Buyer Return & Refund Policy

You may request to return an eligible item within 5 calendar days of receiving your order, unless a different return period or restriction is clearly stated on the product page.

The return period begins on the date the item is delivered, as confirmed by available delivery records.

Once the applicable return period has expired, we may be unable to accept the return or issue a refund.

Some products may have different return conditions because of their nature. Any applicable special conditions will be clearly stated on the relevant product page.

To be eligible for a return, an item must generally:

• Be unused and unworn, except where reasonable try-on is necessary to assess fit or suitability.
• Be in the same condition in which it was received.
• Not show signs of damage, alteration, misuse, washing, or other use.
• Be returned with its original packaging, labels, accessories, and accompanying materials where applicable.
• Be supported by a valid order number or other information that allows us to verify the purchase.

All return requests are subject to review.

You may contact UpShip Marketplace for a return, refund, replacement, or other resolution where:

• You received the wrong item.
• One or more items are missing from your order.
• The item arrived damaged or defective.
• The item is significantly different from its description or images on UpShip Marketplace.
• You wish to return an otherwise eligible item within the applicable return period.

The resolution will depend on the circumstances of the case and the information available.

If you change your mind, no longer want the item, ordered the wrong product, or no longer require it, a return is not automatically guaranteed.

Change-of-mind returns are subject to the applicable merchant's return policy and the following conditions:

• The product must be eligible for return.
• The product must be unused and in its original condition.
• The return request must be made within the applicable return period.
• The customer may be responsible for the cost of return delivery.

Where a merchant does not accept change-of-mind returns, this may be stated on the product page or communicated during the return process.

Certain products may not be eligible for return except where they are incorrect, damaged, defective, or significantly different from their description.

These may include:

• Perishable goods.
• Personalised or custom-made items.
• Intimate, sanitary, or personal-use products.
• Items subject to hygiene restrictions.
• Hazardous or restricted products.
• Items marked Final Sale or Non-Returnable.
• Products that have been used, worn, washed, altered, or damaged after delivery.

Product-specific restrictions will apply where they are clearly stated on the relevant product page.

Step 1: Contact UpShip Marketplace

Contact UpShip Marketplace through our official customer support channels within the applicable return period.

You may be asked to provide:

• Your order number.
• The item you wish to return.
• The reason for the return.
• Photos or videos of the item, where appropriate.
• Photos of the packaging, particularly where an item arrived damaged.
• Any other information reasonably required to assess the request.

Please do not send an item back before receiving return instructions from UpShip Marketplace.

Step 2: Review

UpShip Marketplace will review your request and, where necessary, consult the relevant merchant.

We may request additional information or evidence.

We aim to provide an initial response within 2–5 business days, although complex cases may require additional time.

Step 3: Return Instructions

Where a return is approved, UpShip Marketplace will provide instructions explaining:

• Where the item should be returned.
• How it should be packaged.
• Whether a return label or other return arrangement will be provided.
• Who is responsible for the return shipping cost.

Depending on the merchant and location, the item may need to be returned to an authorised return location or an UpShip Marketplace-designated return facility.

Customer Responsibility

The customer may be responsible for return shipping costs where:

• They changed their mind.
• They ordered the wrong product.
• The item does not meet their personal preference but is consistent with its description.
• The return does not result from an error, defect, or other qualifying issue.

The applicable return cost will depend on the customer's location and the return destination.

Merchant Responsibility

The merchant may be responsible for return shipping costs where:

• The wrong item was sent.
• The item was damaged or defective before delivery.
• The item is significantly different from its advertised description.
• An error was made in fulfilling the order.

Where appropriate, a replacement or refund may be provided without requiring the item to be returned.

Returned items may be inspected to confirm that the applicable return requirements have been met.

The inspection may include checking:

• Whether the correct item was returned.
• The condition of the item.
• Whether the item has been used, altered, or damaged.
• Whether the original packaging, accessories, and accompanying materials are present where applicable.

Additional information may be requested before a refund or other resolution is completed.

Depending on the circumstances, an approved claim may result in:

• A full refund.
• A partial refund.
• A replacement.
• An exchange, where available.
• Store or marketplace credit, where agreed or offered.

Unless otherwise agreed or required, approved refunds will generally be issued to the original payment method.

Refund processing generally takes 5–10 business days after approval, although the actual time may vary depending on the payment provider, financial institution, merchant, and nature of the transaction. Additional time may be required before the funds appear in the customer's account.

Original delivery or shipping charges may not be refundable unless:

• The return results from a merchant or fulfilment error.
• The wrong item was delivered.
• The item was defective or damaged.
• Applicable law requires otherwise.

Where an order qualified for free shipping, the customer may be responsible for applicable actual delivery or return costs where a change-of-mind return is accepted.

Any applicable deductions will be communicated during the return process where possible.

Exchanges are subject to product availability and the applicable merchant's policy.

Where an item is defective, damaged, or incorrect, the merchant may offer a replacement at no additional cost to the customer.

UpShip Marketplace cannot guarantee that an identical replacement will always be available. Where a replacement is unavailable, another appropriate resolution, including a refund, may be offered.

If an item arrives damaged or defective, please contact UpShip Marketplace as soon as possible and preferably within 5 days of delivery.

Please provide:

• Your order number.
• Clear photographs or videos of the item.
• Photographs of damaged packaging, where applicable.
• A description of the issue.

Please retain the item and its packaging until you receive further instructions.

Depending on the circumstances, we may arrange a replacement, return, repair where appropriate, partial refund, or full refund.

If you receive the wrong item or one or more items are missing from your order, please contact UpShip Marketplace as soon as possible and preferably within 5 days of delivery.

Please provide your order number and relevant photographs or other information.

UpShip Marketplace will work with the relevant merchant to investigate the issue and determine an appropriate resolution.

If an order is marked as delivered but you believe you did not receive it, please contact UpShip Marketplace as soon as possible.

We may review available evidence, including:

• Proof of delivery.
• Delivery confirmation records.
• Tracking information.
• Delivery photographs, where available.
• Communication between the customer and delivery personnel.
• Other relevant information.

Each delivery dispute will be assessed based on the available evidence.

A refund is not automatically issued solely because a customer disputes a completed delivery. Equally, assistance will not automatically be denied simply because an order has been marked as delivered.

Each case will be considered according to its individual circumstances.

Before Processing or Shipment

Customers may request cancellation before an order has been processed or shipped.

We will make reasonable efforts to cancel an order, but cancellation cannot be guaranteed if the merchant has already processed, prepared, or dispatched it. Where cancellation is successfully completed before fulfilment or shipment, a full refund may be issued.

After Shipment

Once an order has been shipped or handed over for delivery, it may no longer be eligible for cancellation.

Where applicable, the customer may request a return in accordance with this policy and the relevant merchant's return conditions.

Customers should not intentionally refuse delivery as an alternative to following the return process.

Where an order is returned because:

• An incorrect or incomplete delivery address was provided.
• The customer was unavailable after reasonable delivery attempts.
• The customer refused delivery without an approved return arrangement.
• The customer failed to collect the order within the required period.

the customer may be responsible for applicable delivery, return, storage, or handling costs.

Any refund may be adjusted to account for applicable costs incurred in processing and returning the order.

A partial refund may be offered where it provides an appropriate resolution to the circumstances.

This may include situations where:

• The returned item shows signs of use or wear.
• Original packaging or accessories are missing.
• The item was damaged after delivery.
• Only part of an order is affected.
• The item does not fully meet the return requirements but the merchant agrees to accept the return.
• A return is unnecessary or impractical and a partial adjustment provides a reasonable resolution.

The amount of any partial refund will depend on the circumstances of the case.

UpShip Marketplace takes fraudulent transactions and abuse of the return process seriously.

A return, refund, or replacement request may be investigated or declined where there is reasonable evidence of:

• False or misleading claims.
• Fraudulent non-receipt claims.
• Returning an item different from the item purchased.
• Deliberately damaging an item.
• Repeated abuse of the return or refund process.
• False information or documentation.

UpShip Marketplace may take appropriate action to protect customers, merchants, and the platform.

UpShip Marketplace may facilitate communication, payment processing, returns, and dispute resolution.

Where UpShip Marketplace provides delivery or fulfilment services, this does not automatically make UpShip Marketplace the manufacturer, owner, or seller of every product listed on the platform.

For questions about this policy, or for assistance with an order, return, refund, or other issue, please contact UpShip Marketplace through our official customer support channels.

Please include your order number whenever possible.