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 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

  • 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)

  • 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.