REFUNDS & RETURNS POLICY

Order cancellation

Orders can be cancelled within 24 hours of payment unless product has been shipped.

Order Details Change

Order details can be changed within 24 hours of payment unless product has been shipped.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products:

• Refund processing uses energy and to reach our goal of reducing our carbon foot print, refund fee is charged at 20%.
• If you did not receive the product within the guaranteed time ( 30 days) you can request a refund or a reshipment. 20% refund fee is waived.
• If you received the wrong item or damaged item you can request a refund or a reshipment. 20% refund fee is waived.

We do not issue the refund if:

• Order is still in transit
• Order did not arrive due to factors within your control e.g. providing the wrong address/name
• Tracking information shows it has reached your door and/or it has been stolen/lost
• Order did not arrive due to exceptional circumstances outside the control of upkitch.com (e.g not cleared by custom or delayed by a natural disaster)
• Other exceptional circumstances outside the control of upkitch

To initiate a refund please contact us at support@upkitch.com and customer support will help in the best they can. If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

There has been a lot of cases of customer fraud regarding refunds. If there is a dispute, upkitch reserves the right for final decision.

Exchange & Returns

It’s our internal policy do quality checks before delivery. Sometimes damages do occur by delivery partners which is not within our control however for the sake of customers, we provide exchange or returns for damaged or other unsatisfactory reasons within 30 days after receiving of goods. Please send image/video proof at support@upkitch.com.

All items must be returned in their original condition, unwashed and undamaged.

Refund processing uses energy and to reach our goal of reducing our carbon foot print, exchange fee is charged at 20%. In the special case where the item received are damaged or wrong item, the 20% Exchange & Refund Fee are waived. Customers are to ship the items to us at their own cost and we will provide the refund at item’s cost or reship a new one, whichever the buyer wishes. Shipping is non-refundable. Please contact us first for faster support.

To initiate a return of an item within 30 days, please contact us at spport@upkitch.com and we’ll send you the return address. The customer bears the return shipping cost. After we receive the item, we will approve then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

To initiate an exchange of the damaged or wrongly shipped item for a new replacement, please contact us at spport@upkitch.com and we’ll send you the return address. The customer bears the return shipping cost. 20% Exchange & Refund Fee are waived. After we receive the item, we will approve then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

If there is a dispute, upkitch reserves the right for final decision and we assume you have agreed to all our policies when placing the order.