Lucy Refund and Return Policy

Effective Date: August 20, 2026

At Lucy, we want you to be satisfied with your purchase. This Refund & Returns Policy explains when products may be returned, exchanged, or refunded.

1. Eligibility for Returns

To be eligible for a return, the product must:

Be unused and in its original condition.
Be returned with its original packaging, tags, accessories, and documentation where applicable.
Not have been damaged, altered, washed, worn, or used beyond reasonable inspection.
Be accompanied by valid proof of purchase.

Certain products may be excluded from returns because of their nature, condition, or applicable hygiene requirements.

2. Return Period

Customers should contact Lucy within 7days of receiving their order to request a return or exchange.

Products returned after the applicable return period may not be accepted unless required by applicable law.

3. Damaged or Incorrect Products

If you receive a product that is damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible.

Please provide:

Your order number.
A description of the issue.
Clear photographs or videos showing the product and packaging where appropriate.

After reviewing the claim, Lucy may offer a replacement, exchange, repair, or refund, depending on the circumstances and applicable law.

4. Change of Mind

If you simply change your mind after purchasing a product, eligibility for a return or refund depends on the product category and Lucy’s applicable return conditions.

Products that have been used, damaged, altered, or otherwise made unsuitable for resale may not qualify for a change-of-mind return.

5. Non-Returnable Items

Unless otherwise required by applicable law, certain products may not be eligible for return, including products that:

Have been personalised or customised specifically for a customer.
Have been used or damaged after delivery.
Cannot reasonably be resold for hygiene or safety reasons.
Are otherwise identified by Lucy as non-returnable before purchase.

6. Refunds

Once an approved return has been received and inspected, Lucy will notify you whether the refund has been approved.

Approved refunds will generally be processed through the original payment method where possible.

The time required for the refund to appear in your account may depend on your bank or payment provider.

7. Delivery Charges

Original delivery charges may not be refundable where a return is caused by a change of mind, subject to applicable law and the specific circumstances of the order.

Where Lucy sends an incorrect, defective, or damaged product, Lucy may cover reasonable return or replacement delivery costs.

8. Return Shipping

Unless the product is defective, damaged, incorrect, or otherwise covered by Lucy’s responsibility, the customer may be responsible for the cost of returning the product.

Customers should contact Lucy before sending a return to receive the appropriate return instructions.

9. Exchanges

Where an exchange is approved, the replacement product will be subject to availability.

If the requested replacement is unavailable, Lucy may offer an alternative solution, including a refund where appropriate.

10. Refund Exceptions

Lucy may decline a return or refund where there is reasonable evidence that:

The product was damaged after delivery through customer misuse.
The product has been altered or modified.
The product was used beyond reasonable inspection.
The return does not meet the applicable eligibility requirements.
The customer provides inaccurate or fraudulent information.

Nothing in this policy is intended to remove or restrict any rights that cannot legally be excluded under applicable Nigerian law.

11. How to Request a Return or Refund

To request a return, exchange, or refund, contact Lucy through the contact information provided on our website.

Please include:

Full name.
Order number.
Product purchased.
Reason for the request.
Supporting photographs or other evidence where relevant.

Lucy will review the request and provide further instructions.

12. Processing Times

Return requests are reviewed after the product has been received where a physical return is required.

Approved refunds are initiated within a reasonable period after approval. The final time for funds to reach your account may depend on the relevant bank or payment provider.

13. Fraudulent or Abusive Returns

Lucy reserves the right to investigate suspicious or repeated return activity and may refuse future returns where there is reasonable evidence of fraud or abuse, subject to applicable law.