Refund policy

At Lula and Me, we want you to love your purchase. If something isn't quite right, we're here to help. This policy sets out when and how you can return an item, and works alongside your rights under the Australian Consumer Law (ACL).

Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded — including that they will be of acceptable quality, fit for purpose, and match their description.

If a product is faulty, significantly different from what was described, or doesn't do what we said it would, you are entitled to a refund, replacement or repair. For a major failure, you can choose between a refund, exchange or repair. For a minor failure, we may choose to repair the item within a reasonable time before offering a refund or replacement.

Change-of-mind returns

We accept change-of-mind returns within 30 days of delivery, provided the item is:

  • Unused and in its original condition
  • In its original packaging with all tags and seals intact
  • Accompanied by proof of purchase (order number or receipt)

To start a change-of-mind return, please email us at info@lulaandme.com within 30 days of receiving your order. We'll send you return instructions.

Please note:

  • You are responsible for the cost of return shipping for change-of-mind returns.
  • We strongly recommend using a tracked shipping service — we cannot process a refund for items that don't reach us.
  • Once your return is received and inspected, we'll process your refund to the original payment method within 5–10 business days. Your bank or card provider may take a few extra days to display the funds.
  • The original shipping cost is non-refundable for change-of-mind returns.

Items we can't accept for change-of-mind returns

For health and hygiene reasons, the following items cannot be returned unless they are faulty:

  • Eye masks (including the Lupin Eye Mask) once the packaging has been opened
  • Heat packs, neck and shoulder wraps, hand warmers, and any other body-contact items that have been used or had their packaging opened
  • Items marked as final sale or clearance
  • Gift cards

If you receive one of these items and it arrives faulty or damaged, please contact us straight away — your ACL rights still apply.

Faulty or damaged items

If your order arrives damaged, faulty, or incorrect, please contact us at info@lulaandme.com within 7 days of delivery. Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and the packaging

We will assess your claim and, where applicable, arrange a replacement, repair or refund — including return shipping at our cost. We may need to inspect the item before processing.

How to start a return

  1. Email info@lulaandme.com with your order number and reason for return.
  2. Wait for our reply with return instructions and the return address.
  3. Pack the item securely and ship it back using a tracked service.
  4. Once received and inspected, we'll process your refund or replacement.

Refund processing times

  • Refunds are issued to your original payment method.
  • Processing on our end takes 5–10 business days from when we receive the return.
  • Your bank or card provider may take an additional 3–5 business days to display the funds.

Contact

For any questions about returns or refunds, get in touch: