Returns and Refund Policy

General

You may exchange most of our products in their new, unopened condition within 14 days of delivery for a different item, voucher or refund. Please see below for further information on how to return an item.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Returns can be submitted by contacting us.

Non-returnable goods

Non-returnable items:

• • Gift cards

• • Downloadable products
  • Books

• • Some health and personal care items unsealed including (but not limited to) breast pumps and parts, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;

• • Dummies / Pacifiers / Soothers

• • BIBS products

• • Perishables

• • Sale to clear items

• • Personalised or custom made items

There are certain situations where only partial refunds/credits may be granted:

• • Sale items

• • Book with obvious signs of use

• • Any item which product packaging is missing or damaged

• • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

• • Any item that is returned more than 30 days after delivery

Returns within 14 days

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return most of our products in their new, unopened condition within 14 days of delivery for a credit or refund. Returns will incur a return shipping fee of R99. Please see below for information on how to return an item, how to package the return and how we process your credit or refund.

Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days (the sooner the better).

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website (please note slight colour variations are not applicable), or is missing any parts:

• • Please do not remove the product from its original packaging or any of the stickers or labels.

• • Notify us immediately and we will collect the product from you at no charge.

We will at your choosing:

• • deliver the correct item to you as soon as possible (if available); or

• • send you a voucher for the purchase price of the product; or

• • issue a refund (using the same method of payment you originally used for the purchase if possible).
  • refunds will incur an admin fee depending on the payment gateway used for the purchase.
    
    • • Please note that a refund is not available if the item was received as a gift.

Goods arrived damaged

If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better).

We will require the following information to assess where in the delivery process the damage may have occurred:

• • photograph of the outer box (including whether it has a Fragile sticker or not);

• • photograph of the inside of the box, including the inner packaging; and

• • photograph of the damaged item.

If necessary we will arrange a collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

• • replace the product (if available); or

• • issue a refund voucher for the purchase price of the product or

• • issue a refund (using the same method of payment you originally used for the purchase).
    • • Please note that a refund is not available if the item was received as a gift.

Missing items from your order

Please make sure you inspect and unwrap your whole package before contacting us about a missing item.

How to return an item

Returns can be submitted by contacting us

There are different methods of returning an item – these methods are further explained when logging a return. All three methods are processed free of charge. 

• • You may request to drop off the item at one of our warehouses in
    • • Douglasdale, Johannesburg or
    • • Hout Bay, Cape Town. 

• • You may arrange your own courier to return the item

• • You may select that Lulla-buy arranges the item is collected from you. 

Please only return your purchase after you have contacted Lulla-buy to approve your return. Any items returned which were not approved will remain at our premises until collection is arranged by the purchaser, any delivery costs will be for the purchaser’s account.

How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much protective packaging as needed so that it can travel safely back to us or a courier satchel if the item will not get damaged in a satchel. If the returning product has not been packaged properly and is damaged, then we simply cannot process your return in full. It is your responsibility to package the item correctly. No courier stickers should be stuck directly into the product packaging.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

How we process your return

Booking the collection of your return

If you have selected to have Lulla-buy arrange the collection of the item, we will be in contact with you to confirm when the item is ready for collection. We will then email you a waybill which you will need to print and include with the shipment. If you do not have access to a printer then you will need to include the tracking number on the package.

Receiving the returned items, issuing a credit or refund

Once we have received your return we will need to inspect the items. If the items are in good condition we will process your credit voucher or refund

• • Credit vouchers will be issued to you via email immediately

• • Refunds will be processed via the original method of payment if possible, any return delivery fees and admin fees will be subtracted from the refund amount. Refunds will take a few days to reflect, we are governed by the payment gateway. Any manual EFT payments will be paid back into your account.

If your items are rejected, we will be in contact with you as to why and what the next steps will be.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Gifts and Registry returns

If you have received a gift or want to return items from your registry, we will issue you with a credit voucher to use on our store. Once the returned item is received, a gift card will be mailed to you.

Please note that gifts not linked to a registry will need to have proof of purchase, or details of who made the purchase so we can link it to an order.

We cannot issue any refund to a second party, refunds must be made to the original purchaser.

Need help?

Contact us for questions related to refunds and returns.