Refund policy

🔁 Returns & Refunds Policy

At Lupin Gold, we want you to be completely satisfied with your purchase. If something's not right, we'll do our best to fix it.

💛 30-Day Money-Back Guarantee (first bag)

We back Lupin Gold with a 30-day money-back guarantee. Try your first bag, and if it is not for you, we will refund what you paid for it.

This guarantee is separate from, and in addition to, the 30-Day Return Policy set out below. It is the only circumstance in which we accept an opened bag back, and for that first bag it applies instead of the "unopened, unused" condition and instead of the perishable goods exclusion.

What is covered

  • Your first bag of Lupin Gold protein powder only, being the first eligible item on your first order. Additional units on the same order are not covered.
  • Opened is fine. You are meant to try it. We do not require the bag to be unopened, unused, or in its original packaging.
  • You must contact us within 30 days of delivery, using the delivery date shown on your tracking.
  • One claim per customer, per household and per delivery address. This is a one-time guarantee, not a rolling one.
  • You need a genuine, product-related reason. Taste, texture, how it mixes, or how it agreed with you all qualify, and we do not ask you to prove anything. We simply need to know what was wrong so we can improve the product.

What is not covered

  • Change of mind with no product-related reason. If you simply no longer want it, our standard 30-day return policy below still applies to unopened bags.
  • Second and subsequent bags, and any repeat order placed after a claim has been made.
  • Bundles and multi-item packs.
  • Apparel, merchandise and gift cards.
  • Any product other than Lupin Gold protein powder.

How to claim

  1. Email team@lupingold.com.au within 30 days of delivery with your order number and the reason the product was not right for you.
  2. We will confirm your claim and tell you where to send the bag. Please do not send anything back before we confirm.
  3. Return the bag, including any product left in it. Return postage is at your own cost and is not refunded.
  4. Once it arrives with us we refund the purchase price you paid for that bag to your original payment method, normally within 10 business days.

Original shipping charges paid on the order are not refunded under this guarantee.

Your rights under Australian Consumer Law

This guarantee is a voluntary promise we offer in addition to your rights under the Australian Consumer Law. It does not limit, exclude or replace them, and you do not need to rely on this guarantee to exercise them.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

We may decline a claim where no reasonable product-related reason is given, or where we reasonably believe this guarantee is being misused, for example repeat claims made across different accounts, names or delivery addresses. Declining a claim on either basis does not affect your rights under the Australian Consumer Law, which apply regardless of this guarantee.

📦 30-Day Return Policy

You have 30 days from the date you receive your order to request a return.

To be eligible, items must be:

  • In the same condition as received
  • Unopened, unused, and in original packaging (except under the 30-Day Money-Back Guarantee above)
  • Accompanied by your receipt or proof of purchase

📬 How to Start a Return

To begin a return, please email us at team@lupingold.com.au or visit the Contact page on our website. You can also use the chat box in the bottom-right corner of any page.

Once your return is approved, we will:

  • Issue a return shipping label
  • Provide instructions on how and where to send the item

Important: Returns sent without prior approval will not be accepted.

🛑 Damages & Issues

Please inspect your order as soon as it arrives.
Contact us immediately at team@lupingold.com.au if:

  • Your item is defective
  • It arrived damaged
  • You received the wrong item

We'll evaluate the issue promptly and make it right.

🚫 Non-Returnable Items

We do not accept returns for:

  • Perishable goods (e.g. food, flowers, plants), other than a first bag claimed under the 30-Day Money-Back Guarantee above
  • Personal care products (e.g. opened beauty goods)
  • Custom or personalised items
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

If you're unsure about your item's eligibility, feel free to contact us before returning.

🔄 Exchanges

We do not process direct exchanges.
If you wish to swap a product, please:

  1. Submit a return request
  2. Place a new order separately once your return is approved

🇪🇺 EU Customers – 14-Day Cooling-Off Period

If your order is being delivered to the European Union, you are entitled to:

  • Cancel or return your order within 14 days
  • Do so without giving a reason

Item must still be:

  • Unused, unopened, and in original packaging
  • Accompanied by proof of purchase

💳 Refunds

Once your return is received and inspected, we'll notify you of approval status.

If approved:

  • A refund will be issued to your original payment method
  • This may take up to 10 business days to appear on your account
  • Please allow additional time for your bank or credit card provider to finalise processing

If it has been more than 15 business days since approval and you haven't received your refund, please contact us at team@lupingold.com.au.

Note: Refunds are issued for products only, we do not offer refunds on gift cards or non-refundable items.