Refund policy

RETURNS AND REFUND POLICY

Last updated: 29 August 2026

This policy applies to purchases made directly through Lullor Limited at lullor.com.

CONTACTING US

To request a return, cancellation or report an issue with an order, contact us at help@lullor.com. Please include your order number and the reason for contacting us.

Do not return an item without contacting us first. Returns sent without approval or to an unauthorised address may not be accepted.

CHANGE-OF-MIND RETURNS

You may notify us that you wish to cancel your order within 14 days of receiving it. You then have a further 14 days to send the eligible product back after notifying us.

To qualify for a full change-of-mind refund, the product should be:

  • In its original condition

  • Unused, unwashed and free from marks, stains, odours, hair or damage

  • Returned with its original packaging, accessories and labels

  • Securely packaged for return

You may inspect the product as you reasonably would in a physical shop. If the product has been handled beyond what is necessary to establish its nature, characteristics and function, we may reduce the refund to reflect any resulting loss in value, where permitted by law.

HYGIENE-SEALED PRODUCTS

Certain products may be supplied with a hygiene seal. Where a sealed product is not suitable for return for health protection or hygiene reasons, the right to cancel may no longer apply once that hygiene seal has been removed or broken.

Opening ordinary delivery packaging does not automatically remove your statutory rights.

RETURN SHIPPING

For change-of-mind returns, the customer is responsible for arranging and paying for return shipping to our UK returns facility.

International return shipping can be expensive. Depending on the customer’s location, parcel size and courier, the estimated return cost may be approximately USD $77 or more. This is an estimate rather than a fixed fee, and the actual amount is determined by the chosen courier.

We recommend using a tracked and insured delivery service. The customer remains responsible for the returned product until it is received by us.

We do not accept liability for change-of-mind returns that are lost or damaged during return transit.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

If your product arrives faulty, damaged, incorrect or materially different from its description, contact help@lullor.com as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or video showing the product, packaging and problem

Do not dispose of the product or packaging unless we instruct you to do so.

Where the product is confirmed as faulty, damaged, incorrect or misdescribed, Lullor Limited will provide an appropriate remedy in accordance with applicable consumer law. This may include a replacement, repair, partial refund or full refund.

We will cover reasonable return costs for products confirmed as faulty, damaged, incorrect or misdescribed. You will not be charged the estimated $77 international return cost in these circumstances.

CANCELLATIONS BEFORE DISPATCH

You may request an order cancellation before it has been dispatched by contacting help@lullor.com.

We will make reasonable efforts to stop the order. However, cancellation before dispatch cannot be guaranteed if processing or fulfilment has already begun.

If the order has already been dispatched, you may need to receive it and follow the returns process above. Dispatch does not remove any cancellation rights provided by applicable consumer law.

ORDER CHANGES

Contact us immediately if you need to change your delivery address, colour, size or other order details. We cannot guarantee changes once an order has entered processing or fulfilment.

REFUNDS

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We will process the refund within 14 days of receiving the returned product, or earlier where required by law.

Banks and payment providers may require additional time to display the refund in your account.

For eligible change-of-mind cancellations, we will refund the price paid for the returned product and the cost of our least expensive standard delivery option, where required by law. Additional amounts paid for express or premium delivery are not refundable beyond the standard delivery amount.

The customer’s return shipping cost is not refundable for a change-of-mind return.

NON-RETURNABLE ITEMS

Subject to applicable consumer law, we cannot accept change-of-mind returns for:

  • Products that have been washed, slept in, used, stained, marked or damaged

  • Products contaminated with hair, odours, cosmetic products or other substances

  • Products missing parts, accessories or original components

  • Personalised or custom-made products

  • Gift cards

  • Hygiene-sealed products after the qualifying hygiene seal has been broken, where the legal hygiene exception applies

  • Products that have been inseparably mixed with other items

This does not limit your rights if a product is faulty, damaged, incorrect or misdescribed.

SALE ITEMS

Sale and discounted products have the same statutory rights as full-price products. Any additional voluntary return offer may be subject to the conditions displayed at the time of purchase.

EXCHANGES

We do not guarantee direct exchanges. The quickest option may be to return the eligible product and place a new order.

If you request an exchange, any price difference and additional delivery cost may be payable.

REFUSED AND UNDELIVERABLE ORDERS

If an order is returned because the customer provided an incorrect or incomplete address, refused delivery, failed to collect the parcel or did not respond to the courier, reasonable shipping and return costs may be deducted from the refund where legally permitted.

STATUTORY RIGHTS

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded, including rights under applicable consumer protection law.

Contact: help@lullor.com
Business: Lullor Limited