Refund policy

Returns, Refunds & Exchanges

We want you to feel confident shopping with hey Lulu™.

If your item arrives damaged, is faulty, incorrect, unsafe, or otherwise does not meet your rights under Australian Consumer Law, please contact us at hello@hey-lulu.com with your order number and photos, and we’ll work with you to make it right.

Because our skincare products are personal care items, we are unable to offer returns, refunds or exchanges for change of mind on products that have been opened, used or tested.

We may ask for the item to be returned for assessment before processing a repair, replacement or refund.

If a return is approved for one item purchased as part of a discounted bundle or set, any refund will be calculated based on the discounted bundle price, not the full standalone retail price of that item.

We do not offer refunds for change of mind on sale items or gift cards.

Returns must not be sent back without contacting us first.

Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.

Return Shipping

Customers are responsible for return shipping costs for approved returns, unless the return relates to a faulty, damaged or incorrect item. If the return relates to a faulty, damaged or incorrect item, we’ll let you know the next steps after reviewing your request. We recommend using tracked postage and keeping proof of lodgement, as we cannot process returns that are not received by us.

Refunds

Once your return is received and inspected, we’ll let you know whether your refund has been approved. Approved refunds are processed back to your original payment method. Please allow up to 10 business days for processing, plus any additional time required by your bank or payment provider.

For any return or refund questions, please contact us at hello@hey-lulu.com.