Refunds & Returns Policy
At Lupps, we’re committed to delivering high-quality products and a reliable experience. To maintain fairness and transparency, we’ve outlined a clear return and refund process.
Eligibility for Return or Replacement
You have 30 days from the date of delivery to request a return or a replacement.
To begin the process, contact us at info@lupps.co. After we evaluate your request, we will notify you whether it qualifies for return or replacement.
Eligibility is determined based on product condition, the documentation provided, and compliance with our policies.
How to Submit a Return or Replacement Request
To be eligible, your item must meet all of the following conditions:
- Unused, unworn, and in its original condition
- In original packaging, with tags attached
- Supported by valid proof of purchase
- Pre-approved before being sent back
Returns are not accepted prior to delivery.
Refunds are not issued unless a valid return has been completed in accordance with our policy.
Items sent without prior approval, or to unauthorized addresses, will not be accepted or refunded. These cannot be disputed, replaced, or returned again.
To request a return or replacement, email info@lupps.co with the following:
- Order number
- Date of delivery
- Photo of the product at the time of delivery
- Current photo of the item
- Explanation of the issue
- Photo clearly showing the issue or the defect, damage, or incorrect item
After receiving all required photos and documentation, please allow 24–48 hours for our team to assess your case. We will email you a final decision based on our product standards and policy criteria.
If your request is accepted, you’ll receive return instructions and the correct return address.
Return Shipping
- Return shipping costs are the customer’s responsibility
- Original shipping charges are non-refundable
- Only items sent to an authorized warehouse address will be accepted
Returns sent to freight forwarders, intermediaries, or incorrect addresses will not qualify for refund or replacement.
Prefer a Replacement?
We offer a free one-time replacement only if your item:
- Arrives damaged
- Is defective
- Is incorrect
Replacements require the same documentation as return requests:
- Order number
- Date of delivery
- Photo when received
- Current photo of the item
- Clear explanation of the issue
- Photo clearly showing the defect or error
After receiving your full documentation, please allow 24–48 hours for us to evaluate your case and confirm eligibility. If approved, we’ll ship you a replacement at no cost.
Important notes:
- One replacement per order only
- Replacements are not eligible for a refund later
- Items that show signs of use, damage, washing, or alterations are not eligible
Refund Timeline
Once your return is received at our warehouse, it enters our inspection process, which may take up to 5 business days.
After inspection, we will email you the final outcome of your refund request.
Please note: Refunds are not issued unless a valid return has been completed in accordance with our policy.
Not all returns result in refunds. Refund eligibility depends on policy compliance and the product condition upon return.
If a refund is approved:
- An email will be sent to inform you of the refund process
- Refunds are processed within 2 business days
- Your bank or card provider may require 5–10 business days to complete the transaction
Total time for funds to appear will vary by payment method.
Order Cancellations
Orders are automatically entered into our fulfillment queue immediately after being placed.
Because of this, orders can only be canceled within the first 1 hour.
After that, they cannot be modified or canceled.
Non-Returnable Items
Certain products are not eligible for return, refund, or replacement:
- Custom or personalized items
- Personal care/hygiene products
- Perishable goods or hazardous materials
- Sale items and gift cards
If you're unsure whether your item is eligible, please contact us before placing your order.
Fraud Prevention & Policy Abuse
We monitor return and refund activity to prevent misuse.
We reserve the right to decline service, restrict future purchases, or refuse refund/return/replacement requests in cases involving:
- Repeated or suspicious claims
- Inaccurate or missing documentation
- Attempted policy circumvention
Need Help?
📩 Email us at info@lupps.co — our support team is here to assist you.
By placing an order with us, you agree to this Return & Refund Policy.
We appreciate your understanding and cooperation as we work to ensure satisfaction for all customers.