At LULULUKI, we want every customer to shop with confidence. If you're not completely satisfied with your purchase, we're here to help with a simple and transparent return and refund process.

Return Window

You may request a return within 3 days from the date your order is delivered, provided the item is unused, unopened, and meets our return eligibility requirements.

For claims related to shipping damage, leakage upon arrival, missing items, incorrect products, or other delivery-related issues, you must contact us within 48 hours of the delivery time shown by the carrier's tracking information.

Claims submitted more than 48 hours after delivery for these issues will not be eligible for a refund, replacement, or compensation.

Return Eligibility

To qualify for a return, the item must:

• Be unused and in its original condition.
• Be returned with the original packaging.
• Include all accessories, gifts, and promotional items (if applicable).
• Meet all requirements outlined in this policy.

Items that do not meet these conditions may not be eligible for a refund.

Squishy Refund Policy

Squishies are soft sensory toys designed for squeezing and play. Due to the nature of the materials, they are considered consumable products and will naturally experience wear over time.

Before purchasing, please carefully review the following policy:

1. Inspection Upon Delivery

Please inspect your order immediately after delivery.

Any claims regarding:

• Shipping damage
• Product leakage upon arrival
• Missing items
• Incorrect items

must be reported within 48 hours of the delivery time shown by the carrier's tracking information.

Claims submitted after 48 hours will not be eligible for a refund, replacement, or compensation.

2. Unboxing Video Required

A complete, uninterrupted unboxing video is required for all claims involving:

• Shipping damage
• Leakage upon arrival
• Missing items
• Incorrect products

Please begin recording before opening the shipping package and continue recording until all items have been completely unpacked.

Claims submitted without a valid unboxing video may not be eligible for a refund or replacement.

3. Damage After Use

Squishies are designed for gentle squeezing only.

Damage caused after delivery or during use is not considered a manufacturing defect.

This includes, but is not limited to:

• Tearing
• Leakage after use
• Punctures
• Stretching
• Twisting
• Excessive squeezing
• Cutting
• Biting
• Damage caused by pets
• Damage caused by sharp objects
• Normal wear and tear

These situations are not eligible for refunds, replacements, or compensation.

4. Summer Temperature Notice

During periods of high temperatures, squishies may naturally become softer, slightly oily, or experience minor deformation during transportation.

These are normal material characteristics and do not affect normal use.

Minor oil residue, softness, or slight deformation does not qualify for a refund or replacement.

If your product arrives with significant leakage caused during shipping, please contact us within 48 hours and provide the required evidence for review.

5. Product Assessment

LULULUKI reserves the right to determine whether a reported issue is caused by:

• Manufacturing defects
• Shipping damage
• Improper storage
• Misuse
• Excessive force
• Normal wear and tear

Our decision will be based on the evidence provided by the customer.

Non-Returnable Items

The following items are not eligible for return or refund:

• Personalized or custom-made products.
• DIY kits that have been opened or used.
• Opened or used products.
• Squishies damaged after use.
• Products damaged by misuse or excessive force.
• Items returned without original packaging.
• Clearance or final sale items unless defective upon arrival.

How to Request a Return

To request a return, please contact us at:

Email: hello.lululuki@gmail.com

Please provide:

• Order number
• Description of the issue
• Clear photos or videos
• Complete unboxing video (if applicable)

Do not return any item without receiving authorization from our support team.

Return Shipping

Unless the return is due to our error or a confirmed manufacturing defect, customers are responsible for return shipping costs.

We recommend using a trackable shipping method, as LULULUKI is not responsible for lost return shipments.

Return addresses may vary depending on the warehouse or shipping origin.

Refund Process

After receiving and inspecting your returned item, we will notify you of the inspection result.

If your refund is approved:

• Refunds will be issued to your original payment method.
• Please allow 3–7 business days for processing after inspection.
• Actual processing times may vary depending on your payment provider.

Shipping Protection

Orders purchased with Shipping Protection may be eligible for compensation in accordance with our Shipping Protection Policy for covered situations such as:

• Lost packages
• Verified shipping damage
• Covered delivery delays

Shipping Protection does not cover damage caused after delivery or during normal product use.

Important Notes

• Original shipping charges are non-refundable.
• Delivery delays caused by customs inspections, weather conditions, carrier delays, or other events beyond our control are not eligible for refunds unless covered by Shipping Protection.
• Refund or replacement requests submitted more than 48 hours after delivery for shipping-related issues will not be accepted.
• We reserve the right to refuse any claim that does not comply with this policy or lacks sufficient supporting evidence.

Need Help?

If you have any questions regarding your order, return, or refund, please contact us.

Email: hello.lululuki@gmail.com

Our customer support team typically responds within 24 business hours and is always happy to assist you.