Returns Policy

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

No problem, if you receive an item that’s damaged then it’s probably our fault anyway and we’ll be having a word in the warehouse on your behalf. Just send an email to info@luluna.co.uk or fill out the Returns Form on the Contact Us page and we will sort out your return for replacement or refund.

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.

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. So as long as you’ve let us know, just sit back and let us solve the problem.

Please note our estimated dispatch timeframes will vary depending on which factory they are manufactured in:

• Smaller replacement parts will be shipped directly from the factory. The expected delivery timescale is 7-10 working days.
• Larger and more technical replacement parts shipped directly from the factory have an anticipated dispatch time of up to 30 days.

 

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 send us an email to info@luluna.co.uk 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 1-3 working days)

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 send an email to our team at info@luluna.co.uk 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.