Exchange & Refund Policy

Refunds, Returns and Cancellations Policy

The Lupin Co is committed to providing accurate product information and fair customer service. We carefully consider all refund, return and cancellation requests in accordance with this policy and our obligations under the Australian Consumer Law (ACL).

A change of mind, incorrect product selection or failure to review the information provided on our website does not automatically entitle a customer to a refund, replacement or cancellation.

1. Customer Responsibility Before Purchasing

Customers are responsible for reviewing all relevant product information before completing their purchase.

Product descriptions and listings provide information to assist customers in making an informed purchasing decision. This includes, but is not limited to:

• Product ingredients and nutritional information.

• Product weight, quantity and pack size.

• Product characteristics and intended use.

• Storage instructions and preparation requirements.

• Dietary suitability and allergen information.

By completing an order, customers acknowledge that they have had the opportunity to review the information provided and select products appropriate to their requirements.

The Lupin Co cannot accept responsibility for a customer's failure to read, understand or consider product information that was clearly and accurately available at the time of purchase.

2. Circumstances Where Refunds Will Not Be Provided

Except where required under the Australian Consumer Law, refunds, returns and exchanges will not be provided for:

• Change of mind after placing an order.

• Ordering an incorrect product or quantity.

• Incorrect assumptions about product ingredients, nutritional composition, pack size or intended use where accurate information was provided before purchase.

• A product not meeting a customer's personal taste, preference or expectations where it is otherwise as described and complies with consumer guarantees.

• A customer subsequently deciding that a product is unsuitable for their dietary preferences or requirements where relevant product information was accurately disclosed.

• Failure to review product descriptions, ingredients, nutritional information or other details available on the website before purchasing.

Customers should carefully review all product information and contact us before purchasing if they require clarification about a product's composition or suitability.

3. Discretionary Returns

As a gesture of goodwill, The Lupin Co may, at its sole discretion, consider requests to return unopened products in their original, undamaged packaging and in a condition suitable for resale.

Any such request must be submitted within 14 days of the purchase date.

Approval is not automatic. Each request will be assessed individually, and The Lupin Co reserves the right to decline discretionary returns.

Where a discretionary return is approved, the customer is responsible for all return postage costs. Original delivery charges will not be refunded unless required by law.

This discretionary return provision does not affect a customer's statutory rights under the Australian Consumer Law.

4. Australian Consumer Law – Consumer Guarantees

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law.

Consumer guarantees apply to products purchased from The Lupin Co. Where a product fails to meet an applicable consumer guarantee, customers may be entitled to a remedy depending on the nature and severity of the problem.

This may include circumstances where a product:

• Is faulty or unsafe.

• Is not of acceptable quality.

• Is materially different from its description.

• Does not match a sample or representation made by The Lupin Co.

• Is not reasonably fit for a purpose made known to us before purchase.

Where a product has a major failure, a customer may be entitled to choose a refund or replacement. For a minor failure, The Lupin Co is entitled to provide an appropriate remedy in accordance with the Australian Consumer Law.

Consumer guarantee claims will be assessed on their individual merits. The 14-day discretionary return period and unopened packaging requirements do not apply to claims made under statutory consumer guarantees.

5. Order Cancellations

Customers wishing to cancel an order must contact The Lupin Co as soon as possible.

Cancellation requests received before an order has been dispatched may be considered, subject to the order's processing status.

Once an order has been dispatched, it cannot be cancelled as a change-of-mind request. Customers may submit a return request in accordance with this policy.

Nothing in this section limits any cancellation or refund rights available under the Australian Consumer Law.

6. How to Submit a Refund or Return Request

All requests must be submitted in writing to:

Email: hello@thelupinco.com.au

Please include:

• Your full name.

• Order number.

• Date of purchase.

• The product concerned.

• A clear explanation of the reason for your request.

• Supporting photographs or other relevant evidence, where applicable.

Requests will be reviewed individually. Where further information or an assessment of the product is reasonably required, we will advise you of the next steps.

Where a return is authorised, a return reference number and instructions will be provided. Products must not be returned without prior authorisation, except where otherwise required by law.

7. Return Address

Authorised returns should be sent to:

The Lupin Co
PO Box 580
Fremantle WA 6959
Australia

Customers are responsible for ensuring that authorised returns are packaged appropriately and securely.

Where a return is necessary because The Lupin Co has supplied an incorrect product or a product that does not meet an applicable consumer guarantee, reasonable return costs will be covered in accordance with the Australian Consumer Law.

For discretionary returns, all return postage costs remain the customer's responsibility.

8. Refund Processing

Where a refund has been approved, it will generally be processed to the original payment method.

Processing times may vary depending on the payment provider and financial institution.

We will notify customers by email once a refund has been processed.

All refunds and remedies required under the Australian Consumer Law will be provided in accordance with our legal obligations.

9. Exchanges

The Lupin Co does not offer exchanges for change-of-mind purchases or incorrect product selections.

This does not affect a customer's entitlement to a replacement or other remedy where required under the Australian Consumer Law.