Returns Exchanges & Refund

We offer a 30-day return and exchange policy, which means you have 30 days from the date you receive your order to request a return or exchange.

Play Wall Adhesion Guarantee

If your Luella Magnetic Play Wall does not adhere properly to a suitable wall surface within 30 days of delivery, we will provide a full refund.

To qualify, you must:

• Provide a clear video showing the play wall falling off the wall after it has been installed according to our installation instructions.
• Return the product to us for inspection.

Once we receive and inspect the returned product, your refund will be processed to your original payment method.

Magnetic Tile Play Guarantee

If you have followed our building instructions and your magnetic tiles are still unable to build or hold as demonstrated, we are happy to offer a full refund.

To qualify, you must:

• Provide a video showing your setup and the issue you are experiencing.
• Return the product to us for inspection.

Once we receive and inspect the returned product, your refund will be processed.

Return & Exchange Fees

If you wish to return or exchange an unused item, the following fees apply:

• A $10 processing fee per item
• The customer is responsible for all shipping costs, including:
  • Return shipping to our warehouse
  • Shipping costs for any replacement item

Return Eligibility

To be eligible for a return or exchange, your item must:

• Be unused and in the same condition as received.
• Be in its original packaging.
• Include all original accessories and tags.
• Be accompanied by proof of purchase.

Video Requirement

To help us process claims quickly, we strongly recommend recording a video while opening your package.

If your item arrives damaged or if you wish to make a warranty claim, we may request this video as proof of the product's condition upon delivery.

How to Start a Return

To request a return or exchange, please contact us at support@luellaplay.com.

If your request is approved, we will provide the return shipping address and instructions.

Returns sent without prior authorization will not be accepted.

Damaged or Incorrect Items

Please inspect your order upon arrival.

If your item is damaged, defective, or you receive the wrong item, contact us as soon as possible so we can evaluate the issue and make it right.

Non-Returnable Items

The following items cannot be returned:

• Personalized or custom-made products
• Gift cards
• Clearance or sale items
• Perishable goods (where applicable)
• Hazardous materials, flammable liquids, or gases

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

Exchanges

The quickest way to receive a different item is to return your eligible product. Once your return has been approved, you may place a new order for the replacement item.

European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days without providing a reason.

Items must still be unused, in their original condition, in their original packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your return, we'll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If you have not received your refund within 15 business days after approval, please contact us at support@luellaplay.com.