Refund policy
Refunds and returns
We want you to love Lula. If you don't, these are the ways we'll put it right.
Our 30-day money-back guarantee
Lula comes with a 30-day money-back guarantee, no questions asked.
- The 30 days start on the day your order is delivered.
- You don't need to send the jar back, even if it's opened. Just email hello@lulahealth.co.uk with your order number.
- We'll refund the full amount you paid for that order to your original payment method, usually within 5 working days of your email. Your bank may take a few more days to show it.
- The guarantee covers your first order, one per household. For a subscription, that means your first delivery.
Damaged, faulty or wrong items
If your jar arrives broken or damaged, or you receive the wrong item:
- Please don't use the product.
- Email a photo to hello@lulahealth.co.uk within 7 days of delivery, with your order number.
- We'll send you a free replacement or give you a full refund, whichever you'd prefer. You don't need to send anything back.
This applies to every order, not just your first one. Your rights under the Consumer Rights Act 2015 also apply if something is faulty or not as described.
Lost parcels
If your tracking hasn't moved for 5 working days after the expected delivery date, email us and we'll send a replacement at no cost. Your order is our responsibility until it reaches you.
Your 14-day right to cancel
Our guarantee is on top of your legal rights, not instead of them.
For online orders, you can cancel within 14 days of the day your order arrives. You can return any jar that's still sealed and unopened for a full refund of the price and the standard delivery charge.
Because Lula is a food product, once a jar's seal has been broken it can't be returned under this right, for health and hygiene reasons. Opened jars are still covered by our 30-day guarantee.
To cancel, email hello@lulahealth.co.uk with your order number and we'll tell you where to send the jar. Please post it within 14 days of telling us. You pay the return postage unless the item is faulty or we sent the wrong thing. We'll refund you within 14 days of getting the jar back, or of you showing us proof that you've posted it, whichever is sooner. Refunds go to your original payment method.
Subscriptions
You can pause, skip or cancel your subscription at any time in your account, with no fee. Cancelling stops future deliveries and payments. It doesn't refund deliveries already sent, but those are still covered by the guarantee (first delivery) and by your rights above.
Contact
Email hello@lulahealth.co.uk. We aim to reply within 1 working day.
Lula Health Ltd, registered in England and Wales, company number 16199257. Registered office: 18 The Hollies, Brackla, Bridgend, CF31 2PP.