Exchanges and Returns

Our product exchange policy is designed to provide customers with complete assurance regarding products purchased from our store. All our products are covered by a warranty against manufacturing defects, and we also accept exchanges for items that differ from what the customer originally ordered.

If you receive a product with a manufacturing defect or one that is different from what you ordered, please follow these steps to request an exchange:

If more than 7 business days have passed and the product displays a defect or flaw, please contact us with the following information: your NIF (individual taxpayer registration), order number, the product to be returned, and a description of the defect.

Once we receive your email, we will forward your request to our quality control department for assessment. Authorization from this department is necessary before proceeding with an exchange. After the review, we will contact you with a decision on whether an exchange is needed.

The time frame to request an exchange for this reason is up to 90 days from the date of product receipt. Please note that we do not process exchanges or refunds after this period.

Your request will be reviewed within a maximum of 7 business days, and if the issue is confirmed, we will contact you via email with the following options:

• Receive a refund for the amount paid.
• Receive a new product identical to the one ordered.
• Receive a product of similar value.
• Receive a coupon equal to the product’s value for future purchases.

In accordance with the Consumer Protection Code (CDC), requests to cancel online purchases must be made within 7 business/calendar days from the date of receipt.

For credit card refunds, our finance department has up to 7 business days to process the request with the credit card provider. The credit balance may take up to 120 days to be posted back to your card, depending on the card provider’s policies and your billing cycle.

If a bank account refund is necessary, it will be processed within a maximum of 10 business days following the quality assessment and must be made to an account with the same CPF used for the purchase.

For products returned without prior communication, outside of the exchange period, missing or incorrect items, or missing tags or invoices, they will be returned to the customer. The same applies to rejected exchanges after inspection by our quality department. These items will be returned via “collect on delivery,” and the shipping cost will be the customer’s responsibility.

Note: Upzone is not responsible for shipping costs related to returns followed by refunds, chargebacks, or exchanges for other products; these costs are the customer’s responsibility.