Return & Refund Policy

Last updated: July 2026

Your satisfaction matters to us. Please read this Delivery & Return Policy so you know exactly how delivery, returns, exchange and warranty work at UP Store BD. Placing an order means you agree to this policy.

1. Delivery

All parcels are closed-box, pay-first delivery: you pay the amount due and then receive your parcel. At the door you may check the parcel's outer condition, but the courier only delivers — there is no on-the-spot trial or open-box return at delivery.
Many tech/gadget items (especially battery-operated ones) need to be charged for a few hours and configured before use — a courier agent cannot wait for this. If you have any issue after receiving the product, please contact us directly and we will help.
We strongly recommend recording a full unboxing video when you open the parcel at home. If anything is missing or the wrong item was sent, this video is required as proof so we can investigate and resolve it quickly. If the error is ours, we replace it at our own cost.
Estimated delivery: 1–2 days inside Dhaka, 2–4 days outside Dhaka. Delivery charges are shown at checkout based on your area.

2. When you can return / replace

You may request a return or replacement if, on arrival, the product is damaged, defective, not working, the wrong item, or significantly different from its description. Report the issue within 7 days of the invoice date. Requests after this window may not be accepted.

3. Return conditions (please read carefully)

Send back everything you received — the product, all accessories, and the original box/packaging/wrapping.
Pack the item safely in resellable condition. Do not put tape directly on the product's own box. If you don't have an outer box, wrap it (e.g. in paper) and tape the outer wrap only.
If the product or its box arrives back damaged, or is not in resellable condition due to poor packing, the return request may be rejected.
Your order number must be provided.

4. What is NOT covered (return / exchange / warranty void)

Any burn or physical damage to the product.
If the product's intact seal/sticker has been removed — you may still get after-sales warranty service for a genuine fault, but not a return/exchange/refund for "changed my mind".
Scratches, marks, glue, or any condition that is not resellable.
Accessories, chargers and adapters — not covered by warranty.
Any free gift or prize item given at no cost.
Third-party compatibility issues — if a product works normally on standard devices but not on one specific device/app, it is not eligible for return or exchange.
Returns sent without the product's original packaging/box.

5. Replacement limit

Each product can be replaced a maximum of once per order. After one replacement, no second replace/return is accepted for the same product — except that if the replaced product develops a fault within 7 days, we will replace it again.

6. How to request a return

Contact us via Contact, phone or WhatsApp within 7 days with your order number and proof of the issue (photo/unboxing video).
Our team verifies the details, usually within 24 hours, and first tries to resolve it over the phone.
If it can't be resolved, we approve the return and give you the return address and an approval reference to include with the parcel.
Send the item back by any office-delivery courier as instructed, well-packed per Section 3.

7. Refunds

Once a return is approved and the item is received and inspected, we issue a replacement or a refund (your choice, where eligible). For cash-on-delivery orders, refunds are made via bKash/Nagad or bank transfer, typically within 3–7 working days.

8. Charges

If the return is due to our error (wrong/damaged/defective item), we cover the return courier cost.
For a change of mind or a refused-but-correct delivery, the return/courier service charge is payable by the customer.
Delivery charges already paid are non-refundable except where the return is due to our error.

9. Warranty & after-sales

Many products carry a warranty from 7 days up to 3 years depending on the item, effective from the invoice date; the exact term is shown in each product's description. For warranty service, contact us with your order number — for minor issues (setup/configuration), we'll often resolve it over the phone without needing the product back.