Our team is in China for conferences until May 26.
Order processing may take slightly longer.
Refund &
cancellation policy
Overview
At LupiTools, we aim to ensure customer satisfaction. This Refund & Cancellation Policy explains your rights and our procedures regarding returns, exchanges, and refunds.
1. Right of Withdrawal (EU Consumers)
If you are a consumer residing within the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason, in accordance with EU consumer protection laws.
The withdrawal period expires 14 days after the day you (or a third party appointed by you) receive the goods.
To exercise your right of withdrawal, you must notify us by email at:
You must return the goods within 14 days after informing us of your decision to withdraw.
2. Extended Return Policy (30 Days)
In addition to the statutory 14-day withdrawal period, LupiTools offers a voluntary return policy of 30 days from the purchase date.
If more than 30 days have passed since your purchase, we cannot offer a refund or exchange.
3. Eligibility for Returns
You may be eligible for a return or exchange if:
- The wrong product was sent by us
- The product is defective or faulty upon arrival
- The item is unused and in the same condition as received
- The item is returned in its original packaging
To complete your return, we require proof of purchase (order confirmation or receipt).
4. Return Address
All returns must be sent to:
LupiTools
Alanenweg 18
5342PV Oss
The Netherlands
Customers are responsible for arranging the return shipment unless the return is due to our error (wrong or defective product).
We strongly recommend using a trackable shipping service. We are not responsible for lost return shipments.
5. Shipping Costs
- If the return is due to a defective or incorrect product sent by us, we will cover reasonable return shipping costs.
- If the return is for any other reason (including change of mind outside the 14-day EU withdrawal right), return shipping costs are the responsibility of the customer.
- Shipping costs are non-refundable unless required by law.
If a refund is issued, original shipping fees may be deducted where legally permitted.
6. Non-Returnable Situations
We cannot accept returns or issue refunds in the following cases:
- Items not in original condition, damaged, or missing parts for reasons not due to our error
- Items returned more than 30 days after delivery
- Damage caused by misuse, improper handling, or external factors
- Delays caused by shipping carriers, customs procedures, or force majeure
Please note: Delivery times (typically 1–3 working days for order processing, excluding public holidays) are estimates and not guaranteed delivery deadlines.
If damage occurred during transport, please contact us immediately with photos so we can assess the situation with the carrier.
7. Refund Process
Once your return is received and inspected, we will notify you by email.
We will inform you whether your refund has been approved or rejected.
If approved:
- Your refund will be processed using the original payment method
- Refunds are typically issued within several business days
• • Processing times may vary depending on your payment provider
8. Late or Missing Refunds
If you have not received your refund:
- Check your bank account again
- Contact your credit card provider (processing times may apply)
- Contact your bank
If you have completed these steps and still have not received your refund, please contact us at:
9. Order Cancellation
Orders may be canceled free of charge before they are processed or shipped.
If your order has already been dispatched, cancellation will be handled as a return according to this policy.
