The 4-year-old company announced Tuesday that it will issue full refunds for any defective items bought between Jan. 1, 2016, and April 24, 2017.
Customers can get refunds through retailers or online from LuLaRoe.
The multilevel marketing company sold $1.8 billion worth of clothing in the last year, according to Business Insider.
LuLaRoe relies on tens of thousands of “independent retailers” such as stay-at-home parents trying to make extra income.
The retailers buy clothes from LuLaRoe at wholesale prices and then sell them at higher prices to friends, family members and during “LuLaRoe parties” often organized on social media.
The business model is similar to those of well-known multilevel marketing companies Amway, Herbalife and Mary Kay.
Despite the gaudy sales numbers and cruises for top sellers, many are posting videos complaining about the product and their experiences selling it.
LuLaRoe, which says it stands behind the quality and craftsmanship of the clothing, announced two new policies, “Make Good” and “Happiness,” in an effort to keep customers happy.
The Make Good program covers products bought from authorized retailers in the United States between Jan. 1, 2016 and April 24, 2017.
Customers can get a product replacement, a LuLaRoe Gift Card, or a refund for the original purchase price if the product purchased contained a defect in materials or workmanship.
The policy does not, however, cover “damage caused by accident, improper care, negligence, abuse, normal wear and tear, and the natural breakdown of colors and materials that occurs by extended use.”
Customers can return the defective product, including proof of purchase, to a LuLaRoe retailer.
LuLaRoe has also instituted a Happiness policy, which applies to purchase made on or after Tuesday.
It allows buyers, within 30 days of purchase, to return products for any reason to the retailer who sold them for a full refund, credit or exchange.
For 90 days, customers are able to return the products to retailers for credit or exchange.
Anyone who has difficulty navigating the website can call 951-808-5585.AlertMe