Refund Policy

RefundsWe want you to be completely satisfied with your Lu products! If you feel that a product you purchased doesn't perform the way you expect, please contact us at We love to hear your feedback; trust us when we say we are always eager to improve. Our goal is to transform your hair, so you can feel empowered and confident with your everyday look! 

Refund Policy

In the rare case that you're not happy with your purchase, let us know within 20 days of the original ship date for a full refund.  

  • You don't need to return the product.
  • Refunds will be credited to the original payment method.
  • Items must be purchased directly on Unfortunately, we cannot receive returns or process exchanges on Amazon US. Please contact their customer service team for information on their return policy.

NOTE: As of 29 /11/ 2021, The Lu Beauty Collection is non-refundable. Please only reach out in case of damaged items for orders containing this item. 

To request a refund, follow these steps:

  1. Begin by filling this survey. Your feedback helps us improve to create a better experience for our community.
  2. Send an email to with your name & order number (if you don't have your order number, please send your email with your name and address).
  3. In case of damaged items, please share visual proof in order to receive a replacement, refund, or store credit. If we do not receive visual proof of damage, we will not be able to complete the refund.
  4. Our team will reach out to you shortly after. We will do our best to make sure you are paired with the right product, get a full refund or get store credit.

Shipping is always non-refundable.

Note: It may take some time before the bank issues the refund to your account.

Damaged, broken, or wrong items.  If your product is damaged, broken, or we shipped the wrong item, share some pictures with us at We will take extensive measures to minimize such errors during fulfillment and will send a replacement right away!

Once you have provided this information to us, we will send you an email to notify you that we have received your survey or pictures. We will also notify you of our resolution of your inquiry. 

It may take some time before your issue is resolved, but you may contact us at if you need additional guidance.

Can I change or cancel my order once it has been placed?

If you need to make a change or cancel an existing order, please contact and add your order number and name.

Last Revised:  January 26, 2021