Refund policy

Refund Policy — Upthrive

Applies to purchases made at https://upthrive.shop/

1) Australian Consumer Law (ACL)

Our goods and services come with guarantees that cannot be excluded under the ACL.

  • If there is a major failure with goods, you are entitled to cancel the purchase, receive a refund, and seek compensation for reasonably foreseeable loss or damage.

  • If the issue does not amount to a major failure, you are entitled to a repair or replacement (or re-supply for services) within a reasonable time.
    Where this Policy is inconsistent with the ACL, the ACL prevails.

2) Change of mind

We do not offer refunds for change of mind or if you find the item cheaper elsewhere.

3) Products damaged during delivery

If your order arrives damaged:

  1. Contact us within 3 days of delivery.

  2. Keep all original packaging and accessories.

  3. We’ll arrange repair or collection and provide a replacement or refund once damage is confirmed.

4) Exceptions

We may refuse a repair/replacement/refund if:

  • the product was misused and that caused the problem;

  • you knew about the problem before purchase;

  • you asked for the product/service against our advice or requested alterations that led to the issue;

  • another ACL exception applies.

5) Shipping costs for returns

If your item fails a Consumer Guarantee, we cover:

  • the cost to return the item to us; and

  • the cost to ship a replacement back to you.

If the item can be easily returned, you may organise the return and we’ll reimburse reasonable costs once the claim is approved.
If the item is large/heavy/difficult to return, we’ll organise collection at our cost.
If, after inspection, the item is not eligible, you’ll need to cover inspection/transport costs.

6) Response time

We aim to process repair/replacement/refund requests within 5–7 days of receiving the returned item or the required information.

7) How to return products

  • Contact us first for return instructions.

  • Refunds are paid to the original payment method/account used for purchase.

  • Proof of purchase is required.

  • We may request government-issued ID to verify the claim.

8) Contact us

Questions about refunds, repairs or replacements: kimiuy77@gmail.com.