Refund and Returns Policy

Effective Date: December 24, 2024

At Lullus, we strive to ensure your complete satisfaction with our luxury dinnerware products. If you are not entirely satisfied with your purchase, we offer a comprehensive Refund and Returns Policy to address your concerns.

1. Returns

Eligibility

  • Time Frame: You may return most new, unopened items within 30 days of delivery for a full refund.
  • Condition: Items must be in their original condition, unused, and in the original packaging.
  • Non-Returnable Items: Customized or personalized items, sale items, and gift cards are non-returnable.

Process

  1. Request a Return: Contact our customer service at info@lullus.site or call (910) 464-3706 to initiate a return.
  2. Approval: Once your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to proceed.
  3. Shipping: Securely pack the item and include the RMA number. Ship the return to the address provided by our customer service team.
  4. Inspection: Upon receiving the returned item, we will inspect it to ensure it meets the return criteria.

2. Refunds

Processing

  • Approval: If your return is approved, we will process a refund to your original method of payment.
  • Time Frame: Refunds typically take 7-10 business days to appear on your account after approval.
  • Partial Refunds: Partial refunds may be granted for items not in original condition, damaged, or missing parts.

Shipping Costs

  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
  • Original Shipping: Original shipping costs are non-refundable.

3. Exchanges

Eligibility

  • Damaged or Defective Items: If you receive a damaged or defective item, please contact us within 7 days of receipt to arrange an exchange.
  • Same Product: Exchanges are only available for the same product. If you wish to exchange for a different item, please follow the return process and place a new order.

Process

  1. Contact Us: Reach out to our customer service with details and photos of the damaged or defective item.
  2. Approval and Shipping: Once approved, follow the instructions provided to return the item and receive the replacement.

4. Late or Missing Refunds

If you haven’t received a refund within the specified time frame, please:

  • Check Your Accounts: Verify the refund has been processed to your original payment method.
  • Contact Your Bank: Sometimes, refunds take additional time to appear on your account.
  • Reach Out to Us: Contact our customer service at info@lullus.site or (910) 464-3706 for further assistance.

5. Defective or Damaged Products

We take great care in packaging and shipping your orders. However, if your item arrives damaged or defective:

  • Immediate Contact: Notify us within 7 days of receipt with a description and photos of the damage.
  • Resolution: We will provide a replacement or full refund based on your preference and product availability.

6. Return Shipping Instructions

  • Secure Packaging: Ensure the item is securely packaged to prevent further damage during transit.
  • Include RMA Number: Clearly write the RMA number on the outside of the package.
  • Use Trackable Shipping: We recommend using a trackable shipping service or purchasing shipping insurance for your return.

7. Contact Us

For any questions or to initiate a return, please contact us: