Politique de remboursement

Returns / Exchanges only on damaged / defective items
We only accept returns / exchanges on goods that are damaged or defective. Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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

We ask that before returning an item, please send an email to info@lulasclan.com so that we can be able to assist you.

To complete your return / exchange on damaged / defective items, please supply receipt or proof of purchase and see below guidelines to ensure you are eligible for a return / exchange.

Free returns - Exchanges on Defective / damaged items

Free collection and shipping on damaged / defective items only. Customer should provide collection address in order for the collection to be booked and parcel collected at the given address. Refund will be given on the full amount paid by the customer upon product receipt and inspection. Processing time takes 2 -3 working days for local returns / exchanges. International shipping can expect 10 - 15 working days for the items to be received by us. 

Although we prioritise exchanges on defective / damaged items, this process can take a Minimum of 3 working days to a Maximum of 2-3 weeks to ship out the new item which is dependent on the date which we receive the return, your regions and current availability of stock.

Returns / Exchanges are only applicable as per customers  original method of purchase ie. For customers who have made a purchase online and have paid shipping costs, returns / refunds/ exchanges will be facilitated through the same method. For customers who have purchased an item in- store and requests a Return / Exchange / Refund on a defect item, Customer will be liable to pay or cover their own shipping fee or return the item physically in-store as per the original sales method.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund if you have opted for refund instead of exchanging the item for the same or similar item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days. Customers who wish to exchange the defective / damaged goods for the same or similer item, are happy to do so, we will gladly assist you in your exchange.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again, please allow 2 -3 working days for bank processes. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@lulasclan.com.

Sample Sale items
We do not accept refunds / returns / exchanges on sample sale items. Sample sale items are items that have slight defects or damages but still in good condition for use. Defects can range from slight ink blotches, slight tears, misalignment of prints etc. Customer is aware that when making a  sample sale item purchase that it is received in the defective condition that it is in. 

Incorrect order receipts - FREE RETURNS
If by mishap you have received an incorrect order, please note mistakes do happen. Kindly notify us of the incorrect order received by sending an email to orders@lulasclan.com, followed by your order number. Lulasclan will arrange collection of the item from your given address and your correct order will be processed to be delivered to you in a manner that is timely. Please note you will not be eligible to pay any fees. ext 6, Rustenburg Northwest. 2999