Refund policy
Need to return something to us?
Contact us
If you need to return a product to us, contact our friendly Customer Care team, who will be happy to advise you how best to proceed. Please don't send anything before contacting us, as not every item can be sent through standard post. For example, body sprays and perfumes over 30ml cannot be returned by post due to mailing restrictions.
Contact us via
Email: wecaresaudi@lush.sa.com
Telephone (+966) 126974171 - (+966) 553337052
In short
You have a legal right to cancel a contract which starts from the date we confirm your order has been dispatched, which is when the contract between us is formed. If the products have already been delivered to you, you have a period of fourteen days in which you may cancel, starting from the day after the day you receive the products. Days mean calendar days, including weekends and public holidays.
Where you have cancelled a contract and the products have already been delivered to you, you should return them to us as soon as possible and in any event no later than 14 days after the day you inform us of your right to cancel.
Where the products have already been delivered to you, we will process the refund due to you as soon as possible and, in any case, within 14 calendar days after the day on which we receive the returned products, or (if earlier) within 14 calendar days after the day you provide us with evidence that the products were returned to us.
If you are cancelling your order because you've changed your mind, please note that you will have to pay the costs for returning the goods if the goods have already been dispatched.
Damaged goods
If the products that you receive are damaged or faulty or do not match the description given at the time of the sale of those products, please ensure you return them to us within 21 days of receiving them. In this case, you will be offered an exchange or a full refund, after we have received the returned products. In the event of damaged or faulty products or products that do not correspond to the description given at the time of sale, we will pay for additional postage costs.
Nothing in these Terms and Conditions affects your statutory rights as a consumer.
Please note: in some cases you may be able to return an item purchased through this website to a Lush store. To find out if this is possible, please call:us. This service is not available outside of the KSA.
Submit a return request
Click the profile icon in the store's menu, or go to the refund policy or a returns page, and then request a return.
- Sign in to your account by going to https://account.lush.sa.com:
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click "Request return" for the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click "Request return".
If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.