Unopened and unused items, purchased directly from UPKO USA via upkousa.com, may be returned within 14 days of receipt for a refund in the form of a Store Credit or to the original form of payment. It is always our intention to stand behind our products, and to deal fairly with our customers. We also need to set reasonable expectations, protections, and procedures for our company, staff, and customers. Keeping these considerations in mind, we have set our return policy as follows:
ALL ITEMS BEING RETURNED MUST BE PRE-APPROVED. PLEASE CONTACT CUSTOMER SERVICE FOR A RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA).
How to arrange for a return/ exchange: Please e-mail us at email@example.com so we may provide you with an RMA number. If e-mailing us, please be sure to include your order number, full name, and reason for requesting an RMA.
All returns must include their original packaging, paperwork, manuals, and accessories if applicable. Incomplete returns may result in the package being returned to you. Only items that have an intact manufacturer seal/shrink-wrap can be returned. Items which do not have an intact manufacturer seal, an intact tamper-proof seal, or some other tampering deterrent are not eligible for return under no circumstances. Items being returned should be sent with either a trackable shipping method or one that provides confirmation of delivery. Please be sure to write your RMA number on the outside of your package. Conditions: Due to the nature of our products, and to ensure the health and safety of our customers and staff, we cannot accept returns or exchanges on any item designed to come in contact with the genitals or bodily fluids (saliva, semen, urine, blood, etc.). Once these types of items leave our warehouse they are considered used and unsalable. Returns or exchanges of these types of items will only be accepted in the case of a damaged or defective product. Please be sure to inspect your items upon receipt.
Damaged/Defective: Items that may have been damaged in transit, or defective when received, can be returned for store credit or replacement. Please contact us within 10 days of having received the damaged/ defective item so we may issue you a return authorization and shipping label.
Shipping charges are non-refundable. Customer is responsible for all return shipping fees.
Refunds: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Please note, a refund to the original form of payment will incur a 10% restock fee. 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.