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In short
In short

You have a legal right to cancel a contract which starts from the date we confirm your order has been dispatched, which is when the contract between us is formed. If the products have already been delivered to you, you have a period of 7 days in which you may request to exchange, starting from the day you receive the products. This applies to products that are not used or opened. Days refer to calendar days, including weekends and public holidays.

Cancellations with refunds can only be done before 10am daily. Cancellation and refund requests have to be sent to [email protected].

Where the products have already been delivered to you, we are unable to cancel the order and provide a refund. However, we can only offer an exchange within 7 days for products that have not been used. These products can be exchanged with any of our other products of similar or lower value. The price difference, should the exchanged product fall below the retail price, will not be refunded. If you want to exchange your product for another product with higher value, this can be only done in store.

Cancellations with refunds can only be done before 10am daily. Cancellation and refund requests have to be sent to [email protected].

Damaged goods
Damaged goods

If your item is damaged, faulty, or different to how it was described follow these easy steps, within 7 days upon receiving:

  • Take a photo of the item(s)
  • Send the photo to [email protected] along with your order reference number
  • Our customer care team will contact you to arrange the return or refund of the product. Email notification will be sent once the return has been processed.  Please allow up to 7 days for the refund to process.

Nothing in these Terms and Conditions affects your statutory rights as a consumer.

 

Return an item to a Lush store
Return an item to a Lush store

In some cases you may be able to return an item purchased through this website to a Lush store. To find out if this is possible, please contact [email protected]