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RETURNS & REFUND POLICY

Hello Gorgeous ♥

Please Read Carefully Our Terms & Conditions of Our Returns & Refund Policy.

At Lula & Sasha we understand that shopping online can be tricky, and we’re here to make your experience as smooth as possible.

Lula & Sasha is committed to complying with the Australian Competition and Consumer Commission (ACCC), which protects your rights as a customer. 

OUR GUARANTEE

Under the ACCC Law, all products sold by Lula & Sasha come with guarantees that cannot be excluded.

You are entitled to a refund, replacement, or repair if the item:

  • Has a major fault (e.g. it is unsafe, significantly different from the description, or doesn’t do what it’s supposed to).

  • Is not of acceptable quality or does not last a reasonable time.

  • Was misrepresented or not fit for the intended purpose.

ITEMS NOT ELIGIBLE FOR RETURN

  • Sale items, flash sale items, and accessories.

  • Items returned in a worn, washed, damaged, or altered condition.

  • Items damaged due to misuse or normal wear and tear (e.g. broken zippers after use).

  • Jewellery due health regulations

  • Accessories i.e. belts, hats, scarves etc

  • Items returned without prior return authorisation.

CHANGE OF MIND RETURN
We are not legally required to offer refunds for change-of-mind purchases, incorrect size, or wrong decisions.
However, as a gesture of good will, we offer store credit or 1 only exchange on full-priced items if the following conditions are met:
1.      Items must be returned within 14 days of delivery (once RA approved)
2.      Items must be unworn, unwashed, unaltered, and in original condition with all tags attached.
3.      A return shipping fee will apply.
4.      A restocking fee of 2% will apply.
5.      Any return requests on items already exchanged are considered change of mind and are not eligible to be returned. 
 
Please note: A store credit issued for online purchase is redeemable through the Lula & Sasha Website only (not accepted for in store purchases) and valid for 3 months from issue date.
FAULTY ITEM RETURN
If you believe your item is faulty, please email us on hello@lulaandsasha.com.au to request a return authorisation by providing the following information. 
1.      Date & Order No#:
2.      Name of item 
3.      Attach photos of the evident fault
4.      Any other information that may assist us in providing the right remedy. 
Once we receive your email, we will assess the issue and offer a remedy in line with ACCC regulations below: -
·        Repair - If the fault is minor and feasible, we will offer a free repair within a reasonable time
·        Replacement - If we cannot repair the item, you may choose a refund or replacement.
·        Refund - If repair or replacement is not available
RETURN PROCESS
A return authorisation approval must be received by email prior to returning your purchase.
1.      Once the return has been approved, you will be notified by email of our approval and receive an Aust Post return postage label and with instructions on how to complete your return. 
1.      For exchanges, please include a prepaid, self-addressed satchel of suitable size with your returned item, so we can resend your replacement as soon as possible.
REACH OUT TO OUR TEAM
Our friendly Customer Service Team is here to help with any questions you may have.
Monday - Friday, 9.30 AM – 4 PM AWEST
Email: hello@lulaandsasha.com.au
Phone: 08 9272 3525
ACCC INFORMATION
For more information about your rights, under the Australia consumer law (ACCC) visit thewww.commerce.wa.gov.au or Call: 1300 304 054.
Thank you
Lula & Sasha.
♥