We want you to be completely satisfied with your purchase. If you are not, we’re here to help. Below are the guidelines for returns based on product conditions.
General Return Information
- Return Window: You have 15 days from the date of receipt to request a return.
- Eligibility: Returns are accepted for both defective and non-defective products.
- Condition: Items must be returned in their original condition, unused, and with all original packaging and tags intact.
Damaged Products
- If your product arrives damaged or defective, we apologize for the inconvenience. Please follow these steps:
- Contact Us Immediately: Notify our customer service team within 15 days of receipt. Please provide photographs of the damaged item and packaging to help us assess the issue quickly.
- Return Process: Once your damage claim is verified, we’ll issue a return label for you to send the item back.
- Replacement/Refund: After we receive the damaged product, we will send you a replacement or process a refund, depending on availability and your preference.
Defective Products
- If the product is found to be defective, we will gladly accept returns within 15 days from the delivery date. Please:
- Report the Issue: Reach out to customer service with details of the defect.
- Return Instructions: We’ll provide you with return instructions and a prepaid return shipping label.
- Replacement/Refund: Once the defective item is received, we will process a replacement or a refund, whichever you prefer.
Non-Defective Products
- If you simply change your mind or no longer want the product, returns for non-defective items will be accepted within 15 days of receipt. However, the following conditions apply:
- Original Condition: The item must be unused, unwashed, and in its original condition with all original packaging.
- Return Shipping: You will be responsible for return shipping costs unless the return is due to our error.
- Restocking Fees: A restocking fee may apply to certain items. This will be clearly stated at the time of purchase.
How to Return an Item
- Contact Us: Reach out to our customer service team via email or phone.
- Provide Details: Include your order number, product details, and reason for return.
- Return Authorization: You will receive a return authorization and instructions on how to return the item.
- Ship the Item Back: Follow the provided return shipping instructions, and be sure to keep your tracking number for reference.
Exclusions
- Certain products, such as personal care items or custom-made goods, may not be eligible for return. These exclusions will be specified at the time of purchase.
Refund Process
- Refunds will be issued once we have received and inspected the returned item. Refunds will be processed to your original payment method. Please allow 7-10 business days for the refund to appear on your account.
If you have any further questions about our return policy or need assistance, please don’t hesitate to contact us. We’re here to help!
Thank you for shopping with us!
Customer Service Contact:
Email: support@upsidedown.shop