Refund and Returns Policy

Last updated: September 2026

We hope you love your LulaBand. If you change your mind, we want the returns process to be simple and straightforward.

This Returns & Refunds Policy applies to products purchased directly from LulaBand UK Ltd through the official LulaBand website.

Our 20-day returns policy is offered in addition to any mandatory consumer rights that apply in the country or region where you live.

Nothing in this policy is intended to exclude, restrict or reduce any legal rights that cannot lawfully be excluded.

To start a return, please use our Returns section.

1. Our 20-Day Returns Policy

LulaBand offers customers a 20-day change-of-mind returns period.

You may request a return within 20 calendar days of receiving your order.

To qualify for a change-of-mind return, your LulaBand must be:

• unused and unworn;
• undamaged;
• unaltered;
• clean and free from marks, scratches, stains or other signs of use; and
• returned with its original packaging and any accessories or materials supplied with it, where reasonably possible.

You may inspect the product after receiving it to decide whether it is suitable for you.

However, if a product has been worn, used, damaged, altered or handled beyond what would reasonably be necessary to inspect it, your refund may be reduced or refused where permitted by applicable law.

For returns made under LulaBand's voluntary 20-day returns policy, we reserve the right to refuse a refund if the product has been damaged, materially altered or returned in a condition that means it cannot reasonably be resold.

This does not affect your rights where a product was faulty, damaged or otherwise non-conforming when supplied to you.

2. How to Make a Return

All returns must be started through the Returns section linked from this policy page.

You will be asked to provide your order details and select the reason for your return.

Once your return has been registered and accepted, LulaBand will provide a prepaid return shipping label together with instructions for returning your parcel.

Please do not send products back to us without first registering the return through our Returns section, as this may delay processing.

Once your return has been authorised, please send the item back within the timeframe shown in the Returns section.

Where local law gives you a longer period in which to send goods back, that statutory period will apply.

3. Return Shipping Costs

For standard change-of-mind returns, the customer is responsible for the cost of returning the product, except where applicable law requires otherwise.

For convenience, LulaBand will provide a prepaid return shipping label through our Returns section.

The cost of the return label will be clearly displayed during the returns process and will be deducted from your refund.

You therefore do not need to pay separately when posting the return.

LulaBand does not make a profit from return postage charges.

Where a product is:

• faulty;
• defective;
• damaged when supplied;
• not as described; or
• incorrectly supplied,

LulaBand will cover reasonable return shipping costs where required by applicable consumer law.

4. Refunds

Once we receive your returned product, it will be inspected.

If your return is approved, your refund will normally be issued to the original payment method used to place the order.

For standard change-of-mind returns, the cost of the prepaid return label will be deducted from your refund where permitted by law.

Refunds will be processed within the period required by applicable law.

Your bank, card issuer or payment provider may require additional time to make the funds available after we have issued the refund.

5. Original Delivery Charges

For returns made solely under LulaBand's voluntary 20-day returns policy, original delivery charges are normally non-refundable, unless otherwise stated or required by law.

However, certain countries or regions require retailers to refund standard outbound delivery charges when a customer exercises a statutory cancellation or withdrawal right.

Where such a legal right applies, LulaBand will refund any delivery charges that we are legally required to refund.

If you selected an expedited, express, premium or other enhanced delivery service, any refund of delivery charges may be limited to the cost of the least expensive standard delivery option, where permitted by law.

6. Damaged, Worn or Used Returns

Change-of-mind returns must be returned in an appropriate condition.

Under our voluntary returns policy, LulaBand may reduce or refuse a refund if the product has:

• been worn for ordinary use rather than simply inspected;
• been damaged after delivery;
• been scratched;
• been cut or torn;
• been stained or excessively soiled;
• been altered or modified;
• been deliberately damaged;
• been damaged through misuse or neglect;
• been improperly cleaned;
• been damaged through an attempted repair; or
• otherwise lost value because of excessive handling or use.

Where applicable law gives you a statutory cancellation or withdrawal right, we will only make deductions for diminished value to the extent permitted by that law.

This section does not affect your rights where the product was already faulty, defective, damaged or otherwise non-conforming when it was supplied.

7. Faulty or Defective Products

Your legal rights relating to faulty or defective goods are separate from LulaBand's 20-day change-of-mind policy.

A product may be considered faulty or non-conforming where, depending on applicable law, it is:

• defective;
• not of satisfactory or acceptable quality;
• unsafe;
• not fit for its intended purpose;
• materially different from its description; or
• otherwise not compliant with the consumer protections applicable to your purchase.

Consumer rights and remedies for faulty products vary between countries.

Depending on where you live, these rights may include:

• a refund;
• repair;
• replacement;
• price reduction;
• reimbursement of reasonable return shipping; or
• another remedy required by applicable law.

Where mandatory consumer law gives you a particular remedy or time period, those rights take priority over this policy.

8. Customer-Caused or Accidental Damage

LulaBand is not responsible for damage caused after delivery by misuse, accidents, neglect or inappropriate handling.

Examples may include:

• cutting or tearing the band;
• excessive pulling or stretching;
• damage caused by pets or animals;
• exposure to unsuitable chemicals or substances;
• improper cleaning;
• accidental damage;
• deliberate damage;
• unauthorised alterations or modifications;
• damage caused by attempted repairs; or
• use contrary to product care or safety instructions.

Damage caused by the customer does not automatically constitute a product defect.

However, if the apparent damage may have resulted from an underlying manufacturing or material defect, we will consider the circumstances and your applicable consumer rights.

9. Products Damaged on Arrival

If your order arrives damaged, please submit a request through our Returns section as soon as reasonably possible.

We may ask you to provide photographs showing:

• the product;
• the damage;
• the product packaging; and
• the shipping packaging.

These photographs help us establish what happened and resolve the issue more efficiently.

Where a product was damaged before or during delivery, reasonable return shipping will be covered by LulaBand where required.

10. Incorrect Orders

If we send you the incorrect:

• product;
• size;
• colour;
• quantity; or
• order,

please report this through our Returns section.

LulaBand will cover reasonable return shipping costs for products incorrectly supplied by us.

We will arrange an appropriate replacement or refund in accordance with your applicable rights.

11. Promotional and Discounted Products

Products purchased using:

• a promotional code;
• an influencer or referral code;
• a sale price;
• a launch offer; or
• another discount

may still be returned in accordance with this policy.

Your refund will be calculated based on the amount actually paid for the returned product, rather than its normal retail price.

A discount does not reduce any mandatory consumer rights that apply to the product.

12. Bundle Purchases

Where multiple LulaBands are purchased together as part of a discounted bundle, the discount is based on the products being purchased together.

If the entire bundle is returned, your refund will normally be based on the total amount actually paid for the bundle, less any permitted return shipping deduction.

If only part of a discounted bundle is returned, we may recalculate the price of the products you keep based on the pricing or promotion that would have applied had those products been purchased separately.

The resulting difference will be used to calculate the amount refunded to you.

Any such adjustment will be shown or explained during the returns process.

Mandatory consumer rights remain unaffected.

13. Gifts

Where a LulaBand was purchased as a gift, any monetary refund will normally be returned to the original payment method used by the purchaser.

We cannot normally refund the purchase price to a different card, bank account or individual.

14. Exchanges

We do not currently offer direct exchanges.

If you would like a different:

• colour;
• size; or
• product,

please return the eligible item through our Returns section and place a new order.

This allows the new order to be processed without waiting for your existing return to reach us.

15. Orders Returned to Sender or Not Collected

If an order is returned to LulaBand because:

• delivery was refused;
• the parcel was not collected;
• an incorrect or incomplete delivery address was provided;
• the customer was unavailable to accept delivery; or
• delivery could not be completed for reasons outside LulaBand's control,

we will inspect the parcel once it is returned.

Where appropriate, we may issue a refund.

Reasonable shipping, return or carrier charges may be deducted where legally permitted and where the failed delivery was not caused by LulaBand or the delivery provider.

If you ask us to dispatch the order again, additional delivery charges may apply.

Mandatory consumer rights remain unaffected.

16. Lost Return Parcels

Please retain your proof of postage until your refund has been completed.

Where you use a LulaBand prepaid return label, proof of postage will assist us in investigating a missing return with the relevant delivery provider.

If you use an alternative return method without our agreement, you are responsible for ensuring the parcel reaches us safely, except where applicable law provides otherwise.

We recommend using a tracked delivery service.

17. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to stop the order before shipment.

However, we cannot guarantee that an order can be cancelled once it has entered our fulfilment or dispatch process.

If your order has already been dispatched, you can request a return through our Returns section once you receive it.

Any statutory cancellation rights available in your country remain unaffected.

18. Proof of Purchase

We may request reasonable evidence that a product was purchased directly from LulaBand before processing a return, refund, repair or replacement.

This could include:

• your order number;
• confirmation email;
• receipt;
• payment confirmation; or
• another reasonable form of purchase evidence.

19. International Consumer Rights

LulaBand sells to customers in different countries and regions, and consumer protection laws are not identical worldwide.

Our 20-day returns policy is LulaBand's global voluntary returns policy.

It does not replace any mandatory rights available to you under the laws applicable to your purchase.

Depending on your location, you may have additional rights relating to:

• cancelling an online purchase;
• returning goods;
• refunds;
• delivery charges;
• defective or non-conforming products;
• repairs;
• replacements;
• warranties or legal guarantees; and
• the period during which you may make a claim.

Where applicable consumer law provides you with rights that are more favourable than this policy, those mandatory legal rights will apply.

Nothing in these terms is intended to exclude, limit or waive any right or remedy that cannot legally be excluded, limited or waived.

20. Returns From Different Countries

The return process, carrier and return-label price may vary depending on the country from which your order is being returned.

The applicable return shipping charge will be displayed through our Returns section before you complete your change-of-mind return request.

Where the customer is responsible for return shipping, this amount will be deducted from the refund.

Where applicable law requires LulaBand to bear the return cost, no return-label charge will be deducted.

21. Contact Us

For questions regarding returns, refunds, damaged items or faulty products, please contact:

Email: hello@lulaband.com

For the quickest way to request a return, please use the Returns section linked from this policy page.