Refund policy
At Upside, we genuinely care about our customers and stand behind the quality of our products. If there is an issue with your order or product, we are happy to offer assistance and work with you to make it right.
Please review our return and exchange policy below before submitting a return request.
Returns & Exchanges Policy
Returns are accepted in the form of store credit only.
We aim to provide a fair and consistent return process for all customers. Initiating a return request does not guarantee approval. All returned items must meet the eligibility requirements listed below.
Return Window
Returns must be requested within 30 days of delivery.
Return requests submitted after 30 days will not be accepted unless the issue involves a confirmed product defect, damaged item, or fulfillment error.
Once a return is approved:
• Items must be shipped within 7 days of return approval
• Tracking must show carrier acceptance within this window
• Returns shipped after this timeframe may be denied
Return Eligibility
To be eligible for a return, all of the following conditions must be met:
• Item must be unworn and unwashed
• Item must be in original condition
• Original tags must be attached
• Original packaging must be included and undamaged
• Item must be free from odors, stains, creasing, damage, or signs of use
For all products, original packaging and protective materials must be included, including any inserts, liners, boxes, bags, tissue paper, or other packaging materials that came with the order.
If any of the above conditions are not met, the return may be denied.
Non-Returnable Items
The following items are not eligible for return or store credit:
• Worn or washed items
• Items missing original tags
• Items returned without original packaging
• Items returned with damaged or destroyed packaging
• Items missing inserts, liners, or protective materials
• Gift cards
• Final sale items
• Items purchased with a discount code are final sale
• Pre-order items, unless there is a confirmed defect or fulfillment issue
We strongly encourage customers to review product descriptions and size guides before placing an order to ensure the best fit.
Discounted Items
Items purchased using a discount code, sale price, or promotional offer are eligible for return only in the form of store credit.
Refunds to the original payment method are not available for discounted orders.
Return Inspection & Denials
All returns are inspected upon arrival.
If a return does not meet our eligibility requirements:
• Store credit will not be issued
• The customer may have the item shipped back at their expense
• Customers will be notified and have 14 days to claim the item
Unclaimed items after 14 days may be forfeited, donated, or discarded.
Return Shipping
Customers are responsible for all return shipping costs unless the item arrived defective, damaged, or incorrect.
Original shipping fees are non-refundable.
Upside is not responsible for lost, stolen, or damaged return shipments. We recommend using a trackable shipping service when sending items back.
Exchanges
Exchanges may be accommodated for eligible items based on availability.
To request an exchange for a different size or item, please contact us at support@shopupsideclothing.com.
Once your exchange request is approved, we will provide return instructions. Customers are responsible for the cost of sending the original item back to us. Once the item is received and inspected, we will ship the replacement item and provide tracking information.
Please note: Exchange items cannot be returned for a refund.
Defective, Damaged, or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery at support@shopupsideclothing.com with photos of the issue.
If the issue is confirmed, we will work with you to resolve it through a replacement, exchange, store credit, or another appropriate solution.
Items that have been worn, washed, or damaged after delivery may not be eligible.
Pre-Order Items
Pre-order items cannot be cancelled, returned, or exchanged unless there is a confirmed product defect, damaged item, or fulfillment error.
Because pre-order items are often produced or reserved specifically for each customer, all pre-order sales are considered final once placed.
Order Cancellations
Orders may be cancelled within 24 hours of purchase as long as the order has not already been processed, packed, or shipped.
Cancellation requests submitted after 24 hours may not be accepted.
Once an order has entered fulfillment, been processed, or shipped, it cannot be cancelled.
Policy Enforcement
This policy is enforced consistently to ensure fairness to all customers. Exceptions are not guaranteed.
Start a Return
To start a return or exchange, please email us at:
support@shopupsideclothing.com
Please include your order number, the item you would like to return or exchange, and the reason for your request.
