damaged occurred in transit, plus it would probably work out more expensive anyway!

What do I do if I receive my item and its faulty?

No problem, if you receive an item that’s damaged then its probably our fault anyway and we’ll be having a word in the warehouse on your behalf. Just give us a call on 0800 368 9335 or fill out the Returns Form on the Contact Us page and we will sort out your return for replacement or refund, .

Any faulty goods must be reported to us within 7 days of delivery and returned to us with the original packaging (we advise you retain the original packaging until you are completely satisfied with your purchase), you will then be entitled to a full refund including any delivery cost organised by ourselves or a replacement if the goods are in fact deemed to be defective. In any case we  ‘the seller’ will be responsible for recovering the goods from the buyer. So as long as you’ve let us know, just sit back and let us solve the problem.

We ask that when you receive your delivery from the friendly courier that you check the box inside and out for any damage in front of the driver. If you do find any damage make sure you sign the drivers paperwork as ‘DAMAGED’. Keeps everyone happy that way.

What do I do if I want to cancel my order?

We want to make your shopping experience as simple as possible, if you decide you want to cancel your order prior to dispatch, just give us a call on 0800 368 9335 and we will cancel your order and issue a full refund. This will be issued within as soon as we can receive the return of your item. (usually 1 working day)

If your order has been dispatched, we will contact the courier to have the item returned to ourselves or in some instances we may not be able to contact the courier company before the driver knocks at your door. If this does happen and the driver appears with your item, just refuse the delivery and as soon as the item arrives back in our warehouse we will issue a full refund. (usually 1 working day)

Please be aware that if your order has been dispatched and you do wish to cancel you may incur a charge to have the item returned back to our warehouse. Please call our customer services on 0800 368 9335 for more details.

Here come the legals:

Your rights to return goods are protected under the EU Distance Trading Directive.

Goods received back incomplete or in a damaged or used condition will either be returned to you and the cost of delivery charged to you or you will be liable for the cost of remedying such damage.