How to Request A lush Refund

• Order Confirmation Email - Ensure you have the original confirmation email containing your order details.
• Transaction ID - Locate your unique transaction ID listed in your order confirmation, which helps identify your purchase.
• Receipt or Proof of Purchase - Keep a copy of the receipt or any documentation showing your purchase from Lush.
• Product Details - List specific products being returned, including the names, sizes, and any batch numbers if applicable.
• Reason for Return - Be prepared to provide a clear explanation of why you are requesting a refund, such as product defects or dissatisfaction.
• Payment Method Information - Have details ready regarding how you paid for the items (e.g., credit card, PayPal, etc.), as Lush may need this for the refund process.
• Account Information - If you have an online Lush account, ensure you can log in, as they may require account verification.
• Photos of the Product - If applicable, take clear photos of the product to document its condition for the refund request.

*Working days are Monday to Friday, and don't include public holidays.

At Lush, we strive to ensure that our customers have a satisfying experience with our ethically sourced and handmade products. If you find yourself in a situation where a refund may be warranted, it’s important to understand the specific criteria that determine eligibility based on your circumstances.

Here are some scenarios that may qualify for a refund:

• Product Defects or Damages: If you receive an item that is visibly defective or damaged upon arrival, you may be eligible for a refund. Please retain the original packaging as it may be required for the return process.
• Incorrect Items Received: If the product delivered does not match what you ordered, you could qualify for a refund. Please check your order confirmation against the items received.
• Unopened and Unused Products: If you decide that a product is not to your liking or does not meet your expectations, and it remains unopened and unused, you may be able to return it for a refund.
• Subscription Services: For any subscription-focused offerings, you might have questions about your plan or product selections. Depending on timing and usage, this could affect your eligibility for a refund if you decide to adjust your subscription merely based on preference rather than a product issue.
• Promotional Offers: If you are part of a specific promotional offer or program, the terms associated with those promotions may provide additional insights on refund policies, which could affect your eligibility if you find the product didn’t meet the promotional expectations.

If you find that any of these scenarios apply to you, consider reaching out to our customer support for guidance on the refund process and to clarify your eligibility based on your individual situation.

At Lush, we aim to ensure a seamless shopping experience and prioritize customer satisfaction. Here are some real user scenarios where refunds were successfully claimed:

• Product Quality Issue: A customer received a bath bomb that had crumbled during shipping, resulting in a less-than-ideal experience. After contacting customer service, they provided photos of the damaged product and received a full refund, allowing them to choose a replacement or different item.
• Allergic Reaction: After using a face mask purchased from Lush, a customer experienced an allergic reaction. Upon reaching out to Lush’s team with details and receipts, they were guided through the return process and received a refund for the product with a sincere recommendation for alternatives more suited to their skin type.
• Late Delivery: A customer ordered a gift set for a special occasion, but the package arrived later than expected. After inquiring with customer service about the delivery status, they received a compensation refund for the shipping charges, which helped ease their disappointment.
• Subscription Change: One user initially signed up for a monthly subscription box but realized it didn’t suit their preferences. They contacted Lush to switch their plan and were offered a pro-rated refund for the unused portion of their subscription, making the transition smooth and satisfactory.

Tracking your refund status with Lush is a straightforward process thanks to their user-friendly systems and clear communication methods. Here’s how you can efficiently keep an eye on your refund status:

• Check Your Email: Lush sends out refund updates directly to your registered email address. Look for emails titled "Refund Processed" or "Your Refund Status" that provide details about the refund initiation and expected timeline.
• Utilize the Lush App: If you’ve made purchases through the Lush mobile app, you can check the refund status directly within the app. Simply navigate to the "Orders" section to view detailed updates and any notifications regarding your refund.
• Visit Your Account Dashboard: Log into your Lush account on lushsg.com and click on "Order History". Here, you can find a summary of all your orders along with the status of your refund, including whether it has been issued or is still in processing.
• Billing Section: Within your account settings, check the "Billing" section for any refund transactions. This area provides information such as the method of refund and the amount refunded, ensuring you have a clear overview.
• Notifications on Delays: If there are any delays in processing your refund, Lush will communicate them via email or in-app notifications, providing reasons and a new estimated timeline for completion.
• Customer Support: If you have any questions about your refund status, reach out to Lush's customer support through the help section on their website. They're equipped to assist you and can provide specific details regarding your refund.