Refund Policy

Effective date: 3 October 2026

1. First-order 30-day money-back guarantee

We want a first Lula Dream order to be low risk. If you are not satisfied with your first eligible tin purchased directly from luladream.com, email lula@luladream.com within 30 calendar days after carrier-confirmed delivery.

This commercial guarantee applies once per customer, household, payment method and delivery address, unless we agree otherwise in writing. It applies to the first order only and to one tin from that order. It does not apply to later orders, multipacks, wholesale orders, gift cards, free products, promotional items, resale purchases, purchases from third parties, or orders we reasonably identify as fraudulent, abusive, resold or made to obtain repeated refunds.

To request a guarantee refund, provide the order number, the email used at checkout and a brief explanation. We may ask for a photograph of the tin, its label or lot information, or another reasonable verification step. Do not return any product unless we give you written return instructions.

If approved, we will refund the purchase price paid for the eligible tin to the original payment method. Original shipping charges, expedited-service charges, taxes collected and paid to authorities, and any optional charges are not refundable unless the product was damaged, defective or incorrectly supplied, or applicable law requires otherwise.

2. Damaged, defective or incorrect orders

Inspect your order promptly after delivery. If a product arrives damaged, appears defective, is incorrect, or has an apparent fulfilment error, contact us within 7 calendar days of delivery at lula@luladream.com with the order number, a description and clear photographs of the package, product and label where relevant.

After review, we may offer a replacement, refund or other appropriate remedy. We may require the product or packaging to be retained, disposed of or returned as instructed. We do not ask customers to return a consumable product without written authorization.

3. Non-returnable products and exclusions

For health, hygiene, quality-control and safety reasons, opened consumable products are not eligible for ordinary discretionary returns after the first-order guarantee period. We do not offer exchanges. If you ordered the wrong product, changed your mind after fulfilment, no longer want the item, or cannot use it, contact us and we may decide whether a discretionary solution is commercially feasible, but we are not required to do so except where applicable law requires.

We do not refund or replace orders delayed, returned, lost or damaged because of an incorrect or incomplete address, customer refusal, failure to collect a parcel, or a request made after a product entered fulfilment, except where applicable law requires otherwise.

4. Cancellation requests

Cancellation requests must be sent to lula@luladream.com as soon as possible. We will try to cancel unfulfilled orders, but cannot guarantee cancellation after the order has entered preparation, production, fulfilment or shipment. If we can cancel before fulfilment, we will refund the amount paid for the cancelled order to the original payment method.

5. Refund timing

Once a refund is approved, we will initiate it to the original payment method within 10 business days. Your financial institution may take additional time to post the refund. If you have not received a refund after this period, first check with your payment provider and then email us with your order number.

6. Contact

For all refund and product-quality requests, email lula@luladream.com. Do not send payment-card details by email.