Didn’t love your new purchase? No problem! Lulu Babe is happy to offer you a refund or store credit within 30 days from the date you received your order.
The following items are excluded from this policy:
Items from our Christmas and Easter ranges.
Items bought on clearance.
Conditions for Returns:
Returns must be initiated within 30 days of receiving of your order.
Any item returned must be in its original sale condition (unworn, unwashed, unused with all original tags and labels attached). Returns will be refused if an item arrives used or damaged due to improper packaging.
Change of mind returns or exchanges must be sent back to our Perth head office at the buyer’s cost.
Shipping costs are non-refundable.
A 6% fee will be deducted from your refund amount for buy-now-pay-later orders to help cover non-refundable merchant fees (i.e for orders paid with Afterpay, Humm, Zip Pay or Klarna.) There is no fee for orders paid with credit card, debit card, PayPal (including PayPal Pay in 4) or Shop Pay.
Our returns policy is in addition to your rights under Australian Consumer Law.
Process for Returns:
If you would like to initiate a return, please email firstname.lastname@example.org within 30 days of receiving your order to obtain approval to return your purchase. Please include your order number and the reason for wanting to return the item.
Please DO NOT post any items to us until you have received authorisation for the return. We will provide the shipping address when the return is approved.
Change of mind returns must be sent back to us at the buyer’s cost. A tracking number must be provided for all returns.
12 Month Warranty
Here at Lulu Babe, we stand behind our products. For your peace of mind, we offer a 12 month warranty against defects in materials and workmanship.
The 12 months is from the date that you receive the item, not from the date that you start using the item. This is because materials kept in storage wear with time too, especially when stored in hot, humid or salty conditions.
If your item has a manufacturring fault that is found within the 12 month warranty period, please contact us with the following information:
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)
In the unlikely event that your item arrives damaged or faulty, please notify us via email within 3 days of receiving your order.
In some cases we will request you to send defective products for our evaluation. If your product is deemed to have a manufacturing fault we will reimburse you for the postage costs. All defective items returned to us will be replaced or refunded at our discretion.
What doesn't the warranty cover?
Expected wear and tear which results from everyday use of the product. Fading, deterioration and pilling of fabrics, as well as scratches and scuff marks in PU leather are not considered a fault.
Overfilling: Damages due to overfilling your nappy bag (over 6kg) or carrying heavy items are not covered under warranty. Areas of stress at the straps and seams will be notable if the bag has been overfilled.
Improper storage: Damages due to improper storage, such as storing your item while wet, keeping it sealed in an airless environment or storing in direct sunlight.
Improper care: Damage caused by any washing technique. We recommend washing all our baby clothes and swaddles on a gentle cycle (or by hand if indicated on the product page). Zippers and hardware on nappy bags should be cleaned regularly. Be sure to keep zippers and clips lubricated - we recommend lubricating moving parts at least monthly.
Accidents: we do not cover repairs or replacements from damage caused by accidental misuse.
This warranty only applies to the original purchaser and is non-transferrable. If you have purchased your nappy bag second hand the warranty is void.