Return & Refund Policy

Return & Refund Policy – LUALOUKIDS

At LUALOUKIDS, we want you to be happy with every piece from our collection. If something isn’t quite right, we’ll do our best to help you in a clear and efficient way.

1. Right to Return

You have the right to cancel your purchase within 14 days from the date you receive your order and return the product without giving any reason, provided our return procedure is correctly followed.

  • Return shipping costs are payable by the customer, unless the item is defective or incorrectly delivered (see below).

  • If a return is not registered and processed according to our procedure, LUALOUKIDS is not obliged to issue a refund.

Important regarding Sale items:

  • Regular sale items (less than 70% discount):
    cannot be refunded, but may be exchanged for another size (if available) or a store credit.

  • Sale items with 70% discount or more:
    no returns, no exchanges, no refunds.

  • Due to hygiene reasons, swimwear items are non-returnable and non-exchangeable.

LUALOUKIDS LTD is registered in the United Kingdom. Our operations and fulfillment are managed from Dubai, United Arab Emirates. 

2. How to Return a Product

  1. Register your return
    Send an email to info@lualoukids.com stating:

    • your order number;

    • the item(s) you wish to return;

    • (optional) the reason for return.

  2. Receive return instructions
    After your request has been received, we will send you:

    • the return instructions; and

    • if applicable, a return label.
      (If no label is provided, you may ship with a carrier of your choice at your own cost.)

  3. Prepare your parcel

    • Items must be unused, unwashed, undamaged, and in the original packaging, with all tags attached.

    • Include the return authorisation or return form, if provided by email.

  4. Ship your return

            - Returns in EUROP/UK  must be sent to our return address in the NETHERLANDS as specified in the return instructions.

    • Returns in the UAE must be sent to our return address in the UAE (Dubai)  as specified in the return instructions.

    • We recommend using a tracked shipment. The customer is responsible for loss or damage during return transit if untracked.

3. Return Costs

  • Defective or incorrect items:
    Return shipping costs are fully covered by LUALOUKIDS.

  • Voluntary returns (wrong size, changed mind, etc.):
    Return shipping costs are paid by the customer.

4. Return Conditions

To be eligible for a return (where allowed):

  • The item must be:

    • unused and unworn;

    • free from stains, odors, and damage;

    • in the original packaging with all labels attached;

    • returned within the specified timelines.

Not returnable / restricted:

  • Sale items with 70% discount or more – no return, no exchange, no refund.

  • Regular sale items – no refund; only size exchange (if available) or store credit.

  • Personalised items made to your request.

  • Hygiene-sensitive items (such as socks or underwear) if opened, worn or without original packaging, unless defective.

5. Refunds

  • After we receive and inspect your return, your refund (if applicable) will be processed within 7 working days.

  • Refunds are made via the original payment method, unless otherwise agreed.

  • You will receive an email confirmation once your refund has been processed.

  • If the returned item does not meet our return conditions, we may:

    • refuse the refund; or

    • deduct a reasonable amount for loss in value.

6. Frequently Asked Situations

The item is damaged or defective

Please email within 48 hours of receipt:

  • send photos of the defect to info@lualoukids.com;

  • include your order number.
    We will offer a suitable solution: replacement (if available) or a full refund.

You received the wrong item

Contact us via email.
We will cover the shipping costs and arrange for the correct item to be sent.

Your order has not arrived

Contact us so we can start an investigation with the carrier.
If the shipment is confirmed lost and cannot be recovered, we will arrange a replacement or a full refund, depending on availability and circumstances.

You want to cancel your order

You may cancel your order as long as it has not yet been shipped.
If the order has already been dispatched, you can return it following this policy after receipt.

7. Summary of Key Timelines

  • Return window: register and ship your return within 14 days from the date of receipt.

  • Processing time: within 7 working days after your return is received.

  • Eligibility: item unused, undamaged, in original packaging, with tags.

  • Exceptions:

    • no returns on personalised items and SWIMWEAR;

    • no returns/exchanges on sale items with 70%+ discount;

    • no returns on opened hygiene items (unless defective).

No restocking fee applies.

8. Contact & Company Information

Website: www.lualoukids.com
Company Name: LUALOUKIDS LTD
E-mail: info@lualoukids.com
Customer Service: Monday – Friday, 09:00–17:00 (uk time)

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