Refund policy

 

Lou Lou Luve | Return & Exchange Policy

At Lou Lou Luve, we strive to deliver premium quality products and an exceptional shopping experience. If you are not completely satisfied with your purchase, please review our guidelines below for returns and exchanges.

1. Key Timelines & Eligibility

  • Policy Window: Our return and exchange policy is valid for 7 days from the date of delivery. If 7 days have passed since your order was delivered, we unfortunately cannot offer you a refund or exchange.

  • Condition for Eligibility: To be eligible for a return or exchange, your item must be unused, unwashed, and in the same condition that you received it. It must be in its original packaging with all original labels and tags intact.

  • Freebies & Combos: Any free gifts or promotional items received with the order must be returned alongside the main product. Please note that individual items within a combo or gift box cannot be returned or replaced separately.

  • Exclusions: Products purchased during a special promotional offer, contest, clearance, or any special sale scheme are final sale and cannot be returned or replaced.

2. How to Initiate a Return or Exchange

To initiate a return or replacement request, please email our support team directly at care@loulouluve.com.

Important Notice: Lou Lou Luve reserves the sole discretion to accept or reject any return, refund, or replacement claim based on our inspection, compliance with our guidelines, and the evidence provided.

Returns and exchanges are processed at the product level. Customers are welcome to request a return or exchange for any specific item or quantity (e.g., 1, 2, or 3 items) from a multi-product order, provided each individual item meets our eligibility criteria.

3. Defective, Damaged, or Incorrect Orders

We take quality control seriously, but if you receive an item that is defective, damaged, incomplete, or incorrect, you must report it to us within 48 hours of delivery.

To help us investigate and process your claim, your email to care@loulouluve.com must include:

  1. A 360-degree unboxing video of the parcel.

  2. Clear, close-up images highlighting the damaged, defective, or missing part of the product.

  3. The video must show the package in its fully packed, original condition with the shipping label clearly visible before opening.

Note: Any complaints raised after 48 hours of delivery, or requests submitted without a clear, untampered unboxing video, will not be entertained. Insufficient evidence or signs of package tampering may result in your claim being rejected.

4. Reverse Pickup & Logistics

  • Pickup Attempts: Once your request is approved, we will arrange a reverse pickup from the original delivery address. Please ensure you are available and answer calls from our delivery partner. If a pickup is missed or cancelled due to non-availability, re-initiating the process will extend overall timelines.

  • Missing Items: If a customer claims to have returned multiple products but the actual pickup package does not include all declared items (including freebies), Lou Lou Luve reserves the right to deduct an amount up to the full MRP of the missing item from the refund.

  • Non-Serviceable Pincodes: In rare cases where a pincode is not reverse-serviceable, you will be required to ship the product back to our warehouse via a reliable local courier (such as India Post).

5. Refunds & Processing

  • Inspection Window: Store credit will be processed only after the returned goods are received at our warehouse and successfully undergo a quality inspection. This process takes a maximum of 7 days from the date we receive the item.

  • Notification: We will send you an email or WhatsApp message to notify you once your return package has been checked in.

  • Refund Method:

    • Once approved, your refund will be issued exclusively in the form of Store Credit (Gift Card / Voucher) sent to your registered email address or phone number. It will be valid for 1 year from issue date.

    • This applies to both prepaid and Cash-on-Delivery (COD) orders. We do not offer monetary refunds to bank accounts, credit/debit cards, or UPI wallets.

  • Return Deduction Fee: Please note that a flat fee of ₹150 will be deducted from your total order value for return handling and logistics before your store credit is issued. Original shipping and COD charges are non-refundable.

Need Assistance?

If you face any technical difficulties or have questions regarding your order, feel free to reach out to our team:

  • Email: care@loulouluve.com

  • Response Time: We will investigate your query and get back to you within 48–72 hours with the best possible resolution.