Customer Satisfaction Commitment

At Lulu Linens, we are committed to ensuring complete customer satisfaction with every purchase. If you are not entirely satisfied with your order for any reason, please contact us immediately. We work diligently to address all customer concerns and resolve any issues with products purchased from our suppliers.

Return Process and Timeline

You may return all or part of your order within 30 days of receipt. Upon receiving your returned product, we will process a full refund within 5 business days using your original payment method. Please note that customers are responsible for return shipping costs, which are not refundable.

The return process follows these essential steps. First, send an email to our customer service team indicating your intention to return your order or specific items. Next, contact our customer service representatives to confirm return eligibility and receive your specific return address, which may differ from our standard shipping address. If we approve your return within the acceptable timeframe, carefully pack the returned product in its original packaging to ensure safe transport. Ship the package to the return address provided by our customer service team. Send your tracking number to our customer service team for processing purposes. Finally, once we receive and inspect your package within 3 business days of arrival, we will issue your refund using your original payment method.

Return Restrictions

Certain products cannot be returned under our standard return policy. Pre-ordered products are not eligible for return once they have been delivered. Additionally, products that show signs of excessive wear, damage from misuse, or hygiene concerns cannot be accepted for return.

Damaged or Defective Products

If your product arrives damaged or defective due to transportation issues or manufacturing defects, you must contact us within 30 days of receiving the item. We require photographic evidence of damaged products to process claims effectively. When taking photos, place the item on a flat surface where both the product label and the defect are clearly visible. This documentation helps us assess the issue and determine the appropriate resolution.

For defective items, we always send a replacement product free of charge on the first occurrence. If you receive a second defective item of the same product, we will issue a full refund instead of sending another replacement. This policy ensures that customers receive quality products while acknowledging that occasional manufacturing issues may occur.

Mandatory Contact Requirement

All returns must be pre-approved through our customer service team. You cannot return products without first contacting us, as return addresses may vary depending on your location and the specific product being returned. This requirement ensures proper processing and prevents packages from being sent to incorrect locations.

Customer Service Access

Our customer service team operates seven days a week and strives to respond to all inquiries as quickly as possible. You can reach us via email for any questions regarding returns, damaged products, order issues, or general inquiries. We are committed to providing prompt, helpful responses to ensure your complete satisfaction.

Damaged Product Claims

When you receive a damaged product, immediately photograph the item showing the poor quality or damaged areas. Position the item on a flat surface where the product label and defects are easily visible in the photograph. Contact us within 30 days of receiving the damaged product to initiate a claim. After this 30-day period, we cannot process damage claims or provide replacements.

Charge Disputes

If you initiate a payment dispute or chargeback for any product, all associated returns and warranty claims become void immediately. We strongly encourage customers to contact our customer service team first when issues arise, as we are committed to resolving problems promptly and fairly. Direct communication often provides faster resolution than formal dispute processes while maintaining your eligibility for returns and warranty coverage.

Quality Assurance

We maintain strict quality control standards with our suppliers and continuously monitor product quality to minimize defects and damage. When issues do occur, our comprehensive return and replacement policies ensure that customers receive the quality products they expect. We value customer feedback as it helps us improve our products and services continuously.