RETURN AND REFUND POLICY

Overview & Eligibility

This Return and Refund Policy applies to physical goods purchased directly through upmos.com. Returns are accepted on most categories within the standard 30-day return window, measured from the date of delivery.

Buyers must have a valid Upmos account and the order placed under that account to initiate a return. Gift recipients may exchange or receive store credit using the gift receipt code.

Standard Return Window

The standard return window is 30 calendar days from the date the carrier confirms delivery. Returns initiated after the window has closed will not be processed automatically; case-by-case exceptions may be granted at Upmos’s discretion.

Members of Go (loyalty) receive an extended 60-day window on apparel, footwear, and home-goods categories.

Item Condition Requirements

To qualify for a full refund, returned items must be:

• Unused, unwashed, and in resalable condition.
• In original packaging with all tags, accessories, and documentation included.
• Free of pet hair, food residue, perfume, smoke, or other contamination.
• Accompanied by the original receipt or order confirmation.

Items that fail these conditions may be subject to a restocking fee of up to 25% or refused entirely.

Non-Returnable Items

The following items are not eligible for return:

• Final-sale and clearance items (marked at the time of purchase).
• Custom-made, personalized, or made-to-order goods.
• Digital downloads, software licenses, gift cards, and eGift cards.
• Perishable food, fresh flowers, and live plants.
• Health, personal-care, and intimate-apparel items where the seal has been broken.
• Hazardous materials (paint, batteries, certain cleaning chemicals) regulated by carrier.
• Items missing serial numbers or marked “non-returnable” on the product page.

How to Initiate a Return

1. Sign in to your Upmos account and open Account > Orders.
2. Select the order and click “Start a Return” next to the item.
3. Choose a reason for the return and your preferred refund method.
4. Print the prepaid return label (when applicable) and the packing slip.
5. Drop the package at any authorized carrier location within 14 days of initiating the return.

Return Shipping Costs

Return shipping is free when the return is due to an Upmos error (wrong item, defective on arrival, damaged in transit) or for Go members on eligible categories. Otherwise, a flat return-shipping fee (typically $7.99) is deducted from the refund amount.

International returns require buyer-arranged return shipping; Upmos will provide the return address on request.

Refund Methods

Refunds are issued to the original payment method used at checkout. If the original method is no longer available (closed account, expired card), the refund is issued as Upmos store credit to your account.

For mixed-tender orders (gift card + credit card), the refund is split proportionally across the tenders used.

Refund Processing Times

• Inspection: 2-4 business days after the return is delivered to our facility.
• Refund processed: 1-2 business days after inspection passes.
• Funds posted (issuing bank dependent):
  • Credit / debit card: 3-7 business days
  • PayPal / Apple Pay / Google Pay: 1-3 business days
  • BNPL (Klarna, Afterpay, Affirm): per provider terms, typically 5-10 business days
  • Store credit: immediate

Damaged or Defective Items

If your item arrives damaged or is defective out of the box, contact support@upmos.com within 72 hours of delivery with photos showing the damage and the packaging. We will arrange a free replacement, free return + refund, or partial keep-and-credit at your option.

Wrong Item Received

If you receive an item different from what you ordered, take a photo of the received item next to the packing slip and contact support within 72 hours. We will ship the correct item immediately and arrange a free pickup of the incorrect one.

Exchange Policy

Direct exchanges are supported for apparel, footwear, and accessories within the standard return window. For other categories, return the item for a refund and place a new order for the desired replacement.

Extended Holiday Returns

Orders placed between November 1 and December 31 are eligible for an extended return window through January 31 of the following year, except where prohibited by category-level restrictions (final sale, hazmat, etc.).

International Returns

International orders may be returned within 30 days of delivery; however, return shipping, import duties, and VAT/GST originally paid at customs are not refundable by Upmos. Buyers may pursue duty/VAT recovery directly through their country’s customs authority.

How Can You Contact Us About This Policy?

If you have any further questions or comments or wish to report any problematic Content or Contribution, you may contact us by:

General Contact

• Phone: 1(855)637-2433 (Mon–Fri, 9 AM–5 PM CST)
• General Support: support@upmos.com
• Report Issue: upmos.com/report
• Send Feedback: upmos.com/feedback

Department Directory

Mailing Address

Upmos Inc.
9896 Bissonnet St
Houston, TX 77036
United States