Returns Policy

Change of Mind Returns

We want you to be completely happy with your Lulu Babe purchase. If you change your mind, we are happy to offer you a refund or exchange within 60 days of your purchase date (30 days for VANCHI bags).

Please note that we cannot accept returns on the following:

• Personalised items.
• Gift cards.
• Clearance items (these are final sale).
  

Conditions for Change of Mind Returns:

• Returns must be initiated within 60 days of your purchase date.
• Any item returned must be in its original sale condition (unworn, unwashed and unused, with all original tags and labels attached). Returns will be refused if an item arrives used or damaged due to improper packaging.
• The return shipping fee will be deducted from your refund. For clothing and other items, this fee is $9.95. For nappy bags, the fee is $18.95.
• The original shipping cost will not be refunded.
  
• Please note that for orders paid using Afterpay or Zip Pay, a 6% processing fee (which is non-refundable to us by these providers) will be deducted from your refund.

Our Return Policy is in addition to your rights under Australian Consumer Law.

Submit a Return Request

To initiate a return for nappy bags, email us at admin@lulubabe.com. For all other items, follow these steps:

1. Log into your customer account using your email address and the six-digit verification code sent to your email (no password required).
2. Locate the order containing the item you wish to return and click "Request return."
3. Select the reason for the return, optionally add a note, and click "Request return" again to submit your request.

Once your return request is approved, you will receive an email with detailed shipping instructions and a return shipping label. Once the product is returned, we will process your refund promptly.

For assistance with the returns process, feel free to contact us.

Important: Do not return items to sender or post them back until you receive return authorisation. We will provide the correct postal address once the return is approved.

Faulty Items

At Lulu Babe, we stand behind the quality of our products. We offer a 12-month manufacturing warranty from the date you receive your item. The warranty covers defects in materials and workmanship.

If you believe your item has a manufacturing fault within the warranty period, please email us with the following information to help us assess your claim quickly:

• Your order number
• Description of the fault
• Proof of the fault in the form of clear photos or a short video (including photos of the packaging if it was damaged in transit)

We may request that you return the defective product to us for evaluation. If your product is deemed to have a manufacturing fault, we will reimburse you for any postage costs incurred.

Please note: This warranty does not cover damages caused by improper care, misuse, accidents, normal wear and tear, or the natural breakdown of materials over extended time and use.