Refund and Returns Policy
No Cash Refunds · Product Exchange Only · Customer Covers Return Shipping
0%
Cash refunds
issued
Our Policy, Clearly
We do exchanges, not refunds.
LulaBela does not issue cash refunds. If you are not happy with a product, we will arrange an exchange for a different item or the same item in a different size or variant.
All exchange requests must be made within the applicable window below. Items must be unused, unwashed, and returned in original packaging with all tags and accessories included.
Exchange Window
How long do you have to request?
Counted from your purchase date, not the delivery date. Check your order as soon as it arrives.
Kenya Orders
2 days from your purchase date. Exchange requests made after this window will not be accepted.
International Orders
7 days from your purchase date. All exchange requests from outside Kenya must be submitted within this period.
Exchange Conditions
What your item needs to qualify.
All items are inspected on receipt. Items that do not meet these conditions will not be processed.
Unused and unwashed
The item must not have been used, washed, or worn. It must be in exactly the same condition it arrived in.
Original packaging intact
All original packaging, labels, tags, manuals, and accessories must be included. Items returned without original packaging will not be accepted.
Proof of purchase
Your order number or order confirmation email is required. We cannot process exchange requests without it.
Within the exchange window
2 days from purchase date for Kenya. 7 days from purchase date for international orders. Requests outside these windows will not be processed.
Return Shipping
Who pays for the exchange shipping?
We cover our mistakes. All other exchange shipping and logistics costs are the customer’s responsibility.
Standard exchanges
The customer is responsible for all return shipping, courier fees, and logistics costs — both sending the item back to LulaBela and receiving the replacement product.
Damaged or wrong item
If we sent the wrong product or it arrived defective, contact us within 48 hours with clear photos. We will cover the shipping and arrange a replacement at no cost to you.
Not Eligible
Items we cannot exchange.
For hygiene and safety reasons, these categories cannot be returned or exchanged under any circumstances except manufacturer defects.
Opened hygiene and feeding products
Diapers, baby wipes, feeding bottles, pacifiers, nipples, breastfeeding accessories, and any personal care or skincare products once unsealed.
Food and nutritional products
Baby food, formula, supplements, and all nutritional products once the order has been delivered.
Sale, clearance, and custom items
Final sale and clearance items, gift cards, and any customized or personalized products are not eligible for exchange.
How to Request
Three steps to request an exchange.
Start with an email. We will guide you through the rest.
Email us
Send your request to Hello@LulaBela.com with your order number, the item you want to exchange, and the reason. Include clear photos if the item is damaged or incorrect.
We review and confirm
We respond within 24 hours. If your request is approved, we will send you the return address and instructions for shipping the item back.
Ship the item back
Pack the item securely and send it to the address we provide. Shipping costs are yours. Once we receive and inspect it, we will dispatch your replacement within 3 business days.
