Return Policy

ORDER RETURN/REFUND POLICY:

IMPORTANT: Returns past 45 days are refunded via store credit in the form of a Luelli Gift Card / E-Gift Card. Luelli does not issue store credit for the original shipping charges.

All items discounted by 40% or more are considered final sale and cannot be returned for store credit or refunded to the original form of payment.

 

ONLINE RETURNS:

U.S. Domestic - Please contact us at cs@luelli.com 

International - We do not offer international returns. If you receive products with quality issues, please contact us at cs@luelli.com, we may identify the problem and give you a refund accordingly. 

Please be sure to send us your item(s) back in full accordance with our Return Policy:

We are happy to offer our customers a 45 day results guarantee.

For returns WITHIN 45 days:

  • Please contact us at cs@luelli.com if you have a return request, and we will send you a prepaid shipping label. We cover your shipping costs!
  • Refunds will be issued to the original form of payment.

For returns AFTER 45 days:

  • Refunds are issued via store credit and customers are responsible for returning shipping costs.

Returns are processed within 5-7 days after your items are delivered to us.

Damaged, defective, or incorrect items must be reported within 7 days of delivery with a picture attached.

 

DELIVERY CLAIMS:

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it, please allow 3-5 days for delivery due to the delays and/or lack of scanning within delivery carriers for efficiency in this heightened period. If it still has not arrived after 5 days, please contact Luelli within 10 days to file a claim.

Luelli is not responsible for packages that have been reported stolen, lost or misplaced if carrier marks are delivered and is not obligated to issue refund or store credit for these packages.

Luelli is willing and happy to assist in finding the best solution to get the product to the recipient.

 

RETURNED-TO-SENDER & REFUSED PACKAGES:

With limited exceptions, we do not provide prepaid return labels in these instances. Customers are responsible for covering shipping costs to return the items. Returned-to-Sender or Refused packages will be restocked and you will be issued a refund in the original form of payment if the address was entered correctly.

*no tampering of the address is possible on the label from any in house representative*

We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.

We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

 

RESERVED RIGHTS REGARDING RETURNS:

Once a return is initiated and/or your return label has been printed, your items have 7 days to arrive at your local carrier/postal office to send back to our distribution center in Greenbelt, Maryland. If your items do not arrive within that time frame, Luelli is within its rights to cancel the return.

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history
  • An irregular or excessive returns history involving used, altered, laundered, damaged, or missing items; or
  • Potential fraudulent or criminal activity.

All items sent to our Warehouse will be discarded upon receipt.

 

STORE EXCHANGES:

Because we can't ensure the item required will be available by the time returned items come back to the Distribution Center, except in very limited circumstances, we are unable to accommodate exchanges.

 

DAMAGED/DEFECTIVE/INCORRECT ITEMS:

Should you receive a damaged, defective, or incorrect item, contact our Customer Care team at cs@luelli.com within 7 business days from delivery date. Once we receive your request, we will be in contact with you to address and resolve the issue.

 

RETURNING BY MAIL:

Luelli is not responsible for returns until they reach our Distribution Center in Greenbelt, Maryland. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Luelli is able to refuse issuing store credit for your return. 

All returns must have EXACTLY what was in the original purchase and / or selected to return. Any items missing will cause a fault in the return and is subject to Luelli’s discretion to process a refund of any kind.

 

ORDER CANCELLATIONS & ADJUSTMENTS:

Members are able to cancel or adjust their order 12-24 hours of ordering as long as it is still pending shipment. Please email cs@luelli.com to adjust within the time period.