Product inspection, receipt and rejection:
When receiving the product, please open the packaging and verify the product before signing for it. If you find that the product packaging is damaged, missing, incorrect, or has quality issues, please take the following steps:
If the selected logistics is DHL Post, it is necessary to have the post office issue a damage certificate and take photos.
Send the photos taken and proof of damage to info@lupugear.com Please also attach your order number. OUPU after-sales customer service will handle your issue.
Customer confirmed receipt:
If you confirm that the product information is correct, the packaging is intact, and there are no quality issues such as damage after accepting the product, please sign and confirm in the "Customer Receipt" column on the front of the shipping order.
Return and exchange regulations:
After you or the consignee you have entrusted signs, you confirm that the product content is correct and the quality is intact. Therefore, OUPU has the right to refuse requests for returns and exchanges based on this reason.
For backpack orders, if there are no damages or product quality issues after receiving the goods, returns will not be accepted.
Instructions for canceling orders and refunds:
If you need to cancel the order or apply for a refund before shipping from our warehouse, please send an email to info@lupugear.com Please attach the order number and refund reason, and customer service will process the application.
If you need to cancel the order after shipping from our warehouse, please also send an email to info@lupugear.com Customer service will process the application.
Processing time and refund cycle:
If the refund is not shipped or returned, OUPU will process the refund within 3 working days after the user requests it.
The refund cycle varies for different payment methods, such as online payment to refund to the payment platform account, which takes 1-3 working days; Bank card online banking payment refund takes 1-7 working days.
The refund cycle may be affected by factors such as banks and payment institutions. Please contact customer service for more accurate information when refunding.
Coupon and account balance refund:
Coupons, cash refunds, and OUPU gift card payments cannot be exchanged for cash and cannot be processed for cash refunds.
Kind reminder: The refund cycle may be affected by various factors, such as payment platforms, banks, etc. If there are any issues with the refund, please contact OUPU's customer service personnel promptly for resolution.