Returns & Refunds Policy

Last updated: 1 June 2026

At LULLAA®, we want every order to arrive safely and in excellent condition. This policy explains how we handle damaged products, incorrect orders, refunds, and your rights under New Zealand consumer law.

1. Damaged Products

If your order arrives damaged, including broken bottles, leaking products, or significant packaging damage, please contact us within 48 hours of delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photographs of the damaged product
• Photographs of the outer packaging

Once reviewed, we may offer a replacement, refund, store credit, or another suitable resolution.

2. Incorrect Orders

If you receive an incorrect order or the wrong product, please contact us as soon as possible.

We will work with you to arrange a replacement, refund, or another appropriate resolution.

3. Faulty Products

If you believe a LULLAA® product is faulty or does not meet acceptable quality standards, please contact us immediately.

We may request additional information, photographs, batch information, or product samples so we can investigate the issue.

Where appropriate, we may offer a replacement, refund, or other suitable remedy.

4. Opened Products

Because LULLAA® products are food products, we generally cannot accept returns for:

• Opened products
• Consumed products
• Products not stored according to label instructions
• Products returned due to personal taste preference

This helps maintain product safety and quality for all customers.

5. Change of Mind

We do not offer refunds or returns for change of mind purchases.

Please review your order carefully before completing your purchase.

6. Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand consumer protection legislation.

Where required by law, customers remain entitled to remedies for products that fail to meet statutory consumer guarantees.

7. Refund Processing

Where a refund is approved, it will generally be returned to the original payment method used for the purchase.

Refund processing times may vary depending on your payment provider or financial institution.

8. Returns Approval

Returns must not be sent back without prior approval from LULLAA®.

Please contact us first so we can assess the issue and provide instructions where required.

9. Food Safety

LULLAA® products should be stored, handled, and consumed according to the instructions provided on the product packaging.

We are not responsible for quality issues resulting from improper storage, handling, or use after delivery.

10. Changes to This Policy

We may update this Returns & Refunds Policy from time to time.

Any changes will be published on this page and will take effect from the date they are posted.