Sales, Repair, Replacement & Refund Policy

Our Repairs, Replacements & Refunds policy is to act in accordance with current Australian Consumer Law.


Change of Mind /Wrong Size

Unfortunately, as most of our items are made-to-order, we are unable to offer refunds or exchanges for change of mind or wrong size. In the event we do grant an exchange or refund, where it has not been because of an error on our part, the purchaser is responsible for any subsequent shipping costs [return of product to us +/or other product back to you].

Defective Item

Have you received a defective item? We guarantee our accessories and products at the time of purchase against any defects. If you have experienced a problem with any of our products, please send an email to us at with details and a photo of the issue. Returns on defective items are assessed on a case-by-case basis however please contact us prior to returning any product - we are more than happy to work with you in respect of this.

If we are unable to replace or repair the defective item, we will offer a refund for the defective goods if we are contacted within 7 days of you receiving the item/s. No refunds are offered after 7 days but instead a store credit if contacted within 30 days of receiving the goods.

General Return Instructions

Please email us at and we will provide you with our return address. 

Please note: As you are responsible for return shipping and re-shipping costs (unless the reason for return is due to a faulty/damaged product) any original shipping costs cannot be refunded.  We recommend you send the parcel back with a trackable service as we are unable to guarantee that we will receive the parcel back and do not take any responsibility for items lost or damaged in transit. 

Cancellation of Orders

LULU LOVES may cancel your order if for any reason we are unable to provide you with the products in your order. We will contact you should this occur. You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience, which may result from such cancellation.     


We take care when producing our items and have constructed them in a manner which we feel can be safely used by your fur baby. We are unable to take responsibility for any injury, loss or death caused by the use or misuse of our products. Our Safety Instructions are clearly set out here. Please review them and adhere to them carefully.


Please note that, if you have paid via PayPal, PayPal may cover your return shipping costs if this feature is activated on your PayPal account. Please consult their website for further details.

Prices & GST

All prices are shown in Australian Dollars and are GST inclusive, unless otherwise indicated.

Purchases from Retailers 

All purchasesof our our products from a retailer can only be returned to the original retailer in line with their Replacements & Refunds Policy.

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