Returns & Exchange Policy

Effective Date: 01/04/2026
Website: www.lupen.in

At Lupen, we take pride in crafting premium leather footwear with precision and care. Each pair undergoes strict quality checks before dispatch. Due to the handcrafted nature of leather shoes, slight variations in texture, grain, and color are natural and are not considered defects.

However, customer satisfaction remains important to us. This Returns & Exchange Policy outlines the terms under which returns, exchanges, and warranty claims are accepted.

1. General Eligibility for Returns & Exchanges

Customers may request a return or exchange subject to the following conditions:

The request must be raised within 5 days of delivery.
The product must be:
Unused, unworn, and uncreased
Returned in original packaging with all tags, accessories, and invoice
Shoes must be tried indoors on a clean surface only.
Any signs of wear will result in rejection, including:
Creases on leather
Scratches, scuffs, or marks on sole or upper
Dirt, stains, or odor

⚠️ Strict Policy:
We do NOT accept returns or exchanges for any worn pair of shoes under any circumstances.

2. Valid Reasons for Return / Exchange

Returns or exchanges are only accepted under the following conditions:

Incorrect size received
Manufacturing defect (covered under warranty)
Product damaged during transit
Customer dissatisfaction (subject to conditions and inspection)

Lupen reserves the sole right to approve or reject any request after inspection.

3. Non-Returnable / Non-Exchangeable Items

The following are not eligible for return or exchange:

Worn or used products
Customized / made-to-order footwear
Products purchased during sale / discount / clearance
Products damaged due to misuse, negligence, or improper handling
Products returned without original packaging or invoice
International orders (unless defective)

4. Return & Exchange Process

To initiate a return or exchange:

📧 Email: support@lupen.in

📧 Alternate: info@lupen.in

📞 Phone: +91 8855804535

Include the following details:

Order ID / Proof of purchase
Reason for return/exchange
Clear images of the product (top, sides, sole)
Unboxing video (mandatory in case of damage claims)
Process Flow:
Request submitted within timeline
Initial approval/rejection within 48 hours
If approved:
Reverse pickup may be arranged OR
Customer may be asked to self-ship
Product inspection at Lupen facility
Final approval/rejection communicated

5. Return Shipping & Charges

Depending on the situation, charges may apply:

Customer Bears Charges If:
Size exchange requested
Customer dissatisfaction (change of mind)
Incorrect size ordered by customer
Address change after dispatch
Failed delivery attempts
Lupen Bears Charges If:
Wrong product shipped
Manufacturing defect confirmed
Transit damage verified with proof

⚠️ Shipping charges (if any) are non-refundable.

6. Refund Policy

Refunds are only applicable for eligible return cases approved by Lupen
Refunds will be processed:
To original payment method (prepaid orders)
Via bank transfer (COD orders) upon sharing details
Timeline: 7–12 working days after approval
Important Notes:
Discounts, coupons, or promotional values are non-refundable
COD and shipping charges are non-refundable
Lupen is not responsible for incorrect bank details provided by the customer

7. Exchange Policy

Exchanges are subject to stock availability
Only same product exchange is guaranteed
If a different product is requested:
Price difference must be paid (if higher)
Remaining balance may be issued as store credit (if lower)

8. Warranty Policy (Manufacturing Defects)

We provide a 3-month warranty from the date of delivery.

Covers:
Stitching issues
Sole detachment
Structural defects
Does NOT Cover:
Normal wear and tear
Leather creasing or softening
Water damage, stains, or scratches
Improper storage or usage

⚠️ Lupen reserves the right to determine whether the issue qualifies as a manufacturing defect.

Resolution:
Repair / Replacement / Store Credit (at Lupen’s discretion)

9. Damaged or Defective Product on Arrival

If you receive a damaged product:

Notify within 48 hours of delivery
Share unboxing video + images
Without proper proof, claims may be rejected

10. Cancellation Policy

Orders can only be cancelled before dispatch
Once shipped, cancellation is not allowed
Refund for prepaid cancellations will be processed within 5–7 working days

11. International Orders

Returns are generally not accepted for international orders
If accepted:
Customer bears shipping + customs + duties
A restocking fee (up to 30%) may apply

12. Quality Disclaimer

Due to the use of genuine leather:

Natural marks, wrinkles, and color variations are not defects
Product color may slightly vary due to screen differences

13. Right to Refuse

Lupen reserves the absolute right to:

Reject any return / exchange request not meeting policy criteria
Refuse service in cases of abuse or fraudulent claims
Modify this policy at any time without prior notice

14. Contact Information

For all return, exchange, or warranty-related queries:

📧 support@lupen.in

📧 info@lupen.in

📞 +91 8855804535
🌐 www.lupen.in