Refunds & Returns

No Quibble Refund or Exchange Policy:

Exchange any product or gift you are not satisfied with, for whatever reason. You, the customer, are always right and if you are not happy with a Lush product, let us find a suitable alternative which will knock your socks off.

 

    1. Returning items due to a change of mind

    Online

    Returning items bought online to our online store is not a problem. Please be sure to reach out to our Customer Care team with your order number to arrange for the items to be collected by our couriers. We ask that you place the unused item back into the original shipping box along with all packaging. For gifting this includes ribbons and tags. Once the items have been delivered back to us - we will issue a refund less the courier charge. 

    Please allow 3-5 working days for refunds to reflect due to bank delays.

    In store

    All instore and online purchases can be returned to anyone of our Lush stores around the country. We ask you return the unused item along with any and all packaging as well as proof of purchase ( for instore purchases this is your till slip, for online purchases this is your unique order number). Should you no longer have the proof of payment we can offer you a product exchange up to the value of the returned product on the date of return. We unfortunately can not offer an in-store credit to be used at a later date. 

    -Returning a product purchased instore:
    Refunds can be made via Card, cash or EFT. However card refunds can only be processed on the card used originally used to purchase the item.

    Exchanges can be made up to the value of the returned product on the date of return. We unfortunately can not offer an in-store credit to be used at a later date.  

    -Returning a product purchased online:
    Refunds can be made via cash or EFT. For a card refund please return the item via our online store.

    Exchanges can be made up to the value of the returned product on the date of return. We unfortunately can not offer an in-store credit to be used at a later date. 

    Please note in store purchases can not be returned online.

    Please allow 3-5 working days for refunds to reflect due to bank delays.

    2. Damaged goods

    Online:
    If the products that you receive are damaged or faulty or do not match the description given at the time of the sale of those products, please ensure you return them to us. Reach out to us at info@lush.co.za or via the live chat on your right. In this case, you will be offered an exchange, or a full refund, after we have received the returned products. In the event of damaged or faulty products or products that do not correspond to the description given at the time of sale, we will pay for additional postage costs.

    Instore:
    If the products that you receive are damaged or faulty or do not match the description given at the time of the sale of those products, please ensure you return them to us. Visit anyone of our stores and we will gladly offer you a full refund or an exchange.