Return Window
We offer a 7-day return window from the date your order is delivered. Return requests submitted after this period will not be accepted.
Eligibility for Returns
To be eligible for a return, items must be:
- Unworn and unused
- In original condition
- With all tags attached
- In original packaging
- Accompanied by proof of purchase
All returns must be approved prior to being sent back. Items sent back without prior approval will not be accepted.
How to Start a Return
To initiate a return, please contact us at support@uptusstudios.ca. If your return is approved, you will receive a return shipping label along with instructions on how and where to send your package.
How Approved Returns Are Refunded
All approved returns are issued as store credit to be used on uptusstudios.ca, rather than a refund to your original payment method. Store credit is issued as a gift card, does not expire, and is applied after deduction of the $30 CAD return processing fee (waived for defective, damaged, or incorrectly shipped items).
The following are the only exceptions where a refund to your original payment method will be issued instead of store credit:
- The item is confirmed defective, damaged in transit, or shipped in error on our part
- You are located in the United Kingdom or European Union and are exercising your statutory right of cancellation (see below)
- A refund to original payment is otherwise required by applicable law in your jurisdiction
Return Shipping & Fees
- Returns are accepted for customers located in Canada and the United States
- A prepaid return label will be provided
- All approved returns are subject to a $30 CAD return processing fee, deducted from the store credit or refund issued
The $30 return processing fee does not apply to items that are defective or sent incorrectly. Original shipping fees are non-refundable.
Exchanges
- Exchanges are subject to product availability
- Customers are responsible for all shipping costs both ways for size or style exchanges
- If an exchange is required due to an error on our end, we will cover all associated shipping costs
Order Cancellation
Due to the made-to-order and limited-production nature of our releases, orders can only be cancelled within 24 hours of being placed. Approved cancellations are subject to a $30 CAD cancellation fee, deducted from the store credit or refund issued, covering non-recoverable payment processing and administrative costs. After 24 hours, your order may already be in production, allocated from limited inventory, or processed for fulfillment, and cancellation may no longer be possible.
For pre-order items, cancellations may be subject to additional restrictions as production is scheduled based on order volume.
Uptus Studios reserves the right to deny cancellation requests that fall outside of these guidelines.
Damages & Order Errors
Please inspect your order upon delivery. If your item is defective, damaged, or you received the incorrect item, contact us immediately at support@uptusstudios.ca so we can resolve the issue promptly. At our discretion, we will issue a replacement or a refund to your original payment method.
Non-Returnable Items
The following items are final sale and cannot be returned, exchanged, or refunded:
- Sale items
- Gift cards
- Custom or made-to-order items
United Kingdom & European Union Customers
If your order is shipped to the United Kingdom or a European Union member state, you have a statutory right to cancel your order within 14 days of delivery, in accordance with the UK Consumer Contracts Regulations 2013 and/or EU consumer protection law. To exercise this right, contact support@uptusstudios.ca within the 14-day window. Items must be returned unworn, unused, with tags attached and in original packaging.
Refunds under this statutory right will be issued to your original payment method within 14 days of us receiving the returned item, and no return processing fee applies. This right applies in addition to, and does not replace, the standard return policy above.
Refused, Undeliverable & Duty-Refusal Shipments
Orders refused at delivery due to unpaid customs duties, taxes, or brokerage fees are not eligible for a refund to your original payment method. See our Shipping Policy for full terms. At most, partial store credit may be issued under the conditions described there, at our discretion.
Final Notes
- We reserve the right to refuse returns that do not meet the conditions outlined above
- By placing an order on our website, you acknowledge and agree to this Return & Refund Policy