Refund policy
At Upandalign, we want our return process to be clear and straightforward.
This policy applies to purchases made through Upandalign.com and explains your rights regarding cancellations, returns, exchanges and refunds.
14-Day Cancellation Period
For eligible online purchases, you may notify us that you wish to cancel your order within 14 days of receiving the goods.
You do not need to provide a reason for exercising this cancellation right.
After notifying us, you must return the goods within 14 days.
To request a cancellation or return, contact:
Email: support@upandalign.com
Please include your order number so that we can provide the appropriate return instructions.
Condition of Returned Items
Returned items should be handled only as reasonably necessary to determine their nature, characteristics and fit, in the same way you would normally be able to inspect clothing in a physical shop. A brief try-on for fit is permitted, but items must not be worn for normal use.
Returned products should, where reasonably possible, be:
- Unwashed
- Clean and free from stains
- Free from perfume, deodorant, makeup, smoke or other odors
- Free from damage
- Unaltered
- With original tags attached
- Returned with original packaging
- Returned with the order number or other proof of purchase
Items that have been worn for use, washed, damaged, stained, altered or otherwise handled beyond what is reasonably necessary to inspect them may have their refund reduced to reflect any loss in value, where permitted by applicable law.
Return Method
Returns must be sent by mail.
Please contact us at support@upandalign.com before sending a return so that we can provide:
- Return instructions
- The correct return destination
- Any information required to identify your returned order
We strongly recommend using a trackable shipping service and retaining proof of postage until your refund has been completed.
Change-of-mind returns are sent to our return location in Malaysia. The full return address will be provided after you contact our support team.
Return Shipping Costs
For standard change-of-mind returns, including:
- Incorrect size selected by the customer
- Change of preference
- Change of mind
the customer is responsible for return shipping costs.
If an item is:
- Faulty
- Damaged on arrival
- Incorrect
- Not as described
Upandalign will cover reasonable return shipping costs where a return is required.
Please contact us before returning a faulty or incorrect item.
Original Delivery Charges
Where you exercise an applicable statutory cancellation right, we will refund the cost of our standard delivery service in accordance with UK consumer law.
If you selected a delivery service costing more than our standard delivery option, any additional amount paid for the upgraded delivery service is not required to be refunded.
Restocking Fees
We do not charge restocking fees for eligible returns.
Non-Returnable Items
Certain goods may be excluded from change-of-mind returns where permitted by applicable law, including:
- Products made to your specifications or clearly personalized
- Sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been broken
Any applicable restriction will be clearly communicated before purchase where relevant.
These exclusions do not remove your statutory rights where an item is faulty, damaged, incorrect or not as described.
How to Request a Return
Contact: support@upandalign.com
Please provide:
- Your order number
- The item you wish to return
- Your request for cancellation, return or exchange
- Where reasonably possible, photographs if the item is damaged, faulty or incorrect
You do not need to provide a reason for exercising an applicable statutory cancellation right.
We will provide the correct return instructions and return destination.
Please do not send a return to an address displayed elsewhere on our website unless our support team has confirmed that it is the correct return address.
Refunds
Where a statutory cancellation right applies, refunds will be processed without undue delay and no later than 14 days after the earlier of:
- The day we receive the returned goods; or
- The day you provide evidence that the goods have been sent back to us.
We aim to process eligible refunds sooner whenever possible.
Refunds will normally be made to the original payment method.
Your bank or payment provider may require additional time before the refunded amount appears in your account.
If goods have been handled beyond what is reasonably necessary to inspect them and their value has been reduced, an appropriate deduction may be made where permitted by law.
Exchanges
We accept exchange requests for eligible products within 14 days of delivery, subject to product availability.
For an exchange due to:
- Incorrect size selected
- Change of preference
the customer is responsible for return shipping costs.
The returned item must meet the applicable return-condition requirements described in this policy.
Where the original item is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights.
Damaged, Faulty, Incorrect or Not-As-Described Items
If you receive an item that is damaged, faulty, incorrect or not as described, please contact support@upandalign.com as soon as reasonably possible.
Please include:
- Your order number
- Details of the issue
- Photographs where reasonably possible
Depending on the circumstances and your applicable consumer rights, the appropriate remedy may include:
- Repair
- Replacement
- Refund
- Another remedy required by applicable law
If we require the return of a faulty, damaged, incorrect or not-as-described product, reasonable return shipping costs will be covered by Upandalign.
Nothing in this policy limits your statutory consumer rights.
Order Cancellations
If your order has not yet been dispatched, you may contact: support@upandalign.com to request cancellation.
If we are able to stop the order before dispatch, we will cancel it and issue the appropriate refund.
If an order has already been dispatched, this does not remove any statutory cancellation rights that may apply to the purchase.
Model Cancellation Form
You may use the form below to notify us that you wish to cancel an eligible online purchase.
Using this form is optional.
To:
Upandalign CO Enterprise
Email: support@upandalign.com
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Order number:
Goods:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Contact Us
We're here to help with returns, refunds, and any other questions you may have.
Email: support@upandalign.com
Phone: +60183408622
Address:
43, Jalan SP 4/12 Bandar Saujana Putra
42610 Jenjarom Selangor
Malaysia
Business Hours:
Monday to Friday: 9:00am – 6:00pm MYT (GMT+8)
Live Chat is available during support hours
Average Response Time: 24–48 hours
For additional support, please visit our Contact Us page.