Refund policy

We have a 30-day return policy. You may request a return within 30 days after your order is delivered.

Return eligibility

To be eligible for a return, the item must be in the same condition in which you received it: unused, unworn, with its original tags and original packaging. You will also need the receipt or other proof of purchase.

How to start a return

Before returning or shipping any item, contact us at lulusworld@lulusworld.pet and include your order number and the reason for the return. If your return is approved, we will provide the applicable return instructions and the exact return address. Items sent without prior authorization may not be accepted.

Approved returns are generally sent to a designated return address in mainland China. Please do not send a return to the business address shown on our website or to any address printed on the original parcel unless our support team specifically instructs you to do so.

Return shipping costs

For returns that are not caused by a damaged, defective, or incorrect item, the customer is responsible for the return shipping cost. We recommend using a trackable shipping service and retaining the shipping receipt until the return is completed.

If the item is damaged, defective, or incorrect, Lulu's World will cover the approved return shipping cost. We will provide a prepaid return label where available or arrange reimbursement of the approved return shipping cost. Please contact us before purchasing return postage.

We do not charge a restocking fee.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item is damaged or defective, or if you receive an incorrect item, contact us promptly at lulusworld@lulusworld.pet with your order number and clear photos or video showing the issue. After reviewing the information, we will offer an appropriate solution, such as a replacement or refund.

Original shipping charges

Original shipping charges are not refundable for returns made for personal preference, change of mind, or other reasons not caused by an error or defect.

If a return or refund is approved because the item is damaged, defective, or incorrect, the original shipping charge will also be refunded.

Exceptions and non-returnable items

Certain items cannot be returned, including perishable goods, custom or personalized products, personal-care goods, hazardous materials, flammable liquids, and gases. Sale items and gift cards are excluded from ordinary change-of-mind returns. These exclusions do not affect claims for damaged, defective, or incorrect items, or your mandatory rights under applicable law. Contact us if you have a question about a specific item.

Exchanges

The fastest way to receive a different item is to return the item you have. After the return is accepted, place a separate order for the new item.

30-day return window and consumer rights

Our store return window is 30 days after delivery, subject to the eligibility and exceptions above. This policy does not limit any mandatory rights you have under applicable consumer law.

Refunds

After we receive and inspect your return, we will notify you whether the refund is approved. If approved, the refund will be issued automatically to your original payment method within 10 business days after receipt and inspection. Your bank or payment provider may need additional time to post the refund.

If more than 15 business days have passed since we approved your refund, contact lulusworld@lulusworld.pet.