Return Policy Lush

Shopping at Lush is a treat for the senses, but sometimes a product just isn’t the right fit. That’s why understanding the Lush return policy is key to a stress-free experience. Whether you have a reaction, simply change your mind, or recieved a gift that wasn’t quite right, this guide will walk you through everything you need to know.

We’ll cover the time frames, condition requirements, and the different processes for in-store and online returns. You’ll learn how to get a refund, exchange, or store credit, and what to do with products that have been used. Let’s make sure you can shop with total confidence.

Lush’s return policy is famously generous and built on a foundation of trust. They call it their “Happy People Policy.” The core idea is simple: if you’re not happy, they’re not happy. They stand by their products and want you to be completely satisfied with your purchase.

This policy applies to all Lush markets, though there might be slight regional variations. We’ll focus on the core principles that are standard in places like the US, UK, Canada, and Australia. Always check your local Lush website for the most precise details for your country.

What Can You Return to Lush?

Lush accepts returns on a wide range of items. The general rule is that the product must be in a resalable condition. Here’s a breakdown of what typically qualifies:

Unused Products: Any product that is sealed or appears untouched, with original packaging if possible.
Gently Used Products: This is where Lush shines. If you tried a skincare item or a shampoo and it didn’t work for your skin or hair, you can often return it even if it’s been used.
Faulty or Damaged Items: Products that arrive damaged or are defective.
Wrong Items Sent: If your online order contained a mistake.
Unwanted Gifts: Items received as presents that you’d like to exchange or return for credit.

Products With Special Considerations

Some items have specific guidelines due to their nature:

Fresh Face Masks: These have a very short shelf life and are usually final sale, especially if purchased cold from the fridge in-store.
Digital Products: Gift cards and e-gift cards are non-returnable.
Sale Items: Policies on discounted goods can vary; sometimes they are final sale. It’s best to ask at the time of purchase.

The 30-Day and 90-Day Return Windows

Lush typically offers two return windows. It’s important to know which one applies to your situation.

30-Day Policy (Standard): For most returns, especially change-of-mind returns, you have 30 days from the date of purchase. The product should be in its original, resalable condition with at least ¾ of the product remaining.
90-Day Policy (For Ethical Returns): This is their most generous policy. If a product caused a reaction, didn’t perform as expected, or you just genuinely didn’t like it, you have up to 90 days to bring it back. Even used products are accepted under this policy. This is the heart of their commitment to customer happiness.

Step-by-Step: How to Return to Lush In-Store

Returning an item to a physical Lush shop is usually the quickest and easiest method.

Gather Your Items: Bring the product(s) you wish to return. If you have it, bring the original receipt or packing slip. If it was a gift, try to have the gift receipt.
Visit Any Store: You can go to any Lush store, not just the one where you made the purchase.
Explain the Reason: Let a friendly staff member know why you’re returning the item. They’re trained to help without judgement.
Choose Your Resolution: You can usually opt for a full refund to your original payment method, an exchange for another product, or a gift card/store credit.
Complete the Transaction: The staff will process your return. You’ll get a refund receipt or your new products/gift card.

Step-by-Step: How to Return a Lush Online Order

Returning an online order involves a few more steps but is still straightforward.

Contact Customer Care: Start by emailing Lush’s digital customer service team (e.g., wecare@lush.com in the US) or using the contact form on their website. Provide your order number and reason for the return.
Receive Instructions: They will email you a Return Authorization and instructions. Do not send anything back without this authorization.
Package the Items: Securely pack the items you’re returning. You can use the original box if you have it. Include the return authorization slip inside the package.
Ship the Package: You are typically responsible for the cost of return shipping, unless the return is due to an error on Lush’s part (like a wrong item sent). Use a trackable shipping service.
Wait for Processing: Once the return is recieved at their warehouse, it will be processed. Refunds are usually issued to the original payment method within 5-10 business days.

Refunds, Exchanges, and Store Credit

What you get back depends on your situation and preference.

Refund to Original Payment: This is standard for items returned within 30 days in new condition, or for faulty items. It can take several days for the funds to appear in your account after processing.
Exchange: You can directly swap an item for something else of equal value, or pay the difference if you choose a more expensive product.
Gift Card or Store Credit: This is a common outcome, especially if you don’t have a receipt, are returning a gift, or are past the 30-day window but within the 90-day ethical return period. It’s also a great option if you’re not sure what you want yet.

What About Used Products?

Lush’s approach to used products is what sets them apart. They actively encourage you to bring back something that didn’t work for you.

If you used a moisturizer that broke you out, a shampoo that dried your hair, or a bath bomb you just didn’t enjoy the scent of, take it back. Bring the pot or bottle with at least some product remaining so they can see what it is. Explain what happened. In almost all cases, they will happily offer you an exchange or store credit so you can find something you love. This policy reduces waste from products that would otherwise sit unused in your home.

Tips for a Smooth Return Experience

Keep Your Receipt: It’s the fastest way to process any return and is required for a cash or card refund.
Bring ID: For returns without a receipt, you may need to show a valid ID. Store credit is usually issued in these cases.
Be Prepared to Explain: Staff might ask what you didn’t like about the product. This feedback is valuable to them and helps them recommend better alternatives for you.
Check Online Order Status: For online returns, use your tracking number to confirm delivery to Lush, then allow the full processing time before following up.
Know the Limits: While generous, the policy is not a unlimited subscription service. Consistent, high-volume returns without purchase may be flagged.

Lush’s Return Policy vs. Other Brands

Compared to many cosmetic and bath companies, Lush’s policy is exceptionally customer-friendly. Most brands only accept unopened, unused items with a receipt within 30 days. Lush’s 90-day “it didn’t work for me” policy is rare and reflects their confidence in product quality and their commitment to ethical customer service. They prioritize your satisfaction over a strict corporate rulebook.

Common Questions and Misconceptions

Let’s clear up a few frequent points of confusion.

“I lost my receipt. Am I out of luck?” Not at all. Without a receipt, Lush can usually look up your purchase if you used a credit card or gift card. If not, they can offer you the current selling price on a gift card.

“I bought this six months ago. Can I return it?” For a change-of-mind return, 30 days is the standard limit. However, if the product is faulty (like a broken bottle seal), it’s always worth contacting customer care to explain the situation.

“Do I need the original pot?” For hygiene and identification reasons, yes, you should return the product in its original container if possible, especially for used items. It helps staff identify the product and its ingredients.

Frequently Asked Questions (FAQ)

What is Lush’s return policy?

Lush has a generous “Happy People Policy.” You can return unused items within 30 days for a refund, and used or unsatisfactory items within 90 days for an exchange or store credit.

Can I return used Lush products?

Yes, Lush explicitly accepts returns on gently used products if they didn’t work for you, within their 90-day ethical return window.

How long does a Lush refund take?

In-store refunds to card are instant but may take 3-5 business days to post to your account. Online return refunds can take 5-10 business days after the return is processed at their warehouse.

Can I return Lush products without a receipt?

Yes, but you will likely recieve the current value as store credit or a gift card, rather than a refund to your original payment method.

Does Lush take returns on sale items?

This can vary. Some sale items may be marked as final sale. It’s best to check with staff at the time of purchase or contact customer care for online orders.

What is Lush’s exchange policy?

Exchanges are simple. You can bring an item to any store and swap it for something else of equal value, or pay the difference.

How do I return a Lush gift?

With a gift receipt, you can get store credit. Without one, you may still be able to exchange it or get credit for the current value, subject to manager approval.

Making the Most of Your Lush Experience

Knowing the return policy should give you the freedom to try new things. Don’t hesitate to ask for samples in-store before you buy a full-size product. The staff are knowledgable and can guide you based on your preferences. If something doesn’t meet your expectations, use the policy as it was intended—to find products you truly love and that work for your body. This open approach is part of what makes shopping at Lush a unique and positive experience, ensuring that you never feel stuck with a product that isn’t right for you.