Sales, Repair, Replacement + Refund Policy
We will always 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, credits or exchanges for change of mind or where the customer has provided the incorrect measurement or ordered an incorrect size. In the event we do grant an exchange, credit 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].
We will attend to altertions, where we are able to, if you did get a measurement incorrect. The purchaser is responsible for ALL shipping costs [return of product to us + back to you]. We do always suggest that any simple alterations can be undertaken by an old-school shoe repairer [avoid the shopping centre franchise branded repairers] for a lot less than postage costs to/from us.
Have you received a defective item, including incorrect size? *face palm* - it slipped passed us - we are so sorry! 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 email@example.com 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.
Items are not deemed defective if they have not been used in accordance with our care instructions or which have defects/issues that have been caused by rough wear or misuse of the item [chewing/tugging], including damage caused by exposing leather items in water and other marking substances].
Normal wear and tear is par for the course when we are talking dog accessories. Wear + tear is not considered a defect. We suggest you follow the Care Instructions to prolong the life of your item.
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 14 days of you receiving the item/s. No refunds are offered after 14 days but instead a store credit if contacted within 30 days of receiving the goods.
General Return Instructions
Please email us at firstname.lastname@example.org and we will guide you though the return process.
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], 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.
Customers may cancel or amend orders by contacting us, via email, within 24 hours of placing their order. Cancellations are not accepted past this point.
As stated in our Postage Policy, we will not cancel orders due to delays with the postal system - this is outside of our control.
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.
Discounted Items + Prizes
Items which are:
offered as a prize;
purcahsed with a discount code; or
subject to a discount due to being a clearance item;
are non-refundable / non-exchangeable.
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 however no man-made product is fail-proof. 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.
Prices & GST
All prices are shown in Australian Dollars and are GST inclusive, unless otherwise indicated.
Purchases from Retailers
All purchases of our our products from a retailer can only be returned to the original retailer in line with their Replacements & Refunds Policy.