Refund policy

Last Updated: August 26, 2026

We want you to love your BunnyLulu. If something isn't right, here is exactly how returns and refunds work.

1. 30-Day Returns on Every Order

  • You may request a return within 30 days of the delivery confirmation date.
  • This applies to all orders, including items bought on sale or with a discount code.
  • There is no restocking or processing fee.

2. Return Conditions

  • Unused condition: the item must be unused, unwashed, undamaged, with tags attached and in its original packaging (including the collector's tin, gift box, accessories, and any free gifts).
  • Proof of purchase: your order number or order confirmation email.

3. How to Start a Return

  1. Email us at support@bunnyluluoriginal.com with your order number and the reason for the return. We reply within 1 business day.
  2. Receive instructions. We will email you the return address and a return authorization. Please wait for this before shipping; unauthorized returns cannot be processed.
  3. Ship the item using a trackable method and keep the tracking number. Return shipping for change-of-mind returns is paid by the customer. If the item is defective, damaged, or incorrect, we cover return shipping.

4. Damaged, Defective, or Incorrect Items

Contact us within 7 days of delivery with your order number and a photo or short video. We will send a replacement or issue a full refund, including any shipping you paid, at no cost to you.

5. Non-Returnable Items

Only the following cannot be returned unless they arrive damaged or defective:

  • Customized or personalized items
  • Gift cards

6. Exchanges

We do not offer direct exchanges. To swap an item, return it under this policy and place a new order for the item you want.

7. EU Consumers

Customers in the European Union may cancel or return an order within 14 days of delivery for any reason under the EU Consumer Rights Directive. Items must be unused and in original packaging; follow the return process above.

8. Refund Timeline

  • Inspection: we inspect returns within 5 business days of receiving them and email you the outcome.
  • Refund: approved refunds go back to your original payment method within 10 business days. Bank and card processing times vary.
  • If you have not received your refund after 15 business days, email us and we will trace it with the payment provider.

9. Additional Notes

  • International returns: customers outside the U.S. are responsible for any customs duties and international return shipping, except for damaged or defective items.
  • Lost return packages: please use trackable shipping. We cannot refund a return that never reaches us and has no tracking.
  • Order cancellations: if your order has not shipped yet, email us and we will cancel it for a full refund.

Contact

BunnyLulu Original is owned and operated by HOPEWORKS LLC (registered in Colorado, USA).

  • Email: support@bunnyluluoriginal.com
  • Office: 4241 E Lester St, Tucson, AZ 85712, United States
  • Support hours: Monday to Friday; emails are answered within 1 business day.