Our Returns Policy
LuluTox complies with the Australian Consumer Law (ACL). In addition to your statutory rights, we offer the following voluntary returns policy:
- Returns are accepted within 30 days of the delivery date.
- Products must be unopened, in original packaging, and in a re-saleable condition.
- Proof of purchase (order number or receipt) is required.
Reasons for Return
You may return your order if:
- You changed your mind (product must be unopened)
- The product arrived damaged or faulty
- The wrong product was sent
- The product does not match its description
Please note: For hygiene and food safety reasons, opened products cannot be returned unless they are faulty or not as described.
How to Initiate a Return
- Email us at [email protected] with your order number and reason for return.
- We will respond within 1–2 business days with return instructions.
- Ship the item back to the address provided. You are responsible for return postage costs unless the item is faulty or incorrectly sent.
- Once we receive and inspect the returned item, we will process your refund or exchange within 5 business days.
Refunds
Approved refunds will be issued to your original payment method. Please allow up to 5–10 business days for the refund to appear, depending on your bank or payment provider.
Shipping costs are non-refundable unless the return is due to our error (wrong item sent, damaged goods).
Exchanges
If you'd prefer an exchange over a refund, please let us know when you contact us and we'll do our best to accommodate your request, subject to product availability.
Your Australian Consumer Law Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact
To start a return or ask a question, please email [email protected].