Refund policy

30-Day Return Policy

We offer a 30-day return window, meaning you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

  • the item must be unused, unworn, uninstalled
  • in original condition
  • with all tags, labels, and packaging
  • and you must provide proof of purchase

How to Start a Return

To initiate a return, contact us at:
info@upagain.com.au

We will provide instructions on how to return your item.

Order Cancellations

Before Dispatch

If you request to cancel your order before it has been shipped:

  • we may approve the cancellation
  • your refund may be reduced by:
    • payment processing fees (up to 4%)
    • any shipping costs already incurred

Pre-Orders

If you cancel a pre-order:

  • a restocking/cancellation fee of up to 10% may apply

Order Rejection

We reserve the right to cancel or reject any order before dispatch.
If we do, you will receive a full refund of the purchase price.

Damaged, Faulty or Incorrect Items

You must inspect your order upon delivery.

If your item is:

  • damaged
  • faulty
  • incorrect
  • or not as described

you must notify us within 3 days of delivery at info@upagain.com.au

You may be required to provide:

  • photos of the issue
  • a description of the problem

Your Rights Under Australian Law

Our products come with guarantees under the Australian Consumer Law.

You are entitled to:

  • a refund or replacement for a major failure
  • compensation for any other reasonably foreseeable loss
  • repair or replacement if the item is not of acceptable quality

These rights cannot be excluded.

Returns for Defective or Faulty Goods

We will provide a repair, replacement or refund where:

  • the item is faulty or not of acceptable quality
  • the item is not fit for its intended purpose
  • the item does not match its description or sample

We may require the item to be returned for assessment before issuing a resolution.

Change of Mind Returns

We may accept returns for change of mind, subject to the following:

  • requests must be made within 30 days of delivery
  • a restocking fee of up to 10% may apply
  • return shipping is at your cost

Items must:

  • be unused and uninstalled
  • be in original packaging
  • include all tags and accessories
  • be in resaleable condition

Non-returnable items (unless required by law):

  • customised or personalised products
  • special order items
  • clearance or final sale items
  • hygiene-sensitive products

Return Shipping

Unless the item is faulty or required by law:

  • you are responsible for return shipping costs
  • we recommend using a tracked shipping method

Refunds

Once your return is received and inspected:

  • we will notify you of the outcome
  • if approved, your refund will be processed to your original payment method

Refunds are typically processed within 14 days.

Important Notes

  • We reserve the right to refuse returns that do not meet the above conditions
  • We are not responsible for items damaged during return transit
  • Original shipping costs are non-refundable unless required by law

Contact

For all return and refund enquiries:

UPagain
Email: info@upagain.com.au