Return & Refund Policy

At UPETTO, we want you to feel confident when choosing objects for your home.

This Return & Refund Policy explains how returns, refunds, exchanges, damaged or incorrect items, missing products, and order cancellations are handled for purchases made through upetto.com.

UPETTO is operated by Shenzhen Qianyuansheng Trading Co., Ltd.

Please review the following information before requesting a return or sending an item back.

180-Day Return Window

Eligible UPETTO products may be returned within 180 calendar days from the confirmed delivery date.

To request a return under this policy, please contact us within this 180-day period.

Requests made after the return window has expired may not be eligible unless additional rights apply under applicable consumer law.

The 180-day return period begins from the date your package is confirmed as delivered.

Please Contact Us Before Returning Anything

Please contact UPETTO customer service before sending a product back.

Email:

service@upetto.com

Customer Service:

00852-8376236

Please do not automatically ship returns to:

The address printed on your original parcel.
The warehouse that originally shipped the product.
Our registered company address.
Any address obtained from a previous order.

UPETTO may use different return facilities depending on the product, fulfillment location, customer location, and other operational requirements.

After your return request has been reviewed and approved, we will provide the appropriate return instructions and designated return address.

Products sent without authorization or to an incorrect location may not be received or processed.

Standard Return Eligibility

For a standard change-of-mind or preference-based return, the product should generally be:

Unused.
Unaltered.
Undamaged.
Clean.
In its original condition.
In the original packaging where reasonably applicable.
Complete with all included accessories, parts, and components.
Accompanied by any documentation originally supplied with the product.
Supported by valid proof of purchase.

Returned products may be inspected before a refund is approved.

Reasonable inspection of an item is generally acceptable, but use or handling beyond what is reasonably necessary to inspect the product may affect eligibility or the amount of a refund where permitted by applicable law.

Products Showing Signs of Use

For preference-based returns, products that have already been extensively used, altered, damaged, assembled incorrectly, or otherwise changed from their original condition may not qualify for a full standard return.

Examples may include products that:

Show significant wear.
Have been scratched or damaged after delivery.
Have been modified.
Have missing components.
Have been exposed to inappropriate moisture, heat, or chemicals.
Have been used in a manner inconsistent with their intended purpose.
Cannot reasonably be returned to their original condition.

This does not affect legitimate claims involving products that arrived damaged, defective, incorrect, incomplete, or otherwise protected by applicable consumer law.

Non-Returnable Items

Unless applicable law requires otherwise, certain products may not qualify for a standard preference-based return.

These may include:

Personalized or customized products.
Gift cards.
Products clearly marked as final sale before purchase.
Products damaged through misuse.
Products damaged through improper care.
Products altered after delivery.
Products missing essential components or accessories.
Products returned without authorization.
Products sent to an unauthorized return address.
Items that cannot reasonably be returned in their original condition because of customer handling.

Nothing in this section limits any mandatory consumer rights available under applicable law.

How to Request a Return

To begin a return request, contact:

Email: service@upetto.com

Customer Service: 00852-8376236

Please provide:

Your order number.
The email address used when placing your order.
The product you would like to return.
Your reason for requesting the return.
Photographs or videos where relevant.

After reviewing your request, we will provide information that may include:

Return instructions.
The designated return address.
Packaging requirements where applicable.
Any other information needed to process the return.

Please wait for our instructions before shipping the product.

Return Address

Our registered business address is not automatically our product return address.

Do not send returns to our registered business address unless UPETTO customer service specifically instructs you to do so.

Return locations may differ depending on:

Product type.
Customer location.
Fulfillment facility.
Inventory location.
Original shipment location.
Operational requirements.

The appropriate return address will be provided after your return request has been reviewed.

Products sent to an unauthorized address may not be identified, received, or processed correctly.

Return Shipping Costs

For eligible preference-based returns, the customer is generally responsible for return shipping costs unless we state otherwise or applicable law requires a different arrangement.

Examples of preference-based returns may include:

You changed your mind.
You no longer need the product.
You accidentally selected the wrong item.
You selected the wrong variation.
The product does not suit your personal style or preference.

We strongly recommend using a trackable return-shipping service when arranging your own return.

UPETTO cannot normally be responsible for a customer-arranged return parcel that is lost before reaching the designated return facility.

Different rules may apply when the product arrived damaged, defective, incomplete, or incorrect.

Damaged or Defective Products

If an UPETTO product arrives damaged or appears to have a manufacturing defect, please contact us as soon as reasonably possible.

Please provide:

Your order number.
Clear photographs or videos showing the issue.
A photograph of the complete product.
Photographs of the original packaging.
A photograph of the outer shipping package where relevant.
A photograph of the shipping label where available.
A short explanation of the problem.

Please keep the product and its original packaging while we review the case.

After reviewing the available information, we will determine an appropriate resolution.

Depending on the circumstances, this may include:

Replacement.
Full or partial refund.
Replacement components where appropriate.
An authorized return.
Return shipping arranged or covered by UPETTO where appropriate.

Incorrect Products

If the product you receive is different from the product you ordered, please contact us before using it.

Please provide:

Your order number.
A photograph of the product received.
A photograph of the product packaging or label where available.
The name or details of the product you originally ordered.

Once we verify the issue, we will provide an appropriate solution.

Missing Products or Components

Some orders may arrive in multiple packages, so please check your shipping confirmation and tracking information before reporting an item as missing.

If an item or component is still missing, please contact us with:

Your order number.
Details of the missing item or component.
Photographs of everything received.
Photographs of the package where relevant.

We will review the order and shipment information and assist you accordingly.

Product Not as Described

If you believe the product you received is materially different from the description shown on upetto.com, please contact us before returning or substantially using the product.

Please provide:

Your order number.
Photographs of the product.
A description of the difference.
Any other relevant information.

We will compare the received product with the applicable product information and determine the appropriate next step.

Minor variations in color, texture, pattern, surface finish, or appearance caused by materials, lighting, photography, screen settings, or reasonable manufacturing tolerances may not necessarily constitute a product defect.

Refunds

After an eligible returned product reaches the designated return facility, it may be inspected before the refund is approved.

If approved, we will generally issue the refund to the original payment method within 5–10 business days after the returned product has been received and inspected.

You will normally receive confirmation when the refund has been processed.

After UPETTO issues a refund, your:

Bank.
Credit-card issuer.
Payment provider.

may require additional time to post the funds to your account.

These additional third-party processing times are outside our direct control.

Refund Amount

For an approved standard return, the refund will generally cover the eligible product purchase price.

Original shipping charges may be non-refundable for preference-based returns unless otherwise required by applicable law or specifically agreed by UPETTO.

Where permitted by applicable law, an appropriate deduction may be made when a returned product has experienced a reduction in value caused by:

Missing components.
Customer-caused damage.
Significant signs of use.
Alterations.
Excessive handling.
Missing original accessories.
Handling beyond what would reasonably be necessary to inspect the product.

Any deduction will depend on the circumstances and applicable consumer-protection requirements.

Damaged, Defective or Incorrect Product Refunds

If we verify that your product arrived:

Damaged.
Defective.
Incorrect.
Incomplete.
Materially different from its description.

we will provide an appropriate resolution without additional cost to you where required.

Depending on the circumstances, this may include:

Replacement.
Full refund.
Partial refund.
Replacement component.
Authorized return with applicable return shipping arranged or covered by UPETTO.

The appropriate resolution will depend on the nature of the product and issue.

Exchanges

Exchanges are subject to product availability.

If you would like a different product, version, or variation, please contact us before returning the original item.

Depending on availability and circumstances, the simplest process may be:

Return the eligible original product for a refund.
Place a separate order for your preferred item.

If your original product arrived damaged, defective, incorrect, or incomplete, please contact us before placing a replacement order so we can review the original issue first.

Order Cancellations

If you need to cancel an order, please contact us immediately:

Email: service@upetto.com

Customer Service: 00852-8376236

We will make reasonable efforts to cancel the order before fulfillment begins.

However, cancellation cannot be guaranteed after the order has entered:

Processing.
Picking.
Packing.
Fulfillment.
Shipment preparation.
Carrier handover.

If the order has already shipped, you may need to wait for delivery and then follow the applicable return process.

Order Changes

If you entered an incorrect:

Shipping address.
Product.
Quantity.
Variation.
Contact detail.
Other order information.

please contact us as soon as possible.

We will attempt to make the requested change before fulfillment begins.

Changes may no longer be possible after an order has been processed or dispatched.

Refused or Undeliverable Packages

A package may be returned if:

The recipient refuses delivery.
The supplied shipping address is incomplete or incorrect.
Delivery attempts are unsuccessful.
The parcel is not collected when required.
Local carrier requirements are not completed.

If this occurs, contact UPETTO once the shipment has been returned.

Refund or reshipment eligibility will depend on the circumstances.

Where permitted by law, additional shipping or reshipping costs resulting from incorrect customer-provided information or refusal of delivery may be deducted from an applicable refund or charged separately.

Lost Return Shipments

When arranging your own return shipment, please use a trackable service and keep the shipping receipt and tracking information until your refund has been completed.

UPETTO generally cannot process a standard return refund for an item that has not reached the designated return facility unless applicable law requires otherwise.

Proof of Purchase

We may require reasonable proof of purchase before processing a return, refund, replacement, or exchange.

Acceptable information may include:

Your UPETTO order number.
Order-confirmation email.
Email address used during checkout.
Relevant transaction information reasonably necessary to locate the order.

Consumer Rights

This Return & Refund Policy does not limit mandatory consumer rights or remedies available under applicable law.

If the consumer-protection laws applicable to you provide additional or greater rights than those described here, those mandatory legal rights will continue to apply.