Refund Policy

1. Introduction

At Lupply, we strive to ensure a seamless experience across our entire Platform Ecosystem. This Refund Policy outlines the conditions under which refunds may be issued to customers for orders placed through our services.

2. Refund Eligibility

You may be eligible for a refund under the following circumstances:

• The order was not delivered due to an issue on our end or the merchant's end.
• You received entirely wrong items (subject to verification).
• The merchant canceled the order after payment was successfully deducted.
• Severe quality issues rendering the items unfit for consumption (must be reported immediately).

3. Processing Timeframes

Once your refund request is approved by our support team, we will initiate the refund process. Please note the following strict timeframes:

Weekends and public holidays are not considered working days. We appreciate your patience while your bank processes the reversal.

4. Lupply Wallet Refunds

If you paid for your order using the Lupply Wallet, approved refunds will be credited back to your Lupply Wallet balance almost immediately, allowing you to place another order without waiting for standard banking timeframes. Withdrawals from the Lupply Wallet to a bank account are subject to the standard 3 to 10 working days processing time.

5. How to Request a Refund

• Navigate to your order history in the Lupply app.
• Select the specific order and choose "Help" or "Report an Issue".
• Provide clear details and photographic evidence if required.
• Our support team will review your claim and communicate the outcome.

6. Contact Us

If your refund has not been received after 10 working days, please contact us with your reference number: