Warranty & Complaints Policy

At LUALOUKIDS, we care deeply about the quality of our products and customer experience. We carefully inspect all items before shipment, but if something is not right, we are here to help.

Warranty

We guarantee that our products are delivered in good condition and are free from manufacturing defects.

If you believe your item is faulty or damaged, please contact us as soon as possible at:

📧 info@lualoukids.com

Please include:

• your order number;
• a description of the issue;
• clear photos of the item.

Under the Consumer Rights Act 2015, customers are entitled to products that are:

• as described;
• fit for purpose;
• of satisfactory quality.

If a manufacturing defect is confirmed, we may:

• repair the item;
• replace the item;
• offer a refund or store credit where appropriate.

Warranty Conditions

This warranty applies only when:

• the product has been used normally and for its intended purpose;
• care instructions have been followed.

The warranty does not cover:

• normal wear and tear;
• accidental damage;
• misuse or improper care;
• damage caused by washing contrary to instructions;
• alterations or repairs made by third parties;
• improper storage;
• damage caused by external factors beyond our control.

Complaints

If you are dissatisfied with our products or service, please contact us directly so we can resolve the matter as quickly as possible.

📧 info@lualoukids.com

We aim to respond to all complaints within 14 working days.

Alternative Dispute Resolution

If we are unable to resolve your complaint directly, consumers in the United Kingdom and European Union may have the option to use an alternative dispute resolution service or online dispute platform where applicable.

For EU consumers, the European Commission’s Online Dispute Resolution platform can be accessed here:

🌐 https://ec.europa.eu/consumers/odr

We always encourage customers to contact us first so we can find a fair and friendly solution together.

Worldwide Customer Care

LUALOUKIDS proudly serves customers worldwide.

Regardless of your location, we aim to treat every customer fairly, respectfully, and in accordance with applicable consumer protection laws.

Our goal is always:

• clear communication;
• reasonable resolutions;
• excellent customer care.