Return and Cancellation Policy

Introduction

At Up Network, we strive to ensure that you are completely satisfied with your purchase. If you are not satisfied with your purchase, we offer a comprehensive return and cancellation policy. Please read this policy carefully to understand your rights and responsibilities.

1. Returns

Eligibility for Returns

• Time Frame: You may request a return within 7 days of receiving your Up Mobile.
• Proof of Purchase: A receipt or proof of purchase is required to process the return.
• Proof of Defect: A receipt or proof of any issues or defects with the phone is required to process the return.
• Condition: To be eligible for a return, the product must be in new, unused, and unactivated condition with all original packaging and accessories included. Once we receive the returned product and verify its condition, we will issue a refund to the original payment method.

Return Process

• Step 1: Submit a ticket through the Zendesk support center at upnetwork.xyz to initiate a return. Provide your order number and the reason for the return.
• Step 2: Our customer support team will review your request and provide you with return instructions, including the return address for the original item.
• Step 3: Pack the item securely in the original packaging and ship it back to us using a trackable shipping method. You are responsible for the return shipping costs.
• Step 4: Once we receive and inspect the returned item and verify its condition, we will issue a refund to the original payment method.

Non-returnable Items

• Customized Products: Products that have been customized or personalized are not eligible for returns.
• Downloadable Software Products: Digital products or software that have been downloaded are not eligible for returns.

2. Cancellations

Order Cancellation

• Before Shipment: You may only cancel your order within 1 hours of placing your order. To cancel your order, submit a ticket through Zendesk support center of upnetwork.xyz with your order number.

Refund for Cancellations

• Full Refund: If you cancel your order successfully, we will issue a full refund to your original payment method.

3. Damaged or Defective Items

Reporting Damaged or Defective Items

• Time Frame: If you receive a damaged or defective item, please contact our customer support team within 48 hours of receiving the product.
• Proof: Provide photos of the damaged or defective item and the packaging, along with your order number will help us process your request more efficiently.

Resolution Options

• Replacement: We will send you a replacement item at no additional cost.

• Refund: If a replacement is not available, we will issue a full refund to your original payment method.

4. Contact Information

If you have any questions or concerns about our Return and Cancellation Policy, please contact us at: support@upnetwork.xyz