Refund Policy
Last updated: 23 September 2026
This Refund Policy applies to lullauk.com, operated by LULLA (a brand of Zentra Global LLC).
1. Right of Withdrawal (14 Days) Legal Right
If you are a consumer based in the United Kingdom or the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without needing to give a reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and equivalent EU consumer protection law.
This is the only return window we offer; we do not provide an additional voluntary return period beyond these 14 days.
To exercise this right, write to us at help@lullauk.com with your order number within the 14-calendar-day window from delivery.
2. Product Condition and Deduction for Diminished Value
You have the right to examine the product as you would in a physical shop — trying it on, checking the fit and finish. This does not cancel your right of withdrawal.
However, if the product shows signs of handling beyond what is necessary to establish its nature, characteristics and how it works — including, but not limited to, snags or pulls in the crochet, stretching, staining, odours, or damage — we reserve the right to deduct the corresponding loss in value from your refund, in line with applicable UK and EU consumer protection law.
In cases of significant diminished value, the amount deducted may represent a substantial portion of the product's value.
The product must be returned:
- With all original accessories (including any gift packaging supplied with the order)
- In suitable packaging that prevents damage in transit
Missing original accessories, or inadequate packaging that causes further damage in transit, may also result in a deduction.
3. Damaged, Defective or Incorrect Items (received as such)
If your order arrives damaged, defective or incorrect — meaning the issue was not caused by you — we will resolve it with a full refund or a replacement, without the deductions described in Section 2.
Write to us at help@lullauk.com within 7 days of delivery with:
- Your order number
- A photo or short video showing the issue, taken before any use
4. How to Start a Return
Write to us at help@lullauk.com with your order number and the reason for the return before sending anything back. Returns sent without prior approval and without a tracking number may not be processed or refunded.
We recommend using a tracked shipping method; we are not responsible for return parcels lost in transit.
5. Refund Processing
Once we have received and inspected your return, we will confirm the amount to be refunded, including any applicable deduction under Section 2. Refunds will be issued within a maximum of 14 calendar days from the date you exercised your right of withdrawal, or from the date we receive the returned product, whichever is later. Refunds are issued to the original payment method.
6. Return Shipping Costs
We will refund the original standard shipping cost, unless the product arrived damaged, defective or incorrect. Return shipping costs are your responsibility, except in the cases described in Section 3.
7. Situations Where a Refund May Be Limited or Denied
- Withdrawal request made after 14 calendar days from delivery
- Incorrect or incomplete shipping address provided by the customer
- Parcels refused at delivery, or returned due to unpaid customs duties or charges
- Delays caused by customs or carriers, outside our control
- Parcels marked as "Delivered" that are later reported lost or stolen
- Damage caused by misuse or negligent handling of the product by the customer
8. Late or Missing Refunds
If you have not received your refund 14 days after confirmation, please check with your bank first, as processing times vary. If the issue persists, contact us at help@lullauk.com.
9. Limitation of Liability
To the fullest extent permitted by law, LULLA is not liable for indirect or incidental damages arising from the use of our products. Nothing in this policy limits the minimum rights granted to you under the consumer protection law applicable in your country of residence.
10. Contact
LULLA Email: help@lullauk.com