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CUSTOMER TESTIMONIAL POLICY

Last updated: November 2025

We are excited to hear from you!

We're thrilled that you want to share your thoughts and experience with our products and services.

We love hearing from you! Before you get started, let's make sure you know what to expect.

  • We are Lush Retail Limited (company registration number 03084750) of 29 High Street, Poole, England, BH15 1AB.
  • These guidelines tell you all the rules you need to comply with if you decide to leave a product review/testimonial on the Lush website or Lush app (it will also tell you about how Lush approaches customer reviews/testimonials).

What makes a great review?

  • Your Experience: Write about your personal likes and dislikes about the product, based on your actual experience using it.
  • Your Content: You are the sole author of the content.
  • Genuine: Only express opinions that you genuinely hold about the product.
  • Honest and Unbiased: Be truthful and accurate in your review.
  • Disclose Incentivisation: If you received an incentive to leave a review (for example: a free product or a reward or you are a participant in our Friends of Lush programme or some other financial connection to Lush), always clearly mention that your review is "incentivised".
  • Lawful: Make sure your review complies with the law and is respectful.

What should I avoid?

  • Offensive language: Do not use offensive, inappropriate language or hate speech.
  • Deception: Make sure your review is not deceptive or misleading.
  • Reviewing if you haven't experienced the product or service: Your review should be based on your experience. Please do not write a review if you have not used the product.
  • Concealing incentivisation: Do not hide if a product review has been incentivised or rewarded in any way.
  • Duplicating reviews: Please do not post the same product / service review multiple times.
  • Inappropriate content: When uploading an image with your product review, it must not contain any content with nudity or sexually explicit images. You must not include images or children in any content uploaded with your review.
  • Including personal data: Please do not include the names, address or other personal and/or contact information about people in your review.
  • Misrepresent opinion: Do not imply or suggest your feedback is the opinion of a company or another person if you are not authorised to represent them.
  • Links: Please do not include any links to external websites in your review. Do not post links to phishing or malware sites. You may post links to other products on the Lush website.
  • Illegal content: Please do not include any illegal content (or content that encourages illegal activity) in your review. Illegal activity includes violence, illegal drug use, underage drinking, child or animal abuse, fraud.
  • Infringement of others rights: Only publish content (for example the text in your review and any image or video with it) that you own. Do not post any content that infringes the intellectual property or other proprietary rights of others.

How does Lush approach customer reviews?

  1. We reserve the right to remove any testimonials that do not comply with this Policy.
  2. Reviews can be sorted by most relevant, most helpful, highest or lowest rating, oldest or most recent. What is relevant or helpful depends on a number of factors which includes (but is not limited to) if other customers voted the review as helpful, whether the review included a photo and the relevance of the review to the product.
  3. If you come across a product review that does not comply with this Policy, please report this to us. You can do this by reaching out to Customer Care.
  4. It is important to be aware that customer testimonials and reviews are shared to help other customers discover more about product experience. If you need to contact us with a question or if you have a complaint, you can reach us through Customer Care who are happy to help.
  5. Some of our customers may participate in the Lush Community, Friends of Lush programme or have other connections to Lush. This may mean that these people could receive a benefit for leaving a review - for example, they may have received the product for free - anyone who is incentivised or connected to Lush should disclose this in their review.

Terms and Conditions Customer Testimonials (including images)

These Terms of Use govern your conduct and Lush Retail Limited's rights associated with the Customer testimonials shared by customers on our website and app. These Terms of Use are in addition to the Lush Privacy Policy referred to below. To the extent of any conflict between the Lush Privacy Policies and these Terms of Use, these Terms of Use shall take precedence with respect to the Customer Testimonial Policy. In these Terms of Use, any reference to Lush Retail Limited will be deemed to include a reference to the Lush Group.

By submitting any content to Lush Retail Limited, you represent and warrant that:

you are the sole author and owner of the intellectual property rights thereto; all "moral rights" that you may have in such content have been voluntarily waived by you;

  • you are at least 18 years old;
  • use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity. You further agree and warrant that you shall not submit any content: that is known by you to be false, inaccurate or misleading;
  • that infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
  • that violates any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising);
  • that is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
  • for which you were compensated or granted any consideration by any third party; that includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
  • that contains any computer viruses, worms or other potentially damaging computer programs or files.

You agree to indemnify and hold Lush Retail Limited (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to our Customer Testimonial service provider) harmless from all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

For any content that you submit, you grant Lush Retail Limited a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

All content that you submit may be used at sole discretion of Lush Retail Limited, who reserve the right to change, condense or delete any content on lush.com that Lush Retail Limited deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use. Lush Retail Limited does not guarantee that you will have any recourse through Lush Retail Limited to edit or delete any content you have submitted. Lush Retail Limited reserves the right to remove or to refuse to post any submission for any reason.

You acknowledge that you, not Lush Retail Limited, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Lush Retail Limited, its agents, subsidiaries, affiliates, partners or third-party service providers and their respective directors, officers and employees.

You understand that for the purposes of administering the Customer testimonials it may be necessary for Lush Retail Limited to hold and process your personal data and for your likeness to be in the public domain. Lush Retail Limited will process your personal information in line with our Privacy Policies:

Lush Privacy Policy

Updates to this Policy

We may change this Policy from time to time. When we post changes to this Policy, we will revise the "Last Updated" date at the top of this Policy.

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