Note : For all orders placed before 17th April, 2020, please raise RMA with old UP Shop credentials from Legacy Orders and RMA Portal .
If you would like to request a Sales Return*1, a DOA case*2, or a RMA*3. You may follow below instruction:
*1 : You can exercise the right to return an order and opt for a refund within 14 days after receipt of the goods provided, the goods must be purchased at www.up-shop.org, in brand-new and undamaged condition. One way shipping cost will be charged to users, please follow our staff’s instruction to prevent from unnecessary custom duty**.
In case you receive the wrong product or shortage of product, you can also apply for sales return and the shipping cost will be at UP shop.
In case you request an order cancellation after the order is shipped, please follow the standard Sales Return procedure.
*2: If you find yourself having received Dead on Arrival (DOA) goods, you must notify us within 30 days after receiving the goods, The goods are not working straight out of the box, or dead in 30 days in standard working condition. We reserve the right to deduct a restocking fee from your refund if the return does not meet the condition(s) specified--an original and undamaged condition with full and complete packaging including accessories and other material(s). For DOA product, you can choose to swap or full amount refund including the shipping cost.
In the case of NPF(No Problem Found) while you claim a DOA :
- You will be responsible for the cost of two-way shipping.
- You will be responsible for the cost of inspections and diagnostic USD 20.
*3: The product doesn’t perform the function correctly after 30 days. One way shipping cost will be charged to users when the product is in warranty, please follow our staff’s instruction to prevent from unnecessary custom duty**.
**In case users don't follow the return instruction from our staff, the additional cost arising from customs or others will be charged to users.
The goods must be returned to our specified address within 14 days with clear ORDER# and Problem description after we acknowledge your request.