Refund policy
Return & Refund Policy Lupno | Last updated: April 2026
Our Returns Window
We offer a 14-day return period for change-of-mind returns. This means you have 14 days from the date you receive your order to request a return if you've simply changed your mind.
To be eligible, items must be unused, unworn, and in their original condition with all tags and packaging intact. We're unable to accept returns on items that show signs of use, have had labels removed, or are not in their original packaging.
Your Legal Right to Cancel (Consumer Contracts Regulations 2013)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, you must notify us of your decision to cancel before the 14-day period expires.
To cancel, please contact us at team@lupno.com with your order number and a clear statement that you wish to cancel your order. You may also use the cancellation form at the bottom of this page, though this is not required.
Once you have notified us, you must return the goods to us without undue delay and no later than 14 days after the day on which you informed us of your cancellation.
Return shipping costs for cancellations: The direct cost of returning goods is your responsibility. We recommend using a tracked shipping service, as we cannot accept liability for items lost in transit.
We will issue your refund within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have returned the goods, whichever is earlier. Refunds will be issued to your original payment method.
Faulty, Damaged or Incorrect Items
Your statutory rights under the Consumer Rights Act 2015 apply in full. This means:
- If your item is faulty, not as described, or does not work as expected, you have the right to a full refund within 30 days of receiving it.
- After 30 days and up to 6 months, we will offer a repair or replacement in the first instance. If this is not possible, you are entitled to a refund.
- Beyond 6 months, you may still have rights — please contact us and we will assess on a case-by-case basis.
If you receive a faulty or incorrect item, please contact us at team@lupno.com as soon as possible, ideally within 48 hours of delivery, so we can resolve the issue promptly. Please include your order number and a photo of the item.
We will cover all return shipping costs for faulty, damaged, or incorrect items.
Items That Cannot Be Returned
The following items are excluded from our returns policy:
- Personalised or custom-made items
- Hygiene-related products (such as underwear or swimwear) that have been worn, washed, or had their labels removed
- Sealed hygiene products that have been opened after delivery
- Items that have been altered or damaged after delivery
Unused and unopened hygiene items in their original sealed packaging may still be returned within the 14-day window.
How to Start a Return
Please do not send your item to our business address under any circumstances. Our business address is not a warehouse or return facility — parcels sent there cannot be accepted, will not be delivered, and may be lost in transit without the possibility of recovery. We cannot be held responsible for any items lost as a result of being sent to the wrong address.
Returns are only accepted at the return address provided by our support team on a per-order basis. Any return shipment sent without prior written confirmation from us — including the authorised return address — will not be eligible for a refund.
To initiate a return:
- Email us at team@lupno.com with your order number and the reason for your return
- We will respond within 1–2 business days with your return authorisation and the correct return address specific to your order
- Only ship your item once you have received written confirmation from us with the return address
- Pack the item securely in its original packaging where possible
- Ship to the confirmed return address using a tracked service — we cannot accept liability for items lost in transit
- Once received and inspected at the correct facility, we will process your refund within 14 days
Important: Refunds will only be processed for items returned to the authorised address provided by our support team. Items sent to any other address — including our business address — are not eligible for a refund.
Refunds
Refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
No restocking fees apply. We do not charge any restocking or handling fees for returned items.
We reserve the right to make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics, and functioning.
Right of Withdrawal — Cancellation Form
(You only need to use this form if you wish to cancel your contract. Complete and return it only if you wish to cancel.)
To: Lupno, Flat 7, Hunslet House, Station Road, Corby, NN17 1GA, United Kingdom — team@lupno.com
I hereby give notice that I cancel my contract of sale of the following goods:
- Ordered on: __________
- Order number: __________
- Name of consumer: __________
- Address of consumer: __________
- Signature (if submitted on paper): __________
- Date: __________
Contact
For any questions about returns or refunds, please reach out to us at team@lupno.com. Our team is available Monday to Friday, 9:00 am – 3:00 pm (GMT/BST) and we aim to respond within 1–2 business days.