POLICY POSITION: ALL SALES ARE FINAL unless they qualify under the limited exceptions below.
1. ALL SALES ARE FINAL
ULLU does not accept returns simply because a customer has changed their mind, selected the wrong size, ordered the wrong colour, or no longer wants the item.
We do not offer refunds for:
- Change of mind
- Incorrect size selected by the customer
- Incorrect colour selected by the customer
- Incorrect style selected by the customer
- Items that do not fit as expected
- Items purchased during a sale or promotional campaign
- Items purchased using a discount code
- Items purchased as part of a bundle or special promotion
- Items that have been worn, washed, altered or modified
- Items damaged after delivery
- Normal wear and tear
Please check our size guide carefully before placing your order.
2. ELIGIBLE EXCEPTIONS
A return or exchange may only be considered if:
- You received the wrong item;
- You received an item that is damaged or defective upon delivery; or
- The item received is materially different from the item shown on your order confirmation.
Any issue must be reported to ULLU within 48 hours of delivery. Requests made after this period may be rejected.
3. DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective, contact ULLU within 48 hours of receiving your order.
Your request must include:
- Order number
- Full name
- Clear photographs of the item
- Clear photographs showing the defect or damage
- Short description of the issue
- Photographs of the packaging where relevant
Do not return the item before receiving written instructions from ULLU.
If ULLU confirms that the item was defective or damaged before delivery, we may provide a replacement or another appropriate resolution.
4. WRONG ITEM RECEIVED
If ULLU sends the wrong item, contact us within 48 hours of delivery.
We will require:
- Order number
- Photograph of the item received
- Photograph of the product label/tag
- Photograph of the packaging
Once verified, ULLU will provide instructions for the replacement. The incorrect item must remain unused, unworn and unwashed, with all original tags attached.
5. CONDITION OF ITEMS
Any item approved for return or exchange must be:
- Unworn
- Unwashed
- Unaltered
- Free from stains
- Free from makeup, deodorant, perfume or other marks
- Free from pet hair
- Free from odour
- In its original condition
- With original tags attached
- With original packaging where applicable
Items that do not meet these requirements may be rejected.
6. NO SIZE EXCHANGES
ULLU does not guarantee size exchanges. Customers are responsible for selecting the correct size before completing an order. Please review the size guide carefully before purchasing.
If ULLU chooses to approve a size exchange as a goodwill exception, the customer may be responsible for all applicable delivery and handling costs. A goodwill exchange is not an entitlement and does not change this policy.
7. SALE & PROMOTIONAL ITEMS
All sale, discounted and promotional purchases are FINAL SALE.
This includes items purchased using:
- Discount codes
- Launch promotions
- Black Friday promotions
- Flash sales
- Bundle offers
- Clearance promotions
- Influencer/creator codes
- Loyalty discounts
- Referral discounts
- Any other promotional offer
Unless the item is confirmed to have arrived defective, damaged or materially incorrect, promotional purchases cannot be returned or exchanged.
8. REFUNDS
ULLU does not provide refunds for change of mind, sizing issues or ordinary customer dissatisfaction.
Where ULLU confirms that a refund is appropriate due to an approved error or defect, the refund will be processed using the method communicated by ULLU.
In practice, this means a direct bank transfer to an account you provide, since our payment processor can only send money back to the card or account originally used to pay. See How refunds work for the full process.
Original delivery fees are non-refundable unless the issue was caused by ULLU.
9. DELIVERY COSTS
If a return or exchange is approved because ULLU sent the wrong item or an item was confirmed defective upon arrival, ULLU will communicate the applicable delivery arrangement directly with the customer.
For any customer-requested exchange approved as a goodwill exception, the customer may be responsible for the applicable delivery costs.
10. UNCOLLECTED OR REFUSED ORDERS
If a customer refuses delivery or fails to collect an order after repeated delivery attempts, the order may be returned to ULLU. Any additional delivery, storage, return-to-sender or redelivery costs may be charged to the customer.
Failure to collect an order does not automatically create a right to a refund.
11. WRONG DELIVERY INFORMATION
Customers are responsible for providing accurate name, phone number, email address, delivery address, apartment/building information and delivery instructions.
ULLU is not responsible for delivery failures caused by incorrect or incomplete information supplied by the customer. Any additional delivery cost resulting from incorrect customer information may be charged to the customer.
12. ORDER CANCELLATIONS
Orders may only be cancelled if the cancellation request is received before the order has been processed for dispatch.
Once an order has entered processing, packing or dispatch, cancellation may no longer be possible.
Contacting ULLU does not automatically cancel an order. A cancellation is only confirmed once ULLU confirms it in writing.
13. MULTIPLE ORDERS
If you place multiple orders separately, ULLU may process and dispatch them separately. Customers may be responsible for additional delivery charges resulting from separate orders.
14. EXCHANGES ARE SUBJECT TO STOCK
Where an exchange is approved, the requested replacement item or size must be available. If the replacement is unavailable, ULLU may offer an alternative resolution at its discretion.
An approved exchange does not guarantee availability of a particular colour, size or product.
15. HOW TO REQUEST AN APPROVED RETURN OR EXCHANGE
Email: [email protected]
Subject: RETURN / EXCHANGE REQUEST — [ORDER NUMBER]
Include:
- Order number
- Customer name
- Phone number
- Item concerned
- Reason for request
- Clear photographs
- Any other information requested by our customer service team
Do not send an item back without receiving instructions from ULLU.
16. FRAUDULENT OR ABUSIVE CLAIMS
ULLU reserves the right to investigate claims that appear fraudulent, misleading or abusive.
- Repeated unsupported damage claims
- Returning a different item from the one purchased
- Returning used or altered products
- Removing or replacing product tags
- False delivery claims
- False defect claims
- Deliberate damage after delivery
Where appropriate, ULLU may reject the claim and restrict future purchases or returns.
17. POLICY ENFORCEMENT
ULLU reserves the right to refuse any return, exchange or refund that does not meet the requirements of this policy.
Customer service representatives are not authorised to override this policy without management approval.
Any exception granted by ULLU on one occasion does not create a continuing obligation to make the same exception in the future.
18. IMPORTANT NOTICE
PLEASE CHECK YOUR SIZE, COLOUR, STYLE AND DELIVERY INFORMATION BEFORE COMPLETING YOUR ORDER.
Once an order is placed, changes may not be possible.
By completing your purchase, you confirm that you have reviewed your order details and agree to this Return & Exchange Policy.
CONTACT
ULLU CLOTHING Office: 42/244 Kusenla Road, Lekki, Lagos Factory: 29 Agbado Ijaiye Road, Lagos Email: [email protected] Website: ulludesignclub.com