Refund policy

Return & Refund Policy

3-Day Return Policy If you are not satisfied with your order, you can return items within 3 days from the date the product is marked as delivered. The items must be in new, unused condition, with original tags attached, and accompanied by the original Luella receipt/invoice. Returned items should not be washed, worn, or altered.

Mandatory Unboxing Video To be eligible for a return, you must record a clear video of the package being opened. This video is required to validate the condition of the product upon receipt. Please note that returns will not be accepted without this unboxing video proof.

Return Process

  • Returns must be initiated within 3 days of the delivery date.
  • Products should be in their original condition with all accessories, packaging, and the invoice.
  • We provide pick-up services in most locations.

Refunds

  • Refunds will be processed within 15 business days after receiving and verifying the returned product.
  • The refund amount will be credited to your original payment source.
  • Cash on delivery payment will be refunded to your bank account. Please contact us at info@luella.in to provide your bank details.
  • Shipping charges are non-refundable unless the product is damaged or defective (verified via the unboxing video).

Order Cancellation

  • You can cancel your order before the invoice is processed.
  • To cancel, email us at info@luella.in with your unique order number.
  • Cancellations will be processed, and the amount refunded within 15 business days to your original payment method.

Free Gifts If a free gift was included with your purchase, it must be returned along with the product. A prorated deduction of the free gift’s value may apply if it is not returned.

Hygiene Notice Due to hygiene reasons, panties, shapewear, and shorts cannot be returned or exchanged. Please contact us with size-related queries before placing an order.

Customer Support For assistance or questions, please contact our customer support team at info@luella.in. Our support hours are Monday - Saturday from 10:00 AM to 7:00 PM.