Refund policy

At UP4, we want you to be completely satisfied with your purchase. If you're not happy with your order for any reason, we offer easy returns and exchanges, subject to the policy below.

✅ Returns Eligibility

You may return any item within 14 days of delivery, provided the following conditions are met:

  • The item is unused, unwashed, and in original condition
  • All tags and labels are still attached
  • The item is returned in its original packaging (where possible)
  • The item is not a sale or clearance item
  • We reserve the right to refuse returns that do not meet these conditions.

❌ Non-Returnable Items

We do not accept returns on:

  • Sale or discounted items
  • Underwear or intimate apparel
  • Gift cards

All sale items are final sale.

🔁 Exchanges

If you'd like to exchange your item for a different size or style, please contact us within 14 days. Exchanges depend on stock availability. If the requested item is unavailable, we’ll offer a refund or store credit.

💸 Refunds

Once your return is received and inspected, we’ll notify you via email. If approved, your refund will be processed back to your original payment method within 5–10 business days.

Shipping fees are non-refundable, unless the item was faulty or incorrect.

🚚 Return Shipping

Customers are responsible for return shipping costs for change-of-mind or sizing-related returns.

We recommend using a trackable courier service, as UP4 is not responsible for lost or undelivered return parcels.

🔧 Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us at returns@up4.co.nz within 7 days of receiving your order and include clear photos of the issue.

Once verified, we will:

  • Cover the return shipping cost
  • Arrange a replacement, refund, or store credit
  • Cover the cost of sending the replacement (if applicable)

How to Start a Return

Email us at [returns@up4.co.nz] with the following details:

  • Your name and order number
  • The item(s) you wish to return or exchange
  • Reason for return
  • A clear photo if the item is faulty or incorrect

We’ll get back to you within 2 business days with return instructions.

Need Help?

We're here to help. Reach out any time at [support@up4.co.nz].