Returns and Refunds

1. Product Damage and Filing Claims

If the Customer discovers that the received product is damaged, defective, or has other deficiencies, Lush must be notified at the earliest opportunity, but no later than 14 (fourteen) days from receipt of the goods, by sending an email to customerservice@lush.ee. Later claims will not be considered.

The claim must include at least:

• the order number;
• a description of the defect;
• visual evidence (photos).

If the shipment is externally damaged (including torn, crushed, wet, or otherwise damaged), the Customer is obliged to:

• document the damage immediately with photos;
• notify Lush no later than 24 hours from receipt of the goods.

Failure to fulfill these obligations may make it impossible to determine the cause of the damage, and Lush has the right to refuse compensation or replacement of the product.

In accordance with the Law of Obligations Act, the seller is only liable for non-conformity that existed at the time of delivery of the goods. The seller is not liable for defects that arise after delivery, including those caused by improper use or storage.

2. Right of Withdrawal

The Customer has the right to withdraw from a contract concluded in the online store within 14 (fourteen) days from receipt of the goods.

To exercise the right of withdrawal, Lush must be notified by email at customerservice@lush.ee within the specified period.

The right of withdrawal applies only if:

• the product is unused;
• the product is undamaged;
• the product is in its original packaging;
• a gift set is unopened and in its original packaging.

3. Return of Products

After submitting the withdrawal notice, Lush customer service will provide the Customer with return instructions.

The cost of returning the goods shall be borne by the Customer, unless the reason for the return is non-conformity with the order or defective goods.

4. Refunds

The refund will be made to the Customer’s bank account at the earliest opportunity, but no later than 14 (fourteen) days from confirmation of the return.

Additional Provisions

Products purchased from a physical store can only be returned to the Lush store in Ülemiste Centre at the address Suur-Sõjamäe 4, Tallinn.