Refund policy

UP2ME RETURN & EXCHANGE POLICY

30-Day Return Window

You have 30 days from the date you receive your order to request a return. We want you to love your UP2ME activewear, but we understand that sometimes things don't work out perfectly.

Return Eligibility Requirements

To be eligible for a return, your items must be:
  • Unworn and unused (for hygiene reasons)
  • In original condition with all tags attached
  • In original packaging
  • Accompanied by proof of purchase (order confirmation email is sufficient)
Please note: For health and hygiene reasons, we cannot accept returns on items that have been worn, washed, or show signs of use.

How to Start Your Return

Step 1: Contact us at hola@up2me.co with:
  • Your order number
  • Reason for return
  • Photos of the item(s) if damaged or defective
Step 2: Once approved, we'll provide you with:
  • Return authorization number
  • Secure return shipping address
  • Prepaid return shipping label
  • Clear return instructions
Step 3: Package your items securely and send to the address we provide. This ensures secure processing and proper handling of your return.
⚠️ Important: Items sent without prior authorization will not be accepted.

Shipping Costs

  • FREE return shipping - We provide prepaid labels for all Australian customers
  • Defective/damaged items: We cover all costs and arrange immediate replacement

Damaged or Defective Items

Please inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item:
  • Contact us within 48 hours at hola@up2me.co
  • Include photos of the issue
  • We'll arrange immediate replacement or full refund at no cost to you

Non-Returnable Items

We cannot accept returns for:
  • Items worn, washed, or showing signs of use
  • Sale or clearance items (marked as "Final Sale")
  • Gift cards or digital products
  • Items returned after the 30-day window

Exchanges

For the fastest service, we recommend:
  1. Return your original item following the process above
  2. Place a new order for your desired size/color
  3. This ensures you get your new item quickly without waiting for processing
Need a different size urgently? Contact us - we may be able to expedite the process.

Refund Process

  • Processing time: 2-3 business days after we receive your return
  • Refund method: Original payment method
  • Timeframe: 5-10 business days to appear in your account
  • Notification: You'll receive email confirmation once processed
If you don't see your refund after 15 business days, please contact us immediately.

Questions?

We're here to help! Contact our customer care team: 📧 hola@up2me.co
📱 Instagram: @up2me.active
Our mission is to empower you to feel confident and beautiful. If something isn't right, we'll make it right. ✨