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.

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’ and REFUSE delivery. Keeps everyone happy that way.

Any faulty goods where packaging is damage must be refused on delivery and returned to us with the original packaging, 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.

Upon arrival you must examine your order for transportation damages. Damaged packaging may indicate that the product is also damaged. In this case, please refuse the order and contact info@luluna.co.uk within 4 days, remember to provide your order number and, if possible, photos showing the damage. We will immediately start working on your case and keep you informed.

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 15-30 working days.
• Larger and more technical replacement parts shipped directly from the factory have an anticipated dispatch time  30-60 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 we can’t cancel it.

 

Changed your mind? (Not Damage)

As long as the item is not been open and it is in the exact same way as it was delivery to you, we will accept the return but THE CUSTOMER WILL NEED TO PAY FOR THE RETURN OF THE ITEM TO US.

 

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.