Refund policy

At Upicko, we want you to feel confident shopping with us. Because many of our products ship directly from our fulfillment partners, our return and refund process works a little differently than a typical retail return. Please read this policy carefully so you know exactly what to expect.

Your Refund Window

If there's a genuine problem with your order, please contact us within 21 days of the delivery date. This gives us enough time to investigate and resolve the issue properly. Requests made after this window may not be eligible for a refund or replacement.

What's Covered

We will offer a full refund or a free replacement in the following cases, provided the required evidence below is submitted:

You received the wrong product
Your item arrived damaged or defective
Your item arrived with parts missing that affect how it works
Your order never arrived, and tracking confirms it was lost in transit (not delivered)

Evidence We Require

To process any refund or replacement request, we require:

Your order number
Clear, unedited photos or a short video that clearly shows the issue and the product received, including its original packaging and shipping label where applicable
For non-delivery claims where tracking shows the package as delivered, a written non-delivery confirmation from your local postal carrier

We're unable to process a refund or replacement without this information. Requests submitted without sufficient evidence, or with evidence that does not clearly match the order in question, will not be approved. We reserve the right to request additional information before making a final decision, and to make the final determination on whether a claim qualifies under this policy.

How Refunds and Replacements Work

Because our products are shipped from international fulfillment centers, asking customers to mail items back is often slower, costlier, and riskier than the item is worth — packages can take months to arrive and are frequently lost along the way. For this reason, we do not offer mail-back returns. Instead, approved claims are resolved with a full refund or a free replacement, whichever makes the most sense for your situation.

What's Not Covered

To keep this policy fair and realistic for everyone, the following situations are not eligible for a refund or replacement:

Change of mind after placing an order
Ordering the wrong size, color, or item by mistake
An incorrect or incomplete shipping address provided at checkout
Orders confirmed as delivered by tracking, where the carrier shows successful delivery and no postal non-delivery confirmation is provided
Minor cosmetic differences that don't affect how the product works (e.g. slight color variation, small packaging wear)
Claims unsupported by the evidence described above, or evidence that appears unrelated to the order in question

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. We can offer a full refund only if your order has not yet been processed for shipment. Once an order has been dispatched, it can no longer be cancelled.

Lost or Non-Delivered Packages

If tracking shows your package as delivered but you haven't received it, please first check with neighbors, building management, or your local post office, as packages are sometimes held for pickup. If you still believe your package is missing, contact us — please note that a written non-delivery confirmation from your local postal service will be required before a refund or replacement can be issued, in line with our fulfillment partners' own requirements.

Repeat or Unsubstantiated Claims

We handle every request in good faith and want every genuine issue resolved fairly. However, Upicko reserves the right to decline refund or replacement requests, decline future orders, or restrict an account where we identify a pattern of repeated, unsubstantiated, or inconsistent claims. This policy exists to protect fair pricing and reliable service for all of our customers.

Payment Disputes & Chargebacks

If you have a concern about your order, we ask that you contact us directly first so we can resolve it quickly. Filing a payment dispute or chargeback before giving us the opportunity to investigate may delay resolution, since we will need to provide your order, delivery, and communication records to your payment provider as part of that process.

Processing Time

Most refund or replacement requests are reviewed and resolved within a reasonable timeframe once we have the information we need. Some cases may take longer if additional investigation is required. We'll keep you updated throughout the process.

How to Start a Request

To request a refund or replacement, email us at support@upicko.com with your order number, a description of the issue, and the supporting evidence described above. We'll get back to you as soon as possible.