Returns & Refunds Policy

1. The 30-day window, counted from delivery

You have 30 days from the date your order is delivered to return eligible items for a full refund. The window is counted from delivery, not from the order date, so transit time never eats into your 30 days. Day 30 is the last day you can start a return — the request must reach us by then, even if the parcel is still travelling back to us.

If day 30 falls on a weekend or public holiday, a request sent on the next business day is still accepted. Keep your tracking number: it proves when the return was sent.

2. What can be returned, and in what condition

Eligible items must be unused, in their original condition, with all parts, cables, manuals and packaging included. That means: no signs of use, no scratches or marks beyond opening the box to inspect the item, and the original packaging kept intact as far as possible.

• Can be returned: unused chargers, hubs, cables, stands, earbuds and screen protectors in original packaging, with proof of purchase (your order number).
• Cannot be returned for a change of mind: items that have been used, damaged by use, altered or modified; items missing parts, cables or manuals; earbuds or screen protectors whose hygiene seals have been broken and that have been used; and any item marked final sale on its product page at the time of purchase.
• Damaged, defective or incorrect items are always covered — see section 6. Condition rules for change-of-mind returns do not apply when the item arrived damaged or faulty.

3. How to start a return, step by step

Returns sent without an authorisation number may be delayed or refused, because we cannot match an unlabelled parcel to your order. If you have lost your label, email us and we will reissue it — do not buy your own postage.

4. Return shipping is free — the prepaid label, explained

Every eligible return uses a prepaid label we provide. You pay nothing for return shipping, and no amount is deducted from your refund for postage. The label is for the carrier and service shown on it; using a different carrier or service may mean the parcel is not tracked back to us, so use the label as issued.

If the label does not work at drop-off, or the carrier refuses the parcel, keep the parcel and contact us the same day. We will issue a replacement label or an alternative return route. Do not pay for return postage yourself without asking us first — postage you buy without authorisation is not reimbursed.

5. Inspection and acceptance

When your return arrives, we inspect it against section 2: unused, complete, original packaging. Inspection normally takes 1–2 business days from arrival. You will be emailed the outcome:

• Accepted: your refund is released (section 7) or your exchange is dispatched (section 8).
• Not accepted: we explain exactly why, with photos where relevant, and offer to send the item back to you at our cost or to agree an alternative with you. No refund is released for a return that fails inspection until the issue is resolved with you.

If an item arrives damaged in transit back to us, tell us as soon as we notify you and send us your drop-off receipt — damage in return transit on a prepaid label is not charged to you.

6. Damaged, defective or incorrect items — a faster route

Report damage, defects or wrong items within 48 hours of delivery where you can, with photos, to support@upbright.com. You do not need to wait for the standard return process:

• We arrange a replacement or a full refund, at your choice, including any return shipping — you pay nothing for our mistake.
• If a replacement is chosen, it is dispatched within 1–3 business days of your report being accepted, by FedEx in the US.
• Defects that appear after the 30-day window are handled under the Warranty Policy, not as returns. A defect reported within 30 days is handled under this policy, whichever is more favourable to you.

7. Refunds: where the money goes, and how long it takes

Once a return is accepted (section 5), your refund is released to the original payment method — the same card or account you paid with. We cannot send a refund to a different card or bank account, even if you ask us to, because payment providers only allow refunds back to the original method.

Timing: the refund is released by us within 1 business day of acceptance, and it takes 7-10 business days to appear in the bank or on the card statement, counted from the release date. That 7-10 business day period is your bank or card issuer posting the credit — it is not a delay on our side, and contacting us on day 2 will not speed the bank up. If the credit has not appeared after 10 business days, email us with your order number and we will send you the refund reference your bank needs to trace it.

The refund is for the full purchase price of the returned item(s). Because US shipping was free, there is no shipping charge to deduct. No restocking fee is charged on any eligible return. If only part of an order is returned, only that part is refunded.

8. Exchanges

To exchange an item — for example, a different cable length — start a return under section 3 and place a new order for the replacement. This is faster than holding the replacement until the return arrives: the new order ships under the normal 1–3 business day processing, and your return refund follows sections 5 and 7. Tell us in your return email that an exchange is what you want, and we will link the two orders so the refund and the new shipment are tracked together.

9. Cancelling before dispatch

Orders can be cancelled free of charge before they ship. Email or call us with your order number; if the parcel has not left, we cancel it and refund the full amount to the original payment method, taking 7-10 business days to appear in the bank. Once a parcel has shipped, cancellation is no longer possible and the return process in sections 3–7 applies instead.

10. Sale items

Items bought at a sale price are returnable on exactly the same terms as full-price items, unless the product page marked the item as final sale at the time of purchase. The refund is the price you actually paid, not the pre-sale price. This policy, the shipping policy and the product page together are the complete return terms for every item; no other return condition applies.