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When you buy from luluhypermarket.com we want you to be happy with your purchase. So, if you need to return a product, get it exchanged or refunded, we want to make it as easy as possible.
Bought from luluhypermarket.com? Here is everything you need to know:
Our refund policy
If any of our products fall below the high standard you expect, we will happily refund or exchange it according to the terms and conditions set out below.
- luluhypermarket.com is unable to procure products: a reasonable time of 7-10 days from the date of authorization has to be given.
- Products faulty on arrival and non-repairable.
- Products are lost in deliveries.
- Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Bundle offers or “Buy 1 Get 1 free” offers: In this case you will have to return all the items in this offer.
- Refund settlement will take place once the returned product has been received back and a quality check has taken place, this procedure normally takes 4-5 days, then 2 business days to issue the refund. Please be aware that sometimes the refund will not show on your account until the next statement cycle is issued from your bank.
- We would refund the delivery charge in full if the product received is faulty / damaged and you return all products of your order at the same time. If you choose to keep some of the products, we will retain the balance of the delivery charge that applies to the products you keep.
- Please keep all items with their complete packaging and inside packaging intact if you intend to refund any items within the conditions set out. No exchange or refund will be considered without it.
- 7 Days money back Guarantee if you change your mind, provided that the merchandise is as new, in a re-sellable condition and the consumables (cartridges, blank tapes, CD’s or DVD’s) and accessories (cables, chargers, batteries...) are still sealed, refund can be granted upon luluhypermarket.com approval within 7 days after delivery. (Exceptions apply see Electrical returns) However the normal delivery or supplier delivery charge as well as card transaction charges will be charged back as well as any additional charges incurred by courier collection.
Our refund policy
All orders will be refunded if the product is received “Faulty / damaged” or within a 7 day period if the product is found to be Faulty (Exceptions apply see electrical returns) in such cases the product must be returned with all correct manuals, packaging intact and all correct cables that came with the product, if any of these are found to be incorrect then the refund will not be processed. (Contact customer services for courier uplift date)
After the 7-day window for refund of faulty products any product that becomes faulty after this period will be subject to the manufactures warranty, luluhypermarket.com customer support can assist in directing you to a Lulu location so that after sales service with the supplier can be arranged. (Where applicable)
Any product past the initial period of refund as set out above and after the manufacturer warranty period will not be eligible for either refund or exchange.
Courier delivered products
If the product was delivered to your home or office by a courier, we can arrange a courier collection for its return. Call customer services 600 54 00 48 to arrange this. Please make sure courier collected products are well packaged for their return journey all outer packaging must be in the condition it was received in.
Supplier delivered and large products
Larger products or products delivered directly by one of our suppliers. To return these products call our customer services 600 54 00 48. We'll arrange for the supplier to contact you to agree a suitable collection date.
Lulu Hypermarkets will not be replacing or refunding any product purchased through the Luluhypermarket.com site, all refunds/exchange will be managed and accepted by the luluhypermarket.com customer services team 600 54 00 48
How to exchange or replace a product
In case of an incident where a replacement product may be required again, please contact the customer services team who will arrange this in line with the Terms & Conditions for replacement and/or faulty products.
Electrical returns
Return policies in Electronics & Electrical goods.
Grocery Return
|
Product |
Period of Return |
|
Perishable goods (e.g., meat, vegetables, fresh food) |
Within 24 hours. |
|
Non-perishable goods (e.g., toiletries, cleaning products) |
Up to 7 days |
Courier returns
Call customer services on 600 54 00 48 to arrange a courier collection. If you paid by card, we would refund you on the same once the quality check has been carried out.
Charges and getting your refund
Returns are free of charge for dead received items. Charges will apply for items where you the customer change your mind after the product has been shipped.
Delivery charges
If you have told us you're going to return all of your order within seven working days of receiving it due to faulty products we will refund your delivery charge in full. If you're only returning some of the products, or all of the products but after the seven working day period, your delivery charge will not be refunded and further charges for uplift may apply.
Getting your refund
If a courier collects your returned product, your refund will be on the card you used to pay and will be as per the next billing cycle once we've received your returned product on Lulu approval. You must also return any free or discounted products bought together as part of a promotional offer. If the product does not fully comply with our policy, we reserve the right to charge a restocking fee.
RETURN and WARRANTY POLICY for THIRD PARTY PRODUCTS / RE-SELLERS – Products which are “Sold by” others on LuLu Website.
These extra terms are applicable in addition to the usual terms and conditions if you have purchased any goods that were not manufactured or sold by luluhypermarket.com. In other words, if you purchase products on Luluhypermarket.com from third-party vendors and/or resellers, these additional terms and conditions will apply. You recognize and acknowledge that Luluhypermarket.com may not always be able to control the transactions or the actions or inactions of the Vendors/re-sellers in such transactions. It is possible that some products will be sold on the Site by third parties (the "Vendors and/or re-sellers"). The following extra terms and conditions will apply when you purchase such products from Vendors/re-sellers on the site:
Any non-performance or breach of any agreement made between you and the vendor/reseller is not the fault of luluhypermarket.com. Luluhypermarket.com is unable to and does not guarantee that any transaction entered on the Site will be carried out by the Vendors/re-sellers.
Regarding the characteristics (such as quality, worth, marketability, etc.) of the goods or services that the Vendor/re-seller proposes to offer for sale on the Site, Luluhypermarket.com makes no representation or warranty. The sale of any goods or services on the Site is not supported or endorsed in any way by Luluhypermarket.com. Luluhypermarket.com disclaims all responsibility for any mistakes or omissions, whether they were made by them or by other parties.
You expressly waive any claims you may have in this regard under any applicable law and release and indemnify Luluhypermarket.com and/or any of its officers and representatives from any expense, loss, responsibility, or other consequence of any of the conduct of the Vendors/re-sellers on the Site. Despite its best efforts, Luluhypermarket.com is unable to exercise any editorial control over the data given by other Vendors or re-sellers and made available on the Site. Information provided by other Vendors or re-sellers may offend, hurt, be inaccurate, or be misleading to you. When using the Site, kindly exercise caution, common sense, and safe dealing. Please be aware that there are dangers associated with dealing with foreign nationals, children, or anyone behaving dishonestly.
These transactions are subject to all other provisions of this User Agreement.
The same high standards of customer service and product authenticity apply to all LuLu sellers. In essence, you get what you paid for in accordance with the stated commodity.
As always, our customer service team is available to assist you with any problems you may encounter, and we strive to address any complaints quickly and satisfactorily or concerns you may have.
Only items that fit the following criteria will be approved as returnable:
Mobile devices and Electronics
Health and Beauty
Fashion
Home & Kitchen
Outdoors & Sports
Toys and Games
Baby Products
Grocery
All items in the grocery store cannot be returned.
Automotive
Home Improvement & Tools
Books
Pet supplies
Office products and supplies
General conditions applicable to all returns
If the product does not match the requirements for customer returns, third party sellers or re-sellers shall have the right to refuse or reject the customer's return request. To speed up the return procedure, the customer might be asked for photographs of the goods that has been returned initiated or that has been damaged.
If the returned item does not adhere to any of the seller's policies or conditions, the seller reserves the right to return the item to the buyer after accepting and receiving the return request. If the merchandise cannot be returned, the client will not be eligible for any refunds.
We will make three (3) attempts to deliver the product back to the consumer if a product is denied for a return at any point. The item will be sent for liquidation if all three delivery efforts are unsuccessful, and the customer won't be allowed to ask for the delivery of the merchandise again.
You have up to seven (7) days from the time you get an item to return it as long as it is undamaged and in the same condition as when you received it.
We are aware that it is possible to change your mind after making an online purchase if you have not yet received the product. In this case, you may still be able to cancel your order.
The money would be repaid if you had paid electronically (with a credit card, debit card, or other payment card), although it would take some time for the refund to appear on your card account due to different card issuers. However, you can select the LuLu wallet as a refund option and receive the full refund amount to the LuLu wallet connected to your registered LuLu account if you need an immediate refund.
You can reach the customer service team at any time by dialling 600 54 00 48 or via the Contact Us page for a return of an item or refunds.
The item will be examined to see how it was packaged, and if it is still in sellable condition, your money will be reimbursed.
If a delivery attempt is made, shipping costs will be subtracted from the total, and the remaining amount will be refunded to you. If the product is not as described, is defective, or does not work as described, this cost will be waived. In other words, if you just changed your mind and are returning an item, LuLu will keep the shipping costs and only reimburse you for the amount you actually paid for the item (s).
Only if the returned item is broken, defective, or exhibits a manufacturing flaw will you be reimbursed for the shipping costs.
On LuLu, there are various types of sellers, and thus, various Warranty offerings. The warranty may be limited to no warranty, limited warranty, or the standard (1) year guarantee depending on the type of product. Although LuLu is not liable for such things, as a customer you have several options if you have any issues with certain vendors.
Any seller who displays a phony item on LuLu will be subject to rigorous disciplinary action. LuLu does not allow this. Any such complaint will be thoroughly investigated by our Customer Service Teams and selling counterfeit or illegal goods may result in a seller being blacklisted and having their business closed.
If your item is determined to be fake within the seven (7) day "No Questions Asked Return Period," you may return it via customer service as long as the packaging is undamaged, and it is in its original condition. It depends on the seller's approval after seven days.
Any order may be cancelled by LuLu in any situation, including the following:
Your consumer rights are unaffected by our return policy.