At Luup, we want you to feel confident in your purchase.

This Returns & Refunds Policy applies to products purchased from www.luup.com.au and, where applicable, products purchased from Luup in store.

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to a replacement or refund.

If a problem with a product does not amount to a major failure, you may be entitled to have the product repaired or replaced within a reasonable time.

Your rights under the Australian Consumer Law apply in addition to Luup's change-of-mind returns policy.

We have a 30-day return policy, which means you have 30 days after receiving your item or gift to request a return or exchange.

To be eligible for a change-of-mind return or exchange, your item must:

• be in the same condition that you received it;

• be unworn or unused;

• have all original tags attached, where applicable;

• be returned in its original, undamaged packaging;

• not have been opened, used or damaged after delivery; and

• be accompanied by a receipt or other reasonable proof of purchase.

Items sent back to Luup without first requesting a return may not be accepted.

To start a return or exchange, please contact us at hello@luup.com.au.

For approved change-of-mind returns, Luup offers:

• an exchange for another eligible item; or

• store credit issued on a Luup gift card.

We do not generally provide a refund to the original payment method for change-of-mind purchases.

Return postage costs for change-of-mind returns are the responsibility of the customer.

Sale items are final sale.

Sale items are not eligible for change-of-mind returns, refunds or exchanges.

This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged or does not comply with a consumer guarantee.

Certain types of items cannot be returned for change of mind.

This may include:

• perishable goods, including food, flowers or plants;

• custom, personalised or special-order products;

• beauty, skincare and personal care products;

• intimate or personal wellness products;

• products with hygiene seals that have been broken;

• hazardous materials;

• flammable liquids or gases; and

• other items that cannot reasonably be resold for health, hygiene or safety reasons.

If you are unsure whether a particular item is eligible for return, please contact us before sending it back.

These exclusions do not affect your rights under the Australian Consumer Law where a product is faulty, damaged or otherwise does not comply with a consumer guarantee.

Please inspect your order when you receive it.

If an item is defective, damaged or you have received the wrong item, please contact us as soon as reasonably possible so we can assess the issue and make it right.

Please email hello@luup.com.au and include, where possible:

• your name;

• order or receipt number;

• a description of the issue; and

• photographs of the product and packaging.

We may ask you to return the item or provide further information so that we can assess the issue.

Where a product does not comply with the Australian Consumer Law, we will provide an appropriate remedy based on the circumstances.

Luup gift cards are not eligible for change-of-mind returns or exchanges once issued or delivered, except where required by law.

Please refer to our Gift Card Terms & Conditions for information about gift card use, expiry and other conditions.

We understand that a gift recipient may love most of their gift but prefer to exchange an individual item.

Individual Items From Gift Boxes or Gift Bundles

Individual items from a Luup gift box or gift bundle may be exchanged for another eligible item, provided the item:

• is returned within 30 days of being received;

• is unused and unworn;

• is in its original condition;

• has tags attached where applicable;

• is returned in its original, undamaged packaging; and

• is eligible for return under this policy.

Sale items and products excluded for hygiene, health or safety reasons are not eligible for change-of-mind exchange.

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In-Store Exchanges

Individual items from gift boxes or gift bundles may be exchanged in person at Luup Mornington.

Goods cannot be exchanged for cash or a gift voucher. Where an exchange is not made for another item, Luup may issue a store credit for the retail value of the eligible product being exchanged.

If you live outside the Mornington Peninsula, please contact us at hello@luup.com.au or call 03 5977 0718 so we can discuss the available return or exchange options.

Once your return has been approved and you have received return instructions, items should be sent to:

Luup
Home Co. Peninsula, Shop D7
1128–1132 Nepean Highway
Mornington VIC 3931
Australia

Please do not send items back without first contacting us and receiving return instructions.

For approved change-of-mind returns or exchanges, return postage costs are the responsibility of the customer.

If an item is faulty, damaged or does not comply with consumer guarantees, return costs will be handled in accordance with your rights under the Australian Consumer Law.

To request a return or exchange, please fill in the returns & exchanges form here. Or contact:

Email: hello@luup.com.au
Phone: 03 5977 0718

Please provide:

• your full name;

• email address;

• phone number;

• date of purchase;

• order or receipt number, where available;

• whether the item was a gift or part of a gift box;

• the item or items you wish to return or exchange; and

• the reason for your request.

We will review your request and provide further instructions. 

If you have any questions about returns or exchanges, please contact:

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Bearded Dev Pty Ltd trading as Luup

Home Co. Peninsula
Shop D7, 1128–1132 Nepean Highway
Mornington VIC 3931
Australia

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Email: hello@luup.com.au
Phone: 03 5977 0718

This Privacy Policy is intended as a tailored business draft based on Luup's current website, e-commerce and service operations. It is not legal advice and should be reviewed by an appropriately qualified Australian legal professional before publication.