Returns

If you have not yet received an email with a shipping confirmation, we can usually still cancel your order. Please contact us directly using the contact form at the bottom of this page, send an email to service@lucybalu.com or call us +49 (0) 89 413259970.

You are legally entitled to a return period of 14 days. With us, you have the option of returning your item in its original condition within the voluntary return period of 30 days after receiving the order.

Unfortunately, we can no longer accept returns after 30 days. If you return products to us after the deadline, we may send them back to you at your expense.

The fees for the return shipments are to be paid by the buyer in case of revocation of the purchase contract according to our General Terms and Conditions (https://lucybalu.com/policies/refund-policy). To ensure a safe return, please pack the goods well protected and reuse the original packaging if possible.  

Please send your return, stating your order number, to:  

LucyBalu GmbH  
Baaderstraße 17 
80469 München     

Please always keep a record of the tracking number of your return shipment.

As soon as we have received and checked your return, we will issue the refund as soon as possible. 

If the item is in its original condition, you will be refunded 100% of the purchase price if you return it within the deadline.

Please understand that we cannot refund 100% of the purchase price for damaged, assembled, labelled and used items - this also includes products made of wool and fabrics that are covered in cat hair. This also applies if you send back the return within your cancellation period.

The amount of the refund will depend on the damage or signs of use. You are welcome to contact us before returning the goods (directly via the contact form below, or by email to service@lucybalu.com) if you would like to know the approximate value of the refund.

Please pack the goods completely and well protected when returning them and reuse the original packaging if possible. Each item will be carefully checked by us on arrival.

Under normal circumstances, you will receive your refund within 10 days. The refund will be made to the original payment method. Make sure to keep the tracking number of your return so that it can be tracked.

The fees for the return shipments are to be paid by the buyer in case of revocation of the purchase contract according to our General Terms and Conditions (https://lucybalu.com/policies/refund-policy). This also applies to the exchange of goods.

Gerne stehen wir dir bei der Auswahl von Katzenmöbeln und Accessoires beratend zur Seite. Wende dich bei Fragen immer gerne an unser Customer Happiness Team, direkt über das Kontaktformular weiter unten, oder schreibe eine Mail an service@lucybalu.com.

If something doesn't arrive the way you expected it to, we will certainly find a solution. If you notice a defect in your product within the statutory warranty period, please get in touch with our service team. Contact us directly using the contact form at the bottom of this page, send an email to service@lucybalu.com or call us on +49 (0) 89 413259970.

Unfortunately, a direct exchange is not possible. However, you are welcome to return the item you would like to exchange and order the new item through the website.

If you want to exchange a part of the product that is not available on the website, please contact us directly via the contact form, write an email to service@lucybalu.com or call us on +49 (0) 89 413259970.

As you will be returning your item in the same way as a return, our voluntary 30-day return period also applies here.

Die Gebühren für die Rücksendungen  sind  gemäß unserer Allgemeinen Geschäftsbedingungen (https://lucybalu.com/policies/refund-policy).