Last updated: August 13, 2026
Thank you for shopping at Lullu Lab. We want you to be completely satisfied with your purchase. As a legal entity established in the European Union (EU), we comply fully with EU consumer protection laws and regulations.
1. Right of Withdrawal (14-Day Cooling-off Period)
If you are a consumer (B2C) residing in the European Union, you have the right to cancel and return your order within 14 calendar days from the date you (or a third party designated by you) physically receive the goods, without giving any reason.
Conditions for Return
To be eligible for a return under the 14-day cooling-off period:
- The item must be unused, undamaged, and in the same condition that you received it.
- The item must be in its original packaging.
- You must provide a proof of purchase (order number, invoice, or receipt).
2. Exceptions to the Right of Withdrawal
According to EU legal regulations, the 14-day right of return does not apply to:
- Custom-made, personalized, or made-to-order products.
- Goods that are liable to deteriorate or expire rapidly.
- Sealed goods that were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.
- Digital goods or services once download/performance has started with your prior consent.
3. How to Initiate a Return
- Notify Us: Contact our support team by email at [email protected] with your Order Number and details about the item(s) you wish to return.
- Pack Your Items: Securely package the goods in their original packaging to prevent damage during transit.
- Ship the Item: Send the package to our physical return address:
UAB Lullu Lab
Attn: Order Returns
Address: S. Daukanto g. 10-409, Palanga LT-00135, Lithuania
Contact Email: [email protected]
Note: Unless the return is due to our error or a defective item, you (the customer) are responsible for paying the direct shipping costs for returning the item. We recommend using a trackable shipping service.
4. Refunds Process
- Inspection: Once we receive and inspect your returned item, we will send you an email notifying you that we have received it and whether your refund is approved or rejected.
- Processing: If approved, your refund will be processed immediately. The payment will automatically be credited back to your original payment method within 14 calendar days of us receiving the returned goods (or receiving proof of shipping).
- Shipping Fee Refunds: If you cancel your entire order within 14 days, we will also refund the original standard delivery cost you paid when placing the order. Express or premium shipping surcharges are non-refundable.
5. Damaged, Defective, or Incorrect Goods
Under EU law, you are entitled to a 2-year legal guarantee for goods that prove to be defective or not as advertised.
If you received a damaged, defective, or incorrect item:
- Please contact us immediately (within 48 hours of delivery) at [email protected].
- Include your order number, a clear description of the defect, and photos/videos of the damage.
- If confirmed, we will arrange a replacement or issue a full refund, including all shipping costs.
6. Business Orders (B2B Purchases)
Orders placed by legal entities, companies, or sole proprietors (B2B transactions with a valid VAT number) are exempt from the EU 14-day consumer withdrawal rights.
B2B sales are considered final unless the product arrives damaged or defective, or unless a separate written agreement has been made.
7. Contact Us
If you have any questions regarding our Return and Refund Policy, please reach out to us:
- Company Name: UAB Lullu Lab
- Company Code (Įmonės kodas): 307506423
- VAT Number (PVM kodas): LT100019637519
- Email: [email protected]
- Phone: +37060158895