Returns and Refunds
1. Damages and complaints
If the Customer discovers that the received product is damaged, defective, or otherwise non-confronting, the must notify Lush as soon as possible, but no later than 14 (fourteen) days from receiving the goods, by contacting us via email at customerservice@lush.ee. Late claims will not be accepted.
The complaint must include at least:
- order number;
- 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 within 24 hours of receiving the goods
Failure to comply with these obligations may make it impossible to determine the cause of the damage, and Lush reserves the right to refuse compensation or replacement.
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 an online purchase within 14 (fourteen) days from receiving the goods. To exercise the right of withdrawal, the Customer may complete the withdrawal form available on our website. After submitting the form, the Customer will receive an automatic confirmation email.
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.
Product-specific exceptions to the right of withdrawal
The right to withdrawal may not apply to cosmetic products that have been opened or used after delivery and which cannot be resold for hygiene or health protection reasons.
Opening the packaging or briefly inspecting the product (e.g. visual inspection or smelling) does not itself exclude the right of withdrawal. The exclusion may apply only when the product has been used or where its condition has changed in such way that it is no longer suitable for resale for hygiene reasons.
This also includes products without separate factory packaging (naked), which are packed directly in paper or shipping packaging (e.g bath bombs, bubble bars, body scrubs, shower oils and body moisurisers, handmade soaps, shampoo bars, conditioner bars, cleansers, massage bars, foot scrubs, foot bath products and deodorants), where such products have been used or are no longer in a condition suitable for resale for hygiene reasons.
3. Returning goods
After submitting the withdrawal notice, Lush customer service will provide return instructions. The Customer must return the goods without undue delay and no later than 14 days after submitting the withdrawal notice.
Goods can be returned using a return code or by sending them to our parcel lockers:
Smartpost: Tallinn, Ülemiste Centre
DPD: Ülemiste Centre parcel machine
Contact details for returns:
Name: Eetiline Kosmeetika OÜ
Phone: +372 56232371
Email: customerservice@lush.ee
The cost of returning the goods is borne by the Customer, unless the return is due to a defective or incorrect product.
4. Refunds
Refunds will be issued to the Customer's bank account without undue delay, and no later than 14 (fourteen) days from the date the returned goods are received.
5. Order cancellation before dispatch
If the customer wishes to cancel the order before it has been dispatched from Lush, they must contact customer service immediately at customerservice@lush.ee. If the parcel has not yet been shipped, the order will be cancelled and the payment refunded as soon as possible. If the parcel has already been dispatched, the standard withdrawal rules set out in section 2 and 3 apply.
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.
