Return Policy

1. Introduction

This Return Policy applies to physical goods purchased across the Lupply Platform Ecosystem. Because we deal extensively in food and grocery delivery, our return policies are strictly tailored to health, safety, and hygiene standards.

2. Food and Perishable Items

If there is a severe quality issue or an incorrect item was delivered, please refer to our Refund Policy. Instead of a physical return, you may be eligible for a replacement or refund upon review of photographic evidence.

3. Non-Perishable Goods

For non-perishable store items or packaged goods (e.g., sealed drinks, household items), returns may be accepted under the following conditions:

• The item is completely sealed, unopened, and in its original packaging.
• The return request is initiated within 24 hours of delivery.
• The merchant agrees to the return (some merchants have specific policies).

4. Incorrect or Damaged Items

If a rider hands you an item that is clearly damaged, leaking, or entirely incorrect, you have the right to refuse delivery of that specific item on the spot. In such cases, the rider will return it to the merchant, and you will be issued a refund or a replacement will be dispatched.

5. How to Initiate a Return or Replacement Request

• Go to your order history in the App immediately after receiving your order.
• Select the order and tap "Report an Issue".
• Take clear photos of the item(s) showing the seal, damage, or discrepancy.
• Submit the request. Our team will coordinate with the merchant to provide a resolution (refund or replacement).

6. Contact Us

For any questions regarding returns or replacements, contact support: