Refund Policy
Returns & Refund Policy
We want every purchase to bring joy to your family. If something isn't quite right, we're here to make it easy.
Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel any online order within 14 calendar days from the day you receive your goods — no reason required.
To exercise your right to cancel, you must inform us within this period. Once you have notified us, you have a further 14 days to return the goods to us.
Important: To cancel an order, please email us at support@lullababys.com with your order number and a clear statement of your intent to cancel. You may also use our returns form if available in your account.
Standard Returns Window
Beyond the statutory 14-day cancellation period, Lulla Babys offers a 30-day return window from the date of delivery for most items, provided they are returned in their original, unused condition with all original packaging and tags intact.
| Condition | Accepted? | Notes |
|---|---|---|
| Unused, original packaging | Yes | Full refund or exchange |
| Opened but unused | Yes | Refund may exclude original postage |
| Used or washed items | No | Unless faulty (see Section 4) |
| Personalised / custom items | No | Unless faulty or not as described |
| Sealed hygiene products (opened) | No | For health & safety reasons |
| Gift sets & bundles | Yes | All items must be returned together |
How to Return an Item
Returning an item is straightforward. Please follow the steps below to ensure a smooth process:
Email support@lullababys.com with your order number and the reason for your return. Our team will respond within 2 working days.
We will send you a Return Merchandise Authorisation (RMA) number and return instructions. Do not send items back without this number.
Securely repackage the item in its original packaging where possible. Clearly mark the RMA number on the outside of the parcel. You are responsible for return postage costs unless the item is faulty or incorrect.
Once we receive and inspect your return, we will process your refund or dispatch your exchange item within 14 working days.
Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, all products must be of satisfactory quality, fit for purpose, and as described. If your item arrives faulty, damaged, or is not what you ordered, you are entitled to one of the following remedies:
- Short-term right to reject (within 30 days): You may return the item for a full refund, including all original postage costs.
- Right to repair or replacement (30 days – 6 months): We will offer to repair or replace the item. If this is not possible or unsuccessful, a full refund will be issued.
- Right to a price reduction or final right to reject (after 6 months): If the fault was present at time of purchase, you may be entitled to a partial or full refund, taking into account any use you have had from the goods.
Please contact us at support@lullababys.com and include photographs of the fault or damage. We will arrange a prepaid return label at no cost to you.
Refunds
Once your return has been received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 14 calendar days.
- Refunds are made to the original payment method used at checkout.
- Original delivery charges are refunded in full if the return is due to our error or a faulty item.
- For change-of-mind returns, original delivery charges may not be refunded.
- We do not charge restocking fees.
- Bank processing times may vary; please allow up to 5 additional business days for the refund to appear on your statement.
If you paid using a gift card or store credit, the refund will be returned to the same gift card or as store credit to your account.
Exchanges
We are happy to offer exchanges for a different size or colour where stock is available. To request an exchange, please contact us at support@lullababys.com within your return window.
Exchanges are subject to availability. If the desired item is not in stock, a full refund will be offered. Standard return postage costs apply for exchanges unless the original item was faulty.
Sale & Promotional Items
Items purchased in a sale or promotional event are subject to the same return and refund rights as full-price items. Your statutory rights are not affected by any promotional terms.
Discount codes and promotional savings applied at checkout will be proportionally deducted from any refund for partial returns from the same order.
Gifts & Third-Party Purchases
If you received a Lulla Babys product as a gift, you may return it within our standard 30-day window, subject to the conditions above. Please note that refunds will be issued to the original purchaser's payment method. If you would prefer an exchange or store credit, please let us know when you contact us.
Governing Law & Statutory Rights
This policy is governed by the laws of England and Wales. Nothing in this policy affects your statutory rights under:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Consumer Protection from Unfair Trading Regulations 2008
If you have a dispute that cannot be resolved directly with us, you may refer the matter to an Alternative Dispute Resolution (ADR) scheme or seek advice from Citizens Advice (citizensadvice.org.uk) or the Competition and Markets Authority.
Need help with a return?
Our support team is available Monday to Friday, 9am – 5pm (GMT). We aim to respond to all enquiries within 2 working days.