For refunds or exchanges, please notify us within 7 days upon items delivered date by email only at [email protected]
Items must be in New Condition with original packing slip.
Once you submitted your request, we will provide you a RMA number within 3 business days.
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at [email protected] If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note : Once you received a RMA number, please ship the item back to our center within 5 business days and notify us through email with the tracking number. Shipments made after 5 business days will not be eligible for refunds
You can always contact us for any return question at [email protected]
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If your package is lost in transit, aufup will ship you another one. However, if the status provided by the couriers as delivered, we will not reimburse or ship another unit one.
Package tracking indicated delivered but I never receive my package
If the tracking number provided by the courier indicate delivered but you have not receive your package, please contact them directly with the tracking number provided. If you need to file claim, please contact us and we will provide you a copy of the shipping label so that you can file a claim. Please note aufup will not be responsible for lost packages that indicates as delivered with a valid tracking number.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Notify us within 7 days on items delivery date by email. Instructions will provided. Once you received a RMA number, please ship the item out within 5 business days in order for it to be eligible for exchange.
Each order is eligible for 1 exchange. Once an item has an exchange processed, it will not be eligible for refund or further exchanges.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.