Refund policy

Returns Policy

We want you to feel confident in every upbe purchase. If something isn’t quite right, eligible items can be returned within our return window for store credit.

Please note that we do not provide refunds for change of mind, incorrect sizing, colour preference, or personal preference.
Nothing in this Returns Policy limits your rights under the Australian Consumer Law.

Returns Summary

Returns must be requested within 30 days of delivery.
Eligible change-of-mind returns are issued as store credit.
Refunds may be provided where required under the Australian Consumer Law, including for eligible faulty products.
Items must be unworn, unused, unwashed, with all original tags attached and packaging intact.
Returned items must be clean and free from makeup, fake tan, deodorant marks, perfume, odours, pet hair, lint or fluff.
Clearance and final-sale items cannot be returned unless they are faulty or your rights under Australian Consumer Law otherwise apply.
Gift cards cannot be returned or exchanged.

Returns

Return requests must be submitted within 30 days of receiving your order.

If your item isn’t quite right, you may return an eligible item for store credit, which can be used towards another size, colour, style or future upbe purchase.

Returns received outside the 30-day change-of-mind return period may not be accepted.
This timeframe does not limit any rights you may have in relation to faulty products under the Australian Consumer Law.

To qualify for a change-of-mind return, items must be:

Unworn and unused
Unwashed
In their original condition
Returned with all original tags attached
Returned with original packaging where applicable
Free from makeup, fake tan, deodorant, body lotion or cosmetic marks
Free from perfume, smoke, sweat or other strong odours
Free from pet hair, lint and fluff
Neatly folded and returned in the condition in which they were received

Items that do not meet these requirements may be declined.

Try-On

Please take care when trying on your upbe pieces.
We recommend trying garments on before applying makeup, fake tan, deodorant, body lotion or other cosmetic products.
Items showing marks, staining, odours or signs of wear cannot be accepted as change-of-mind returns.
Garments must only be tried on for fit and must not have been worn for exercise, activity or extended periods before being returned.

Ineligible Returns

Change-of-mind returns may be declined where an item:

Shows visible signs of wear
Has been washed
Contains makeup, fake tan, deodorant or other stains
Has perfume, smoke, sweat or other strong odours
Contains excessive pet hair, lint or fluff
Has been damaged after delivery
Is missing original tags
Is not returned in its original condition
Is marked as final sale or clearance

If a returned item does not meet our return requirements, store credit will not be issued.

upbe reserves the right to assess returned products and decline change-of-mind returns that do not meet the conditions outlined in this policy.

If your return does not meet our change-of-mind return requirements, we will contact you by email.
You will have 7 business days to let us know whether you would prefer:

The item returned to you at your cost; or
The item donated on your behalf.

If we do not hear from you within 7 business days, the item may be donated.

How to Start a Return

To start a return, contact the UpBe team with:

Your order number
The item you would like to return
The reason for your return
Your preferred replacement size or item, if applicable

Once your return is approved, we will provide you with the return instructions.
Please do not send products back before your return request has been approved.

Return Address

Approved returns should be sent to the return address provided by the UpBe team when your return is authorised.
Please do not send returns to our business address unless specifically instructed to do so.

Exchanges

Exchanges are processed through store credit.

Once your return has been received, inspected and approved, store credit will be issued for the eligible amount paid.
You can then use your store credit to order your preferred size, colour or product.
This process allows you to place your replacement order based on current stock availability.
We cannot guarantee that a particular size, colour or style will remain available while your return is in transit.

Shipping

For change-of-mind, sizing or preference returns, customers are responsible for return postage unless otherwise agreed by upbe.

We strongly recommend using a tracked shipping service and keeping your tracking information until your return has been completed.
upbe cannot accept responsibility for change-of-mind returns that are lost or damaged while being sent back to us.

Where a product is confirmed to be faulty and upbe is responsible for the return under Australian Consumer Law, reasonable return shipping costs will be covered or reimbursed as applicable.

Store Credit

Once your return has been received and approved, your store credit will be issued based on the amount actually paid for the returned item. Original shipping charges are not included in store credit for change-of-mind returns.

Store credit cannot be redeemed for cash except where required by law.
During busy promotional and holiday periods, please allow additional processing time after your return has been delivered.

Discount Codes & Promotions

Items purchased using:

Discount codes
Promotional codes
Automatic discounts
Bundle offers
Promotional pricing

may still be eligible for a change-of-mind return provided they meet the requirements of this policy and are not marked as final sale.

Store credit will be issued based on the actual amount paid for the returned item after discounts or promotions have been applied.
Store credit will not be issued based on the item’s original full retail price.

Discount or promotional codes used on the original purchase will not be reissued unless specifically stated otherwise.

Sale & Clearance Items

Unless otherwise stated:

Items discounted by 30% or less may be returned for store credit provided they meet all return requirements.
Items discounted by more than 30%, or products specifically identified as Final Sale or Clearance, cannot be returned for change of mind.

This does not affect your rights if an item is faulty or does not meet the consumer guarantees provided under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If you believe you have received an item that is faulty, damaged or incorrect, contact us as soon as possible at:

contact@upbeactive.com

Please include:

Your order number
A description of the issue
Clear photos or video showing the fault, damage or incorrect item

Our team will review the issue and provide the appropriate next steps.

Depending on the circumstances and your rights under Australian Consumer Law, the available remedy may include a repair, replacement, refund or other appropriate solution.

Damage caused by misuse, incorrect washing, failure to follow garment care instructions, accidental damage or normal wear and tear is not considered a manufacturing fault.

Non-Returnable Items

For hygiene, safety or final-sale reasons, we do not accept change-of-mind returns for:

Gift cards
Products marked Final Sale
Clearance products discounted by more than 30%
Any other product specifically identified as non-returnable on its product page

This does not exclude any rights available to you under Australian Consumer Law in relation to faulty goods.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.
You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Our change-of-mind policy operates in addition to these rights.

Contact Us

If you have any questions about a return, exchange or your order, contact us at: