Refund policy

We have a 14-day return and exchange policy, which means you have 14 days after receiving your item to request a return or exchange. 

If you would like to exchange or return an unused item, there is a processing fee of $10 per item and you will be responsible for all shipping fees, including the cost of returning the product and sending the replacement product to you.

To be eligible for a return or an exchange, your item must be in the same condition that you received it, the original box has not been opened — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return & Exchange Shipping Costs
Customers are responsible for covering the cost of return shipping and exchange shipping fees (we will calculate and send to you base on the products you purchase). We recommend using a trackable shipping method to ensure your return is received safely. Shipping costs are non-refundable.

Please record videos when you receive the product in case the product is damaged or if you wish to return as we require you to send us a proof of video that product is in a good condition or to proof of damage.

To start a return, you can contact us at support@luellaplay.com

If your return is accepted, we’ll send you an address to return the product. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@luellaplay.com