Política de reembolso
Refund and Return Policy
We want you to be completely satisfied with your purchase. While we do not offer exchanges, eligible items can be returned within 30 days of delivery. Please review the details below to ensure a smooth return process.
Return eligibility
- Products can be returned within 30 days from the delivery date, provided they have not been opened or used.
- Bundles and kits must be returned in full — individual items within a bundle or kit cannot be returned separately.
- Supplements must be unopened with intact tamper-evident seals and at least 6 months until expiration.
- Products bought during promotional times (with discount) and gift cards are final sale and cannot be returned.
Refunds and fees
- Full refunds for eligible returns within 30 days, excluding shipping charges.
- Shipping charges are non-refundable, and we do not provide return labels — you are responsible for return shipping.
- All returns received between 31 and 60 days after delivery will have a 20% restocking fee deducted from the refund.
- No refunds or exchanges will be issued after 60 days from the delivery date.
How to return an item
Step 1: Check your eligibility
Verify your delivery date falls within the 30-day return window.
Step 2: Request a Return Authorization Number
Contact our customer service team at customerservice@mrlulu.store to request a Return Authorization Number (RAN). No returns will be accepted without a RAN.
Step 3: Prepare your return
Once your return is authorized, you'll receive detailed instructions, including the return form and shipping address. Please mail your return to:
Mr. Lulu Skincare
1308 Monte Vista Avenue, Suite 7
Upland, CA 91786, USA
Step 4: Ship the item back
You are responsible for shipping costs. We recommend a trackable shipping method. Forward your tracking number to our customer service team.
Step 5: Receive your refund
Once we've received and inspected your return, we'll let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. It may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since approval, contact us at customerservice@mrlulu.store.
Damages, defects, and wrong items
Please inspect your order upon arrival. If your item is defective, damaged, or you received the wrong item, contact us at customerservice@mrlulu.store within 7 business days of receipt so we can evaluate the issue and make it right. For supplements, please also check the seal, expiration date, and batch number on arrival.
Adverse skin reactions
If you experience an adverse skin response to one of our products, please stop using it and contact us at customerservice@mrlulu.store within 14 days. In the case of a genuine adverse reaction, we may offer a full or partial refund regardless of whether the product has been opened or used — handled case-by-case. Please keep the product and packaging. We may ask for photos to investigate.
If a product doesn't feel right for your skin
Skincare is personal, and finding what works for you takes time and the right guidance. If a product isn't working for you, please reach out to us at customerservice@mrlulu.store or speak with your skin pro. Most concerns — tingling, dryness, breakouts during transition, or layering issues — can be resolved with a small adjustment to how, when, or with what you're using the product.
Opened skincare cannot be returned for hygiene and safety reasons. However, if after troubleshooting the product still isn't right for you, we may offer store credit toward a different product at our discretion. This is handled case-by-case — please don't send the product back, and our team will work with you directly.
Exchanges
We do not offer exchanges. If you need a different product, please return the original item for a refund and place a new order.
Non-returnable items
The following cannot be returned:
- Opened or used skincare products
- Opened supplements, or supplements with a broken tamper-evident seal
- Sale items and gift cards
European Union 14-day cooling-off period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason. Your item must be unused, in its original sealed packaging, and accompanied by the receipt or proof of purchase. Opened skincare and opened supplements are excluded from the cooling-off right under EU law for hygiene and safety reasons. To exercise this right, email us at customerservice@mrlulu.store.
Wholesale and pro account returns
Mr. Lulu may accept returns of unopened, undamaged, unexpired products purchased on a wholesale or pro account, subject to the following terms:
Returns must be requested within 30 days of delivery with a Return Authorization
Number for a full refund or credit.
Returns between 31–60 days after delivery will be subject to a 20% restocking fee.
No returns will be accepted after 60 days from the delivery date.
Bundles and kits must be returned in full — partial returns are not accepted.
Skincare: products must be unopened and in original packaging.
Supplements: only unopened bottles with intact tamper-evident seals and at least 6 months until expiration are eligible.
Damaged or wrongly shipped product must be claimed within 7 business days of receipt.
Customer is responsible for return shipping.
Any returns sought by an end-client of a pro account are the pro account holder's responsibility to arrange in compliance with this policy.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@mrlulu.store.
Products shipped directly to clients (pro recommendations)
Products ordered through a Mr. Lulu pro account and shipped directly to a client are dispensed under the professional recommendation of a licensed skin professional, who has assessed the client's skin and selected the products based on their individual needs.
Because these orders are filled on professional recommendation, they are final sale — non-refundable and non-returnable. This includes products shipped to the client's address as well as products shipped to the pro for hand-off to the client.
If a client has a concern about a product recommended by their pro — including a suspected adverse reaction or a fit issue — they should contact their skin professional directly.